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

  35 Sharon Rd Waterbury, CT 06705

• 

  Waterside Apartments/Equity Residential Prop.

  12032 Waterside View Drive Reston, VA 20194

• 

  Equity Residential Property Management

  1500 Stonehaven Dr Boynton Beach, FL 33436-6524

• 

  Equity Residential (Westerly at worldgate)

  13000 Wilkes Way Herndon, VA 20170

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:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding my experience as a former tenant at The *********************** in ******, **. Upon moving out, I received a final statement with charges for damages that are clearly the result of normal wear and tear, which Texas tenant law explicitly states tenants cannot be held financially responsible for.Specifically, I am being charged to replace the shower lining, despite having submitted multiple maintenance tickets regarding an active leak in the shower during my lease. While the leak itself was eventually repaired, the damage it causeddue to poor ventilation and prolonged moisturewas never properly addressed by management. I made a good faith effort to report and resolve the issue, and now I am being held liable for damage I did not cause.Additionally, I am being charged to replace the carpet due to indentations left by my bed. These marks are clearly the result of standard furniture use, which falls under normal wear and tear. According to Texas Property Code ******, deterioration from ordinary use is the landlords responsibility.What makes this situation especially frustrating is that the service manager, ****** *****, and the property manager, ****** *., have been deliberately ignoring my attempts to resolve this dispute. I have reached out multiple times to both individuals via email and phone and have received no response.This lack of communication and disregard for tenant rights is deeply concerning and reflects poorly on how The ****** Apartments conducts business. I am filing this complaint to both formally request a resolution and to warn future residents of these practices.Desired Resolution: I am requesting that The ****** Apartments:Remove all charges related to normal wear and tear, including those for the shower and carpet.Acknowledge their failure to properly address the original maintenance issues I reported.Provide a written and timely response to this dispute from a member of the management team.

  

  Business Response

  Date: 05/27/2025

  Thank you for your message. We appreciate the opportunity to address your concerns regarding the move-out charges.
  First, I want to assure you that we take all resident feedback seriously and strive to resolve all matters fairly and transparently. I regret that you felt your outreach was not acknowledged that was never our intent, and we apologize for any frustration this may have caused.
  Regarding the charges, I want to clarify that we are not holding you responsible for normal wear and tear. The shower liner replacement was due to visible damage beyond typical deterioration. While we understand you had reported a leak, the condition observed at move-out suggested prolonged moisture exposure that was not addressed through proper care or ventilation.
  Additionally, the carpet damage went beyond indentations from furniture. We are including photos collected during your move-out inspection, which show severe staining and deterioration, including signs of pet urine. The overall condition indicated that the damage was due to the presence of two dogs and not consistent with normal wear.
  Our Service Manager did reach out to you and, in good faith, offered a $600 discount toward the charges to help resolve the matter. As of now, we have not received a response to that offer.
  We remain open to working toward a resolution. If you would like to review the photos or revisit the discount offered, were happy to continue that conversation.

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Immediate Action Required Violation of Fair Housing Act and Allegations of Bribery and Corruption Dear, Equity Residential ****************** All in on Criminality and Acts. we are writing you to formally address concerns regarding discriminatory actions and illegal activities occurring in ***** Specifically, we believe there are lessors who have been subjected to familial status discrimination in violation of the Fair Housing Act (42 U.S.C. 3601), which prohibits housing discrimination based on the presence of children under 18 in a household.we was either explicitly informed and experienced actions that suggest the familys ability to secure housing at your property was hindered or denied because of childrens presence. These actions are not only discriminatory but also suggest potential unlawful conduct that may involve bribery or corruption.Specifically, we believe the following may be occurring: Bribery: There may be individuals or entities receiving financial or other forms of compensation to provide preferential treatment or to engage in discriminatory practices, including unlawful denials of housing to families with children.2. Corruption: your actions, or the actions of others involved in managing or overseeing properties has led to a pattern of housing discrimination for personal gain, which constitutes corrupt behavior.This is a formal demand for the following actions to immediately investigated 1. A full investigation into bribery or corruption involving the property, including financial incentives offered for preferential treatment or housing decisions that violate the Fair Housing Act.2. Immediate cessation of any discriminatory practices related to familial status.If these issues are not resolved within [7-10 days], we will take the following steps:Report these findings to appropriate authorities, including local law enforcement and federal agencies involved in corruption or criminal investigation.

  

  Business Response

  Date: 05/29/2025

  Thank you for sharing these concerns and allowing us the opportunity to address this matter. Unfortunately, we do not have any knowledge of this incident, nor have any specific details been provided for us to investigate this matter further. At this time, we are unaware of any discriminatory practices, fraud or preferential treatment occurring in this community. 
  
  
  That being said, we are committed to the principles of fair housing and welcome the opportunity to address this further. Please contact the management office directly so we can properly discuss and investigate these allegations. 

• Initial Complaint

  Date:04/23/2025

  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.

  Re: Request for Debt Validation To Whom It May Concern,I am writing in response to your letters and emails regarding an alleged debt. I am requesting that you provide validation of the debt as required under the Fair Debt Collection Practices Act, 15 U.S.C. 1692g.Please provide:1. The amount of the alleged debt;2. The name of the original creditor;3. A copy of any judgment (if applicable);4. Proof that you are authorized to collect this debt;5. Documentation showing that I am legally obligated to pay.Until you provide this information, you must cease all collection activities and communication.Sincerely, ******** ******

  

  Business Response

  Date: 05/21/2025

  Thank you for allowing us the opportunity to address this complaint. We have sent this individual a formal validation of debt via certified mail. Thank you. 

• Initial Complaint

  Date:03/19/2025

  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 Whom It May Concern,I am filing a complaint against Equity Residential regarding my recent experience with their leasing process. I applied for an apartment at one of their properties and expressed my intention to pay the lease upfront in full. However, I was informed by the property management that this was not an option and that I would be required to pay monthly and undergo a credit check.I am a business owner and consultant, and while my personal credit may reflect certain challenges due to business debts incurred during the COVID-19 pandemicwhere I had to close offices in three states due to government-mandated shutdownsmy monthly income exceeds the total amount of the rent for an entire year. Despite this, the property management company has refused to accommodate my situation or even have the decision-maker contact me to discuss potential solutions.I am concerned that the company's rigid policies and lack of flexibility are discriminatory, particularly in light of the unique circumstances many businesses and individuals have faced due to the pandemic. I am currently consulting with the state attorney's office to determine if any laws have been violated in this process, or if there are broader implications for policies that potentially discriminate against those with financial means but adverse credit situations due to the pandemic.I am seeking a resolution to this matter and would appreciate your assistance in investigating this issue.

  

  Business Response

  Date: 04/02/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to provide clarification.
  At Equity Residential, we apply our leasing criteria consistently to all applicants to ensure a fair and transparent process. While we acknowledge the financial challenges many have faced due to the pandemic, our policies are in place to maintain consistency and compliance with industry standards.
  After reviewing your application with our Applications Processing team, we confirmed that it was denied due to an outstanding collections account with another apartment community. Our team requested proof of payment from you, but as we did not receive a response, the application was ultimately denied.
  If you have any further questions or need additional clarification, please dont hesitate to reach out.

• Initial Complaint

  Date:03/17/2025

  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.

  Neighbor above my unit consistently making loud noise after midnight. Late party during weekend. Contact property management at least 10 times including email and in person contact, 2 incidents involving ****************************** 2 times. Police report on file. The issue was ongoing for at least 4-5 months, no response from the property management. The staff kept using excuses of manager is on vacation. No follow up

  

  Business Response

  Date: 04/02/2025

  Dear Ai Ping ***,
  
  
  Thank you for bringing your concerns regarding the noise coming from your neighbors home to our attention. In order to proceed with the dispute mediation, we require an independent, neutral third-party witness to confirm that the noise is indeed coming from the neighbor in question. This will help ensure an accurate and fair assessment of the situation.
  
  We highly encourage you to contact Signal 88 if the noise persists going forward, as this will provide additional documentation. Furthermore, please note that each time Signal 88 visits our site in response to a call, they also capture supporting body camera footage and provide documentation from our teams reports, which will help substantiate the noise complaints and offer additional context.
  We are committed to resolving this matter fairly and effectively. Should you have any further questions or require additional clarification, please do not hesitate to reach out.

• Initial Complaint

  Date:03/04/2025

  Type:Facilities 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.

  We are residents at *******************************, owned by Equity Residential.We have been experiencing music noise issues from our neighbors downstairs starting from last September.We have contacted the leasing office multiple times and provided multiple recordings of the noise.However, the leasing office has not been helpful to resolve the issue 1. The leasing office keep claiming that the noise from downstairs is static and microphone, which is simply false, and refuse 2. The property manager blamed us for not transferring to another unit at the end of our previous lease, in his words in email we did talk with you both about transferringat the end of your prior lease with no penalties, however you've now started a brand new lease and are still experiencing issues. Whether we could transfer depended on so many factors. In this case, we could not due to multiple reasons including timing and pricing. No matter what our choice is, we have the right to enjoy a reasonably quiet environment. It is extremely unprofessional to blame us for their failure to provide reasonable living condition.3. The patrol service at the apartments provides no help at all. Each time it comes back saying the patrol cannot make contact with the problematic neighbors.We are still experiencing the noise issue day to day. We demand a reasonable resolution to this problem.

  

  Business Response

  Date: 03/19/2025

  We have been working directly with the resident to address this matter. At this time, they have confirmed the noise has abated for now and will reach out if further concerns arise. 

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23016516
  
  I am rejecting this response because: 

  We would like to reject the business' response because the noise is still going on and we are still following up with the business. Please see the email screenshot attached below.

  Please let us know if any further information is required.

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

  

  Business Response

  Date: 04/17/2025

  We appreciate your concerns. However, as you know, each time you have reported excessive noise, we have responded accordingly.  Specifically, we attempted to witness the noise level you reported and have requested that you contact us while the issue is happening so that we can better address the matter.
  
  It is also worth noting that many of the noises you describe, i.e. doors closing, voices in the hallway, etc. are simply common noise that is part of apartment living.  It would appear as though your expectations regarding noise levels in the building may not be reasonable or realistic.  Nevertheless, we continue to address each concern you bring to us.
  
  As a reminder, while each resident has the right to quiet enjoyment, there is going to be some level of noise in apartment living. The right to quiet enjoyment doesnt mean every resident gets to live in complete silence. There is, however, a difference between normal noise and excessive noise. Normal noise is noise caused from everyday activities, like walking, talking, or doors closing. Excessive noise is the noise that doesnt fall under the everyday category, like constant loud music or noise from parties.
  
  As you can appreciate, we cannot take action if we cannot substantiate that the noise levels have truly reached the level of a nuisance.  Notwithstanding, we still have requested that your neighbor be mindful of the noise levels coming from her apartment.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23016516
  
  I am rejecting this response because:

  This complaint is about constant music/party noise from another unit.
  As you mentioned:
  

  "Excessive noise is the noise that doesnt fall under the everyday category, like constant loud music or noise from parties."
  
  So yes, the noise we have been complaining about for five months is excessive noise by your own definition. 
  We have been experiencing it for almost a year. We have cooperated with the leasing office in every possible way to try to resolve it and yet it is still happening.
  As we have communicated with the leasing office previously, we would like to request either moving to another available unit of our choice with waived transfer cost, or canceling the lease with no cost.

  Attached is the most recent email from us to the leasing office.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Acappella Pasadena Apartments, managed by Equity Residential, due to severe and persistent freeway noise that has made my apartment unlivable. The apartments architectural design and inadequate soundproofing fail to mitigate excessive noise pollution, which has severely impacted my physical and mental health.Since moving in, I have been subjected to relentless 24/7 freeway noise, even with my windows fully closed. The noise is so disruptive that it causes chronic insomnia, elevated heart rate, and constant stress. To cope, I am forced to purchase foam earplugs regularly and, at times, take prescription medication just to fall asleepespecially when I run out of earplugs and do not have time to restock.The apartment management sent staff to inspect my unit once and claimed that the noise level was "acceptable." However, their own measurements recorded noise levels consistently exceeding 40 dB, which is known to cause sleep disturbances and long-term health effects. Furthermore, the loudest noise occurs between 5:00 AM and 7:00 AM, a time period they have never attempted to measure.I am seeking an appropriate resolution, which may include:1. Financial compensation or rent reduction for the undue distress and additional expenses incurred (earplugs, medical costs).2. Proper soundproofing measures to ensure compliance with residential living standards.Equity Residential is responsible for providing tenants with a habitable living environment, and their failure to address these conditions is unacceptable. I request that the BBB formally investigate this matter and urge the company to take corrective action immediately.

  

  Business Response

  Date: 02/18/2025

  The onsite management team performed an inspection of the residents apartment, specifically the bedroom patio sliding door in question. Upon inspection, the door was properly sealed, and the weather stripping was in good condition, ensuring that the door was functioning as intended to prevent outside noise from entering. During the inspection, with the resident present we used a decibel meter app to measure the noise levels with the door fully closed. We found that the noise levels ranged from approximately 40 to 50 decibels, which is within the acceptable range in the local residential area. For these reasons, we deny any claim of habitability, any obligation to ***** rent or issue any credits for the noise issue. As a customer service gesture however, we did offer to purchase reusable ear plugs for the resident. 
  
  
  As the noise is coming from the main freeway, there is nothing we can do to stop it. There are also several apartments that face the same direction, and we have not received any complaints from those residents about the noise. As discussed, if the resident would like to vacate the apartment, he will need to obtain the authorization from his co-residents and they will need to qualify for the apartment on their own. We are happy to assist them all with this process. 

• Initial Complaint

  Date:02/06/2025

  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.

  Hello -- I was previously a resident of ********************************************** for 3 years, which is an Equity Residential owned building. After moving out, I received a statement of deposit showing that I had been charged ~$800 in move-out charges. When reviewing the breakdown of charges, most of them were not accurate. I reached out to the *** team and provided extensive video evidence (taken out at the time of move out) to show that I was incorrectly charged. It's been more than 3 weeks since I heard from the *** team and they have not yet replied to me much less refund the money that was incorrectly charged. I would like to please request the money that was incorrectly deducted from my deposit and owed to me. I plan to meet with my attorney on this matter but prior to that am hopeful that we can use this forum to resolve this matter to avoid spending time/money on legal resources for both sides.

  

  Business Response

  Date: 02/20/2025

  We have reviewed this account and have agreed to remove certain charges in good faith. However, we disagree that we are obligated to remove any additional charges. We will process the credits and mail the additional refund check. Thank you.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22909096
  
  I am rejecting this response because: I am still in conversations with the Equity Residential Team. As such, this matter is not yet resolved. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/05/2025

  It's our understanding that the resident replied to the community accepting our offer. We will process the credit and refund and will consider this matter closed. 

• Initial Complaint

  Date:02/04/2025

  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.

  Unjust Insufficient Notice Fee Charged Despite Proper Written Notice Complaint Details:I have been a resident at *********************, managed by Equity Residential, for over 8 years, and this dispute stems from their attempt to charge me a $1,500 insufficient notice fee (reduced to $800 as a "gesture").In December 2024, I provided written notice of my intent to vacate:December 12, 2024: I replied to a renewal inquiry email from Equity Residential confirming that I would not be renewing my lease and would be moving out.December 15, 2024: I sent an email specifying a move-out date of February 17, 2025.Despite this, ***** Apartments and their General Manager, **** ***********, are refusing to acknowledge my clear written notice, claiming my phrasing ("I think our move-out date will be 2/17") invalidates my notice. This is legally baseless, as California law only requires a written notice of intent to vacate, which I clearly provided. My intent is clear and obvious to any reasonable person, and more importantly, any California ******** legal consultant has reviewed my lease terms and the law the General Manager cited, and says I have slam dunk case. California courts always favor tenants in disputes like this, when intent to vacate is obvious and landlords attempt enforce predatory fees.***** Apartments is now attempting to charge me this invalid insufficient notice fee despite clear evidence to the contrary. Their actions are a predatory and unfair billing practice.Resolution Requested:I am requesting that this insufficient notice fee be waived entirely and confirmation of this decision be provided to me in ********** a loyal tenant of 8+ years, I am deeply disappointed by this unethical treatment and will escalate further if this is not resolved immediately.Desired Outcome: Waive the $1,500 insufficient notice fee (currently reduced to $800) and provide written confirmation.Thank you,*******

  

  Business Response

  Date: 02/18/2025

  While we understand your frustration, I want to take a moment to clarify the situation regarding the 30-day notice requirement under California law. As per California Civil Code Section ******, a valid notice of intent to vacate must be clear and unequivocal, specifying the exact date the tenant plans to move out. The phrase "I think our move-out date will be 2/17" introduces uncertainty, and unfortunately, this does not satisfy the legal standard for a proper 30-day notice. In this case, the communication provided in December was not a definitive notice and did not meet the legal requirements. With that said, as a customer service gesture, we have agreed to process your official written 30-day notice to vacate, 5 days earlier than the date it was submitted to help reduce some of the burden of the 30 day notice fulfilment requirements. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22899675
  
  "I think" means: 1) From my perspective or 2) I believe to be true. It does not mean "maybe" or introduce uncertainty. It is a common phrase people use in communication, and any California judge will rule in favor of clear intent over technicality. Literally run it by your legal department and ask them how California judges rule in cases like this.

  We have small claims court paperwork ready to file. So you can waive the fee in good faith and we can part ways amicably (I'll even delete my negative reviews on ****** and Yelp), or we take you to court. If you're so confident about the law, I guess we'll have a California judge make the decision then.  $800, you really want it that bad to risk losing in a tenant friendly California court?
   
  ******* Sun

  

  Business Response

  Date: 02/24/2025

  We respectfully disagree that you provided proper notice. After you stated you thought you would be vacating, you inquired about a possible transfer onsite, as evidenced in our email communications. We confirmed with you at that time that if you chose to transfer onsite, it would effectively be putting your apartment on notice, and we advised you to be prepared with a vacate date if that was the route you wanted to go. We continue to dispute that your intentions were clear or that you provided proper written notice of your intent to vacate.

  
  

  Customer Answer

  Date: 02/24/2025

  Complaint: 22899675

  I am rejecting this response because:

  Your own reply explicitly acknowledges the validity of my position: you state, "You stated you thought you would be vacating," thus openly admitting that I communicated my intent to vacate more than 60 days prior to the lease end. Your argument hinges solely on the phrase "I think," which in common usage means "I believe to be true," and in no way indicates uncertainty regarding my decision to vacate. Additionally, in your communications, you requested a specific move-out date, to which I responded explicitly: "Sounds good! I think our move-out date will be 2/17 (the last day of our lease)." This response provided a clear and precise date in direct reply to your explicit request. Any California judge reviewing this communication will no doubt conclude this constitutes clear and sufficient notice.

  Furthermore, choosing not to execute an onsite transfer does not invalidate or negate the clear intent to vacate explicitly stated in my email. As previously documented, my brother did indeed utilize Equity Residential's transfer option for his move to *******, further evidencing our intention to vacate the current apartment.

  It's particularly disappointing that after being a loyal resident of ***** Apartments (an Equity Residential property) for over eight years, and with my brother continuing his tenancy within the Equity Residential network, the company has chosen to impose what amounts to a punitive fee rather than demonstrating appreciation or goodwill. Your insistence on pursuing this fee not only undermines longstanding tenant relationships but also reflects poorly on your customer relations and ethical practices.

  I have consulted legal counsel, prepared documentation, and completed all necessary paperwork to initiate a small claims court proceeding. This is my final communication on this matter: waive the unjustified fee immediately or be prepared to address this matter in court.

  Sincerely,
  ******* Sun

• Initial Complaint

  Date:02/02/2025

  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 1.15 applied to the ******, an Equity Residential property but on 1.30, the unit was relisted at a lower price. I called their office, spoke with ** ******, a leasing consultant, who acknowledged the new price. However, that the unit was greyed out, which prevented him from assisting further, but made a note to add unit to back to my application, and said to contact processing once they opened. ***** reinstated Unit 5501 to my application. When I mentioned the price and should be eligible for approval. She offered to review the details, but mentioned a 2.8 rate which I pointed out the website indicates 2.4. She apologized, assured me they would honor it, and promised to send a message for ****** ****, the processing agent assigned to my application, to call me, but that never happened. Throughout the day, I made several attempts to contact ******, only to be informed she was unavailable. The previous day she said she'd be off ********** thus was eager to address the error. It wasn't until I brought this up in an email, trying to catch her before her shift ended, that I received a denial in response. I was deeply unsettled by the lack of professionalism; it seemed that after I independently calculated the figures and highlighted the inconsistencies, the initial calculations had been flawed from the very beginning. To add to my frustration, the apartment was promptly re-listed. When I tried to log into my account, I was unable to do so, which led me to reapply for the unit, hoping to speak with someone in management the next morning. On 1.31.25 I received an email to refrain from submitting further applications, thus cancelling and eliminating my chances getting the apartment. I'm requesting my application be reinstated for Unit 5501 at $1,905/mo and an investigation to ensure there has not been a violation of the Fair Housing Act, as I feel this situation is unjust and unfair, affecting my ability to apply for housing equitably in the State of *******.

  

  Business Response

  Date: 02/18/2025

  We appreciate the opportunity to respond to this complaint, and we deny any violations of the Fair Housing Act. This applicant applied for an apartment but did not meet the income requirements based on the advertised rent amount. While our current income requirements are 2.8x the monthly rent, our team honored a 2.4x income multiplier, as reflected on the website at the time of her application. Our centralized applications team repeatedly requested the applicant provide pay stubs and bank statements, but she failed to provide them. Additionally, she was asked to submit a personal guarantor or W-2s, which were also not provided. As a result, she was placed on a waitlist.
  By the time this applicant was placed on the waitlist, the unit's pricing had decreased, and the applicant submitted a total of four applications. Since these applications were for the same person, they were inactivated and refunded. Due to further ongoing concerns with the applicant's aggressive behavior toward our staff, all of her applications were deactivated. However, she continually requests approval despite not providing the appropriate verifications to meet our qualification requirements.
  She was informed that if she wished to move forward with an application, she would need to submit a new application for an available unit and provide the required documentation within the given timeframe. We also clarified the income requirements for The ****** and assured her that if the website displayed a lower multiplier (below 2.8x) at the time of her application, we would honor it. 

  Customer Answer

  Date: 02/27/2025

  Complaint: 22889775
  
  I am rejecting this response because: During my recent trip to *******, I had a direct conversation with **** ******* at the ****** regarding the statements made in the complaint. His assertions were false, and at no point was I aggressive with the staff. I have consistently approached everyone with hospitality and compassion throughout this process. I believe the call can be reviewed, and I have additional documentation that I would be happy to attach for your reference. During my visit, I explained to **** that an error had occurred, which I found quite concerning. I even possess the email I sent to ****** **** from processing, expressing my excitement about being approved for unit 5501, especially since the price had dropped and even moreso after I discovered that I was being held to the incorrect rental rate of 2.8 instead of 2.4 according to the website and application I completed. Within minutes, I received a denial letter, and ****** did not reach out for any further information or indicate that she would investigate the issue. The unit was quickly put back on the market, prompting me to reapply, thinking it was a mistake. I intended to address the issue the next morning during business hours. However, I was taken aback to find that my application had been canceled, with claims that I was applying for another property, which was not true, and that I should not submit another application. While **** did extend an apology for the situation, it does not justify the way it was handled. I dedicated a considerable amount of time, energy, and effort to find the ideal location for my business relocation. He mentioned several units that would soon become available and assured me that the staff would provide pictures and/or details the following day, as I needed to leave and return to ************. Unfortunately, I did not receive any updates in the days that followed. He specifically pointed out unit 5502, located across from 5501, as well as 5401, which I'm somewhat interested in, though they won't be available for a while. He suggested I check the companys ******* channel for the layout since I would have to apply without seeing the units in person. My primary concern is receiving an equivalent unit at a similar price point to make up for this inconvenience, as I feel I have not been given a fair opportunity for the unit I initially applied for. Please advise of next steps towards a resolution. Thank you.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/11/2025

  We appreciate your feedback, but our stance remains the same.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22889775
  
  I am rejecting this response for the following reasons: the previous stance fails to provide a resolution to the complaint and does not address the concerns raised. In fact, it overlooks the primary issue, which involves an ethical business practice related to the email attachments that acknowledges the percentage error. Instead of addressing this professionally, a denial letter was immediately sent without justification and the unit was relisted and blocked off not giving me a fair opportunity to obtain it or speak with someone further. I sincerely hope this situation is not discriminatory, as my driver's licenseone of the required documentsclearly indicates my race. I would prefer not to escalate this matter by filing a housing discrimination complaint with the *************************************** (****) or the ************************************************ (***) and requesting an amicable solution with BBB's involvement. Thank you.
  
  Sincerely,
  
  ******* *****