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

  2110 Powers Ferry Rd SE Ste 305 Atlanta, GA 30339-5015

• 

  Equity Residential

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

• 

  Equity Residential Properties Management Corp

  2800 Bainbridge Dr Durham, NC 27713-1433

• 

  Equity Residential Properties Management Corp

  3221 Lynn Ridge Dr Raleigh, NC 27613-8928

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:01/30/2025

  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.

  1/29 Came home to no heat or hot water. Called maintenance and front desk several times with no answer. Logged a complaint prior to me going to manager office. 1/30-awoke to ceiling leaking logged two complaints and called twice and second time someone picked up at left first message at 5:50a as I was told several people live on site on this apartment complex and the response time is poor

  

  Business Response

  Date: 02/24/2025

  We disagree with how this matter was handled. On Wednesday, January 29, Nichole emailed our Leasing Manager regarding no heat or hot water in her home at 4:10PM. She received her out of office and emailed the Community Manager at 4:30PM. The CM responded at 4:33PM to let her know that the emergency request had been entered and somebody would be there within ***** minutes. 
  
  
  Maintenance arrived onsite and quickly discovered that they were unable to resolve the issue. A vendor, **************** was then contacted. We emailed Nichole at 5:38PM to let her know that Patriot would be out within the half hour. They arrived onsite at 5:50PM and completed necessary repairs. I emailed Nichole back at 6:35PM to let her know that everything was all set. 
  
  
  On Thursday, January 30, Nichole called our emergency line at 5:50AM to report a leak in her home. By 6:35AM, maintenance had been to her unit to extract the water and find the source of the leak. A dehumidifier was also placed in her home. A vendor was contacted that same morning, and the issue was completely resolved by 1PM that same day.
  
  
  We acknowledge the inconvenience these incidents had on you, but we promptly responded and appropriately addressed these matters. If there's anything further we can do to assist you, please contact the management office directly. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22876688
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 02/26/2025

  Here are the additional Emails for this complaint. It shows the first call in to the Equity  that went in at 5a and someone did not show up from patriot plumber from 12:30p.
  I have videos when he actually came into my apartment. With the amount of water that was in the ceiling that response time is poor.
  
  
  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  Sent from my iPhone

  

  Business Response

  Date: 03/11/2025

  We regret you disagree with our position, but this matter has been resolved. If you have further concerns, please reach out to the management office directly. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22876688
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  To:Legal Department DMCA Notice ******************************************************************************************************** Subject: Complaint Regarding Holding Fee Dispute at 1 ***** ***** Dear *********** am filing this complaint regarding a holding fee dispute and unprofessional conduct at ********************************************************On Saturday, January 11, 2025, at approximately 4:00 PM, I applied for an apartment at the property and was approved almost instantly, despite applying outside of normal business hours. Upon reconsideration, I attempted to cancel, but the leasing office refused to refund my $200 holding fee, citing a 24-hour cancellation policy.However, the application stated approvals typically occur within 2-3 business days. Furthermore, the leasing office is only open Tuesday through Saturday, meaning I could not contact anyone until Tuesday. According to California law (Rule 1.10, California Code of Civil Procedure), weekends and holidays are excluded from time calculations unless explicitly stated otherwise. Therefore, the 24-hour cancellation period should have started on the first business day after approval, which was Tuesday. Denying my refund on this basis violates both the stated application terms and the law.When I raised these concerns, staff members Jayrold ****** and Mulan were rude and dismissive, creating a hostile environment. Their evasive behavior regarding the fee raised suspicions about potential misuse of funds, which further eroded my trust in the leasing offices integrity.While the property is visually appealing, my experience with the management was deeply disappointing. I request a full refund of my $200 holding fee, a review of leasing office practices, and transparency regarding fee policies.If a resolution is not reached promptly, I am prepared to escalate this matter through legal and consumer protection channels.Sincerely,**** *******

  

  Business Response

  Date: 01/24/2025

  Thank you for your inquiry. We regret to hear that we fell short of your expectations. Our policy is that you have 24 hours to cancel your application after you are notified of your approval. Our local team previously explained the cancellation process, consistent with the disclosures in the application. We did not receive any voicemails or emails from you within the 24-hour cancellation period. Therefore, your holding deposit was forfeited. 
  
  In an effort of good faith and in consideration of the circumstances, we have agreed to refund the holding deposit. The refund request was submitted on January 16, and you should be receiving the check within the next week or two. 

  Customer Answer

  Date: 02/04/2025

   
  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:01/14/2025

  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 a resident of the ******************************, operated by the Equity Residential. Around Dec 20th, 2024, in the late evening, our apartment began to have a strong oily spicy odour, which we couldn't get rid of by the ventilation. We thought it was a temporary issue. However, things got worse after the Christmas. This type of odour accumulated in our apartment, and in the midnight, waves of odour keep coming into worsened the situation even more, which made me cough from time to time. In the late evening Dec 26th, 2024, we called night security to check, the security found out the origin of odour was our downstair neighbors' cooking. We made a compliant to the apartment office in the morning of Dec 27th, and the property manager visited our apartment and checked the switch of ventilation. As he said, as long as the ventilation can rotate, there is no problem. But the ventilation doesn't work to vent these odour out, it vents in a lot more smoke into our apartment. I doubt the functionability of the ventilation, the property management told back us that the ventilation was intact, and there was nothing they could do to improve the situation. Now we have to seal closets in the kitchen and bathroom to prevent more odour coming into our apartment, and we have to open the balcony and windows in the midnight to get fresh air. This morning Dec 31st, the property manager informed me that he told the night security team to stop response toward my compliant, and if I don't accept, I should go away (with all fees and penalty). I pay for the rent, I have the right to live here. when there is a problem impacting on the habitability of my apartment, how could a manager try to silicence me and chase me away like this? And they alwasy misinterpretate my intention as to forbiden others to cook. But all my purpose of complaints is to improve the ventilation to better deal with the cooking odour. I am not a native speaker of English, I think they are taking advantage over me.

  

  Business Response

  Date: 01/31/2025

  Thank you for providing the opportunity to address the concerns raised by a resident regarding cooking odors and the management's response. We take all resident feedback seriously and strive to maintain a high standard of service in our community.
  The resident initially reached out to us on December 27th to report strong cooking odors and a concern about the ventilation system in their apartment. Our Service Manager promptly inspected their unit the same day and confirmed that the ventilation system was operating as designed. The resident was advised on best practices for mitigating odors in their home.
  Despite these efforts, the resident expressed dissatisfaction with the situation, reporting that cooking smells persisted, particularly at night. They also dispatched our Courtesy Patrol team on multiple occasions to request their neighbor cease cooking, which we explained is not enforceable under the terms of our lease agreements, as cooking is not a lease violation.
  Over the course of several days, our team continued to address the resident's concerns. We:
  Re-inspected the ventilation systems in both the resident's apartment and the neighboring unit.
  Verified that all systems were functioning properly.
  Provided best practices to the neighboring resident to minimize cooking odors and requested they adjust their schedule where possible.
  Offered the resident options for transferring to a different unit or terminating their lease if they continued to feel their apartment was uninhabitable.
  We communicated each step of our process and findings to the resident, providing updates in a timely manner. On January 10th, we shared that the ventilation system was intact and operational, and the neighboring resident agreed to adjust their cooking schedule to reduce disruptions. The resident acknowledged our efforts and indicated they would monitor the situation moving forward.
  As of January 24th, we have not received any further complaints or correspondence from the resident. Based on this, we believe the issue has been resolved.
  We regret any inconvenience the resident experienced and are committed to addressing concerns promptly and thoroughly. We believe we have taken all reasonable steps to resolve this matter while adhering to the terms of the lease agreement and the community policies.
  Please do not hesitate to reach out if additional clarification or documentation is needed.

• Initial Complaint

  Date:01/08/2025

  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.

  We moved out of Circa *********** on Sep 15, 2024. We requested multiple times that they do a walk through of the unit to ensure our vision of a clean apartment aligned with theirs. When they finally did the walk-through, they pointed out spots that needed paint touch-*** and provided us with the appropriate paint, which we used to touch up accordingly. We were then assured that the apartment was in excellent condition and should not require additional cleanings and payments. Despite all of this, the business proceeded to charge us with carpet cleaning and paint fees that are not our responsibility as Colorado renters. They claim that there is damage to the unit which does not fall under "normal wear and tear", but their cited evidence falls under normal wear and tear according to CO law (see website below). These fees are exorbitant and represent bad business practices. They are also unlawful.**************************************************************************************************************** are including what we wrote to them in an email when trying to sort it out with management (Re: #1-305 Final charges.pdf).They sent $239.48 to collections. Based on paying only the remaining Utility fees, we should owe them $120.98. We have attached their accounting of final payments and credits (****** Statement ****** Gupta.pdf) as well as our simplified sheet with notes (Presh accounting for Circa). This should also be corrected with our credit agency as the bill has been turned over to collections. We are happy to pay but they did not budge with unreasonable charges for us as renters.

  

  Business Response

  Date: 01/31/2025

  Dear ******,
  Thank you for bringing your concerns to our attention regarding your move-out from **************************** on September 15, 2024. We take all feedback seriously and appreciate the opportunity to address the matters you have raised.
  Our team has made several attempts to work with you to settle the balance on your account prior to sending it to a third-party collections agency. In recognition of your concerns and to facilitate a resolution, we previously agreed to waive certain charges and reduced the final balance due. We also proposed flexible payment arrangements and settlement options that we believed would benefit both parties and allow for an amicable resolution. Our onsite and offsite team have also engaged with you in multiple communications to explain the charges, address your questions and provide clarity regarding the move out process and associated costs. 
  At your request, a walkthrough of your unit was conducted, during which specific touch-up paint requirements were identified. We provided the necessary paint for these touch-**** and we appreciate your cooperation in addressing these areas. However, during the final inspection after your departure, additional issues were identified that required attention. Specifically carpet cleaning which necessitated professional cleaning and is outlined in the lease agreement and painting of the apartment. Certain areas of the unit required additional painting to restore the apartment to a condition suitable for new occupancy. This also extended beyond what is classified as normal wear and tear under Colorado law.
  We understand that you may disagree with these assessments. Our charges are based on documented policies provided to all residents and align with ******** state regulations. The determination of normal wear and tear versus tenant responsibility is made following a thorough review of the units condition upon move-out.
  The total amount of $239.48 sent to collections includes charges deemed necessary for the restoration of the unit for damages above normal wear and tear, as well as any outstanding utility fees. This final balance includes the credits that we already applied as an effort to settle the balance. We have reviewed the documentation you provided, including your simplified accounting sheet and notes, and if a discrepancy is identified, we will promptly correct the balance and communicate the adjustment to the collections agency to ensure your credit report reflects any updates accurately.
  Thank you for your patience and cooperation as we work to resolve this matter. We value your tenancy and regret that your experience did not meet your expectations.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22782871
  
  I am rejecting this response because:

   Nothing in the unit qualified as beyond normal wear and tear. We made every effort to cooperate extensively with Circa and communicated extensively with them to coordinate a check-out evaluation but they did not comply, and instead stuck us with a massive bill following check-out. Further, despite their statement stating that we addressed the painting touchups, they still charged us $194 for painting. This constitutes predatory business practices.

  We made many attempts to communicate with them and complied with their requests for receipts. Despite this, ***** continues to state that the unit "necessitated" carpet cleaning and has damage beyond normal wear and tear though it is clear from the photographs that there is nothing in the unit beyond normal wear and tear. We are happy to pay the utility bills as outlined in our simplified statement, amounting to $118.50. We do not agree with the additional cleaning & painting charges Circa is requiring.

  
  Sincerely,
  
  ****** ***** & ***** ********

  

  Business Response

  Date: 02/18/2025

  We disagree with your position. The move-out charges for damages were previously reduced from $613.28 to $21.90 in October. The remaining $217.50 consists of your final RUBS charges through your vacate date, leaving you with a final balance of $239.48. These charges are valid and will not be further reduced. Please reach out to *** to pay this final balance. 

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Tenant at one of the properties managed by this management company. I've attempted to email the residential complaint, email the ceo of the company, and I have also requested from the property manager her boss information and she has refused to provide me with the information. It has been repeated issues with property manager and the staff. I have live in this property since it was built and they has been so many unresolved issues and no one is reaching out when complaints are filed in order to resolve the issues thats being brought to their attention. Myself and other tenants have also raised several complaints that's going unnoticed. Key fobs do not work, property manager is failing to resolve all of tenants complaint. Filing this complaint has been my last resort. I am demanding to speak with someone from the corporate office immediately

  

  Business Response

  Date: 01/02/2025

  The issue has been resolved directly with the resident.

• Initial Complaint

  Date:11/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint due to poor customer service received by a leasing consultant at an Equity Residential property. I went to the front office to report an issue for the 2nd time and the leasing consultant refused to take ownership of the issue and help me to resolve it. I explained to the leasing consultant that usually when a resident request help resolving an issue someone in the business will say I will own the issue until it is resolved. The leasing consultant instead said Im not getting involved and Im not stepping on anyones toes. I asked for the general managers information and she refused to provide it. She told me to look at their website to get it. Her nom chalant nature and lack of customer service is the reason for this complaint. I suppose the issue of missing packages in their care is not worth addressing or looking into. It saddens me that this community has taken such a terrible downhill spiral as it relates to customer service. Shameful.

  

  Business Response

  Date: 01/02/2025

  Thank you for sharing your concerns. It's our understanding that the management team has resolved this matter with you
  directly. Please reach out to them if you have any additional concerns.

• Initial Complaint

  Date:11/27/2024

  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.

  Equity residential owes me $1500 in concession fees. I was offered this money in May of 2024. While my dispute is ongoing, I have not received a single response from Equity since July despite having sent many emails. They do not provide a phone number to call. This community is an unsafe place to live. I am requesting to be released from my lease immediately after a horrific incident with a package thief in the garage. Despite reporting this event to the leasing office, no action was taken and my email once again went unanswered.

  

  Business Response

  Date: 12/09/2024

  Thank you for sharing your concerns. The previously offered concession was offered as a good faith gesture given the concerns you raised at that time and was contingent upon you signing a release of claim, which you have not done. There is no legal obligation to provide this concession, and we will not proceed with posting it until we receive the signed agreement. If you are interested in proceeding, please contact the management office directly to finalize the necessary paperwork.
  
  
  We also regret that you were a victim of a package theft from the common areas of the community. However, we see no basis that would obligate us to release you from your lease agreement as a result of this matter. If you have any additional concerns, please reach out to the management office directly. 

• Initial Complaint

  Date:11/21/2024

  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.

  I became a resident of the Iris O4W location in late April of 2024. Since either before that date or sense then all elevators' inspections have expired. One of the elevators has never worked properly since moving in and another hasn't been able to be called normally or open on selected floors for the last ~month. I've only received 1 notification of 1 of the 3 elevators being worked on but it did not fix the issue and all 3 elevators are still expired. This is a safety and accessibility issue. They also do not enforce dogs being on lease when they're outside of residents' apartments. After flagging off leash dogs for 6 months they finally put up signs but there continue to be unleashed dogs. This is a safety issue.

  

  Business Response

  Date: 12/09/2024

  The property is in full compliance with all elevator inspections and associated fees. The permits expired due to severe delays with the state commissioners office in scheduling and conducting the physical inspection. As of now, the inspections have been performed and our permits are up to date.
  Additionally, our pet and leash policies are clearly outlined in the lease agreements and are strictly enforced. Residents who do not comply with these policies are promptly notified, and lease violations are issued when necessary. We take these matters seriously to maintain a safe and respectful environment for all residents. Should you notice an off-leash animal in the community, we ask that you please notify us so we may properly address the issue with the offending resident. 
  At this time, we see no basis that would obligate us to release you from your lease. Should you wish to vacate prior to your lease expiration, please contact the office directly to discuss your options. 

  Customer Answer

  Date: 12/17/2024

  Complaint: 22589611
  
  I am rejecting this response because: It appears that my response not accepting the businesses response was not saved or did not go through properly and was assumed resolved. 
  
  Please find the evidence attached as to why I do not accept their response. 
  
  -A dog was attacked within the building by an off leash dog. Proving once again that there is no real prevention or action being taken to prevent this sort of occurrence. Being reactive is not acceptable and clearly the threats of fines are doing nothing. 
  
  -They claim the government offices in charge of reviewing elevators were backed up for over 6 months. But I reported the out of date elevators to the fire marshals on 10/31/24 and they were reviewed within the next two weeks. This indicates that there was no delay, but that the business wasn't being proactive about our safety yet again. The elevators for that matter continue to not work properly and submitted tickets are being ignored. 
  
  Please let me know if you have any further questions.
  
  Thanks.
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 01/06/2025

  The property is in full compliance with all elevator inspections and associated fees. The permits expired due to severe delays with the state commissioners office in scheduling and conducting the physical inspection. As of now, the inspections have been performed and our permits are up to date.
  Additionally, our pet and leash policies are clearly outlined in the lease agreements and are strictly enforced. Residents who do not comply with these policies are promptly notified, and lease violations are issued when necessary. We take these matters seriously to maintain a safe and respectful environment for all residents. Should you notice an off-leash animal in the community, we ask that you please notify us so we may properly address the issue with the offending resident. 
  At this time, we see no basis that would obligate us to release you from your lease. Should you wish to vacate prior to your lease expiration, please contact the office directly to discuss your options. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22589611
  
  I am rejecting this response because of the same reasons stated in my first rejection and the provided evidence. 

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

• Initial Complaint

  Date:11/10/2024

  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 am filing a complaint against 1500 Mass Apartments due to their failure to return my security deposit for nearly three months since my move-out date on August 14, 2024. Under Washington, DC law, landlords are required to return security deposits within 45 days of the lease ending, yet despite repeated follow-up emails, the property management has not provided my deposit. Instead, they have consistently delayed and provided various excuses rather than returning my funds. I have met all requirements for a full refund, and I am seeking BBBs assistance to facilitate the prompt return of my deposit in accordance with ** regulations. Thank you for your attention to this matter.

  

  Business Response

  Date: 12/03/2024

   Yujia,
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to address this matter.
  Our records indicate that we made three separate attempts to mail your security deposit to the address you initially provided. Unfortunately, each mailing was returned as undeliverable. 
  After notifying you of the issue, we requested an alternative address to ensure successful delivery. On November 17th, we received the updated address from you. Following this update, we promptly issued a new check and sent it to the revised address.
  Please know that we are committed to resolving this matter fully and ensuring that you receive your deposit. If there are any further concerns or if the new mailing does not reach you.
  Thank you for your patience and understanding as we worked to resolve this issue.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22538450
  
  I am rejecting this response because: I want to let you know that I still have not received the funds after providing my updated address on November 17th.
  
  To assist in resolving this matter, I kindly request that you share the mailing tracking details with me, as I have been unable to track the mail on my end. This is an unusual situation, as I have provided my address to various organizations in the past without any issues.

  Additionally, I would like to emphasize that mailing issues should not serve as an obstacle to receiving my refund. It is my legal right to receive these funds within the specified timeframe, and as this matter has now exceeded that limit, I feel my rights are being compromised. I would greatly appreciate your prompt support in resolving this issue to ensure my rights are upheld.
  

  Alternatively, I would greatly appreciate it if you could process the payment through direct deposit or another secure online method. This approach would ensure I receive the funds promptly, and you would still have a record of the transaction for your records.
  
  I appreciate your efforts to ensure this is resolved and look forward to hearing from you.

  Thank you for your attention to this matter.

  Sincerely,
  
  Yujia Qi

  

  Business Response

  Date: 12/09/2024

  The current refund check was sent out three times and it returned to us as undeliverable three times.  A stop payment/void has been requested and a reissue check has been requested to be sent to the updated address provided by the former resident, which will be processed for on 12/17/2024.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22538450
  
  Thank you for the update. However, Im disappointed to learn that the check was not mailed to the updated address as previously communicated. As I mentioned earlier, I am more than willing to visit your office in person to receive the refund via direct deposit, cash, or by picking up the check directly, as I am located nearby. If mailing is the only option you insist on, I will cooperate, but this continued delay is becoming increasingly frustrating.

  
  As Ive clarified multiple times, the address I provided is correct. If delivery has failed repeatedly, its likely due to an error on your end, either in processing or updating the information. It has now been four months, and the inability to resolve this matter has become unacceptable.

  
  Please confirm the resolution timeline and ensure no further errors are made in processing this refund. I trust this will be handled promptly moving forward. If this issue is not resolved immediately, I will have no choice but to report this matter and seek legal assistance until the refund is received.
  
  Sincerely,
  Yujia Qi

• Initial Complaint

  Date:11/06/2024

  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.

  Equity Residential Property:******************************************************On November 5th, 2024 my wife and I were charged $11,168.18 to our Equity Residential portal. This charge is incorrect. It caused a chain of events and failure of communication involving an unauthorized electronic election by property management, on the Lease Break Options within the *** leasing program. Tuesday, November 5th, 2024 at 4:45PM, it was learned that the leasing office committed two serious actions. First, was the unauthorized election of one of the two lease break options, without our consent. Second was failure to submit any Move-Out documentation either electronic or in writing explaining our Lease Break options to us. The financial option that was chosen by the **** Upper West Side leasing office personnel and community management, without our consent, was to pay rent from July 2024 to October 2024 or until our unit of 2572 was rented. This unlawful election within the *** lease system was done by the leasing agents under the leadership and supervision of the Community Manager, without any form of written and verbal acknowledgement from my wife and I. In addition, there was absolutely no email or written communication from the leasing office about this election.Neither my wife nor I received any formal electronic and/or written documentation from the leasing office presenting us with the two following lease break options: Option one was to pay two months rent which would terminate the lease agreement. Option two was to pay rent from July 2024 until October 2024 or until the unit was rented to terminate the lease agreement. Upon further investigation of the account, the Community Manager realized that the option was elected not by us but by the office leasing agents.Due to negligence, unauthorized election of the lease break options, failure to send important break lease documentation, we will not be held responsible for the outstanding balance on the account.

  

  Business Response

  Date: 12/09/2024

  Thank you for sharing your concerns. Residents have the ability to submit notice of their intent to vacate their apartment on our resident portal. Our records indicate that you notified the management office on June 29, 2024, that you had purchased a home and vacated the apartment. Consistent with the terms of the lease agreement, if you terminate your lease prior to its expiration, you will be responsible for rent until a new resident moves in or the lease term expires, whichever occurs first. As this was our first notice of your vacate date, we proceeded with the default terms of the lease agreement. For these reasons, we deny that we have any obligation to refund any amounts to you associated with terminating your lease prior to its expiration date. If you would like to discuss this further, please contact the management office directly.