Complaints

This profile includes complaints for Equity Residential's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Equity Residential

  2 N Riverside Plz Ste 400 Chicago, IL 60606-2624

  
• 

  Equity Residential

  711 Mayton Ct Bel Air, MD 21014-5315

• 

  Equity Residential

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

• 

  Equity Residential Property Management

  1500 Stonehaven Dr Boynton Beach, FL 33436-6524

• 

  Equity Residential Properties Management Corp

  2800 Bainbridge Dr Durham, NC 27713-1433

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2024

  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've been a resident at *************** and have encountered severe issues with a persistent and unbearable gas odor that has significantly impacted my health and well-being. My apartment has a strong GAS smell, and at night the odor gets strong as the apartment fills will a strong sulfur, eggy smell. The unit is UNLIVABLE.For months, I received inadequate responses from maintenance and management regarding my concerns. Maintenance often marked my work orders as complete without actually visiting or addressing the issue.After my concerns were repeatedly ignored, a maintenance worker (****?) finally confirmed the gas odor I was experiencing, noting that it was consistent with the odor that has permeated the Westerly building since its inception. He explained that management was aware of the issue and had implemented solutions in common areas such as the gym and front lobby. He also mentioned that the maintenance team was instructed by management to IGNORE MY COMPLAINTS, because they did not want to pay the high costs of fixing the problem in my unit.My concerns were finally acknowledged by management after months of being ignored or dismissed. However, the maintenance attempts that followed were insufficient and failed to resolve the odor permeating my living space. The proposed solution offered by management remained unfair as it shifted the financial burden onto me, despite the uninhabitability caused by their negligence.Its clear that Westerly ****** and Equity Residential prioritize profit over the health, safety, and well-being of its tenants. Moreover, management's responses to my complaints have been poor, as they have willingly misrepresented and minimized my legitimate concerns regarding my health and safety.

  

  Business Response

  Date: 07/22/2024

  Thank you for your continued communication regarding the odor issue in your unit. I sincerely apologize for the ongoing discomfort and inconvenience you have experienced.
  We want to acknowledge the seriousness of your concerns and assure you that the comfort and safety of all our residents are our top priorities. We understand how distressing this situation has been for you, and we deeply regret any perception that your concerns were not taken seriously.

  
  To clarify our position:
  Source of the Odor: Based on our investigations, the smell you are experiencing is from the water line and is not related to a gas leak. While we understand this does not mitigate the discomfort, it is important to clarify that it poses no danger.
  Remedial Actions: Despite our repeated attempts to address the odor, its inconsistency has made it difficult to fully eliminate. The smell has been intermittent, which has complicated our efforts to identify and resolve the source effectively.
  Previous Offers: We offered to transfer you to another unit as a potential solution, as noted in our previous email exchanges. We acknowledge that it took some time for a response, but we continued to stand by our offer, showing our commitment to resolving the issue.
  Communication and Accountability: We want to assure you that we have never ignored or disregarded your concerns. Our email records reflect our continuous communication and efforts to address the issue. We are sorry if our efforts did not meet your expectations.

  
  We deeply regret that the measures taken have not fully resolved the problem. Your feedback is invaluable, and we are committed to doing everything possible to improve your living conditions.

  
  Thank you for your patience and understanding. We remain dedicated to finding a satisfactory solution and ensuring your well-being. Please contact the management office directly so we may continue this discussion and better assist you with this matter. 

  
  Sincerely,
  Westerly
  

  
  

• Initial Complaint

  Date:07/11/2024

  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 documented emails & calls to the ****** Community Manager (s) and Corporate dating back to February of this year and I moved here Dec 2023. Most recent issue is that there is an active water leak. Management did NOT communicate to the residents in this building! It is being stated that it is not mold, however per the Center for Disease Control and Prevention, a general rule of thumb, according to the **** is that mold can start to develop on surfaces within 24 to 48 hours of water exposure. However, at this stage the mold spores are not easily visible to the naked eye. It usually takes around 18 to 21 days for the mold spores to colonize and become apparent. It has been well over 24hrs. When I asked the Community Manager for an estimated timeline of competition, he stated that he could not give me a timeline. When I continued to inquire, he became very hostile stating emphatically "this conversation is over, I'm done talking to you, you need to leave the leasing office now and threatened to call security. It has been one issue after another since I've been at The ******! It's exhausting trying to advocate just to live without your health and wellness being compromised or being scammed out of money. This entire living experience at The ****** is horrifically discouraging especially when you have a management and a corporate team that lacks appropriate communication skills and speaks unprofessionally aggressive with a tenant in distress and compromised health! The really dispiriting part is that my lease isn't up until April 25. The lack of a supportive community manager and a property that is continuing to have break-ins, violation of policies, rising community cost, ridiculous fees, scamming rent processing, lack of security, lack of transparency regarding safety, declining community aesthetic, undated Air BnB is so unfortunate! I can not wait until my lease it up! I would leave ASAP but I absolutely refuse to give The ****** ANY MORE money than I need to.

  

  Business Response

  Date: 07/22/2024

  We appreciate you raising your concerns. We have a new community manager at this property, who has attempted to assist you with your concerns but is continuously met with hostility. At this time, we have agreed to release you from your lease and will be connecting with you directly to discuss this option.

  Customer Answer

  Date: 07/22/2024

   
  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:07/09/2024

  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.

  As I've shared with you and the Equity Residential tea, multiple times, I was a victim of identity theft, with an account I thought was closed, breached with unauthorized charges and disputes. I also shared both the *** federal investigation, as well as the local police report and filings with Experian that I had with your team, but I was told I would have to work it out with the collection agency.Despite this, as a whole (Riverpark and Equity Residential) had policy to send my account to collections - rather than pursue the fraudulent party to recoup costs. I know you shared that your team supposedly reached out at the point it initially happened - but since then have been unable to connect with me directly or offer why they are holding me responsible for fraudulent activity.

  

  Business Response

  Date: 07/23/2024

  We've investigated this matter thoroughly and have no evidence to support this account is fraudulent. The former resident has filed a small claim matter, which we will vigorously defend.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21962917
  
  I am rejecting this response because: the "business" fails to provide any actual facts or documentation about the issue and is now claiming outlandish conclusions. Nothing has been done to resolve this on their part.
  
  Sincerely,
  
  Comfort Olagunju

  

  Business Response

  Date: 08/01/2024

  We regret that you are not satisfied with our response, but we have no evidence to support these allegations. We will let the judge determine the outcome in small claims court. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21962917
  
  I am rejecting this response because: The business has adopted the ***** ideology of facts and documentation not qualifying as evidence I see, how unfortunate. I am grateful for objective parties like judges that can employ basic cerebral thinking and logical deductions. Please do not contact me again or I will file a harassment lawsuit. Thanks. 
  
  Sincerely,
  
  Comfort Olagunju

• Initial Complaint

  Date:07/08/2024

  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.

  The air conditioning has gone out multiple times in my unit. There have been repairs dating back to when I moved into this unit in May of 2023. Multiple tickets submitted in Jul 2023, ultimately got maintenance staff to actually look at the ** V** system and they noticed that the vents were not even connected in the ceiling. There was a repair done in July 2023, to connect the vents; however, that was temporary fix because in Nov 2023 there was a heating issue. Over the past couple of weeks, the temperature has been so hot in my unit it has melted the wallpaper off the walls and the air conditioning does not cool below ***** degrees. I have also gone to stay with my parents in **** for three weeks (Jun 16-Jul 02, 2024) because submitting a ticket only has gotten a temporary fix.

  

  Business Response

  Date: 07/22/2024

  Thank you for sharing your concerns. We have been in touch with the resident and will be replacing the **** unit in their apartment, which is scheduled to take place on July 20. We have also addressed the other concerns and will continue our discussion with the resident directly to ensure their concerns are addressed.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21958075
  
  I am rejecting this response because: the apartment complex did not notify me until 4:17PM and 4:18PM on July 20 (2 missed calls with voicemails), that they would not be able to repair or replace the **** system. However, I received a phone call from the property manager at 9:27AM on July 22, that the repair/replacement was taking place within 20 mins of our call. This repair is a two day project and I was provided no advance notice, as I work from home with 2 dogs. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/29/2024

  Mid afternoon on Saturday, July 27, 2024, my AC stopped working again.  I called the emergency line with no answer and I called again on Sunday, Jul 28 and was on hold for over ***** mins with no luck (it was also 86 degrees outside but 91 degrees and rising in my APT). I ultimately had to submit a service request. 

  
  

  At this point, I believe compensation in the form of covering the charges for my energy bills for the months of Jun & Jul of this year or a discount on my monthly rent. The rental friendly wallpaper I have used does not even stick to the wall because it has increasingly gotten hotter in my unit. At minimum, I have not had a working HVAC unit/system for at least a 6-month period.

  
  

  BBBComplaint #********
  

  
  

  Regards,

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

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

  

  Business Response

  Date: 07/30/2024

  The resident was notified on 7/18 that the ** replacement would take place on 7/19, but due to supply shortages, the vendor could not get the unit until Saturday, 7/20. However, they arrived on site around 3 pm on Saturday, and the resident was not home. Therefore, they completed the replacement on Monday, 7/22. She was informed that the ** would be replaced in one day and the drywall would be repaired the day after. 
  
  
  Also, when discussing this matter with her on 7/18, she confirmed that the temporary portable units are functioning properly, the apartment is cool inside, and she does not need a third unit installed.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21958075
  
  I am rejecting this response because: 1) when submitting a service request, I provide permission to enter my unit during normal business hours without additional notice; 2) the leasing office does not close until 4 or 5PM on Saturdays; 3) I did not receive the first call from the leasing office until 4:05 PM; and 4) I have provided screenshots of me at home during the period they said I was not home and the email confirming the change in the repair/replacement date. The **** unit was not repaired until 07/22, but I did not receive a call about when the repair would be rescheduled until 10 mins before they arrived that day. I work from so I had to adjust my schedule and find an alternate worksite with 10mins notice. Additionally, the unit went down again on 07/27/2024; however, I was not home majority of that day, so I came home at around 9PM to my unit being over 91 degrees. I waited until 07/28/2024 to call the emergency line of which I called twice and waited about ***** mins each time with no answer or answering machine service, and I submitted a ticket for the maintenance. Someone did not respond until the following day (07/29/2024) and they added Freon to the **** system, because it was not added when it was initially replaced. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2024

  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 applied for an apartment called the ***** through their site on May 21st 2024. We paid a refundable deposit of $900. We were denied and told that we would receive a refund of $800 within 7-10business days. It is now July 7th and has been 32 business days. We have called and left messages and emails and we still have not received a response or our refund. At this point they are just holding our money.

  

  Business Response

  Date: 07/26/2024

  Hi ***********,
  I apologize for the inconvenience with the refund. It looks like the guest card was incorrectly marked as a prospect instead of an applicant, which is why the **** wasnt generated and the refund didn't process as expected.
  Ive reviewed the statement and confirmed that the payment was there. Ive issued an ACH request to accounting to expedite the refund. You should see the $800 holding deposit credited back to the card within two business dayslikely by Tuesday or Wednesday at the latest.
  Thank you for your patience, and please let me know if there's anything else I can assist with.

• Initial Complaint

  Date:07/03/2024

  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.

  Since day one, we have had floods, plumbing problems with taped up pipes, a broken front door, no hot water, no flushing toilet, gnats coming out the sink, rust filled air conditioner, exposed wires. and more. The issue was us unknowingly living in a home, constantly ill, due to mold infestation. After being fed up with over 30 plumbing issues, in less than a year in the home. need of repair include: 1. A non-working toilet, that is filed with black mold. 2.Open wires inside the home. 3. Drywall that was exposed to flooding and never addressed the risk of black mold. 4. Drywall not replaced during the remediation. 5. Fire alarms that have not been inspected (we have had notices for inspectors twice and our home was not done due to retaliation). 6. Painted sprinkler.I have respiratory issues and very bad asthma. The landlord knew about both of these medically documented disabilities and never followed the rules for proper *** accommodations.

  

  Business Response

  Date: 07/29/2024

  We generally dispute these allegations. Although the resident has had multiple service requests in their home, all that have been reported have been properly addressed. This is the first time we are hearing about some of these issues. However, when attempting to address maintenance concerns in the home, the resident refuses to provide access. The resident has also refused to communicate with us further. Despite this, we have and will continue to attempt to address their concerns and will be reaching out to them directly as it relates to these concerns. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21940183
  
  I am rejecting this response because: I have not refused access into the home. I have also not stopped communication. I have requested to speak with either the Regional or District Managers instead of the current management team. I requested this to have someone without feelings towards me, so that the repairs can be addressed. The management team has blackballed our home, and we are skipped over for service. The leasing office is aware of the issues because they were the ones that did it. 
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/01/2024

  We deny any claim that we have intentionally skipped service for this resident and their home. As previously stated, we have addressed all reported service related requests and concerns timely and appropriately, as we would for all residents. Prior to the recent service concerns communicated on July 2, 2024, the last request submitted by the resident was on March 5, 2024, which was appropriately addressed. We were not made aware of any incomplete, pending or otherwise unsatisfactory service related requests after this date. That said, we have scheduled an inspection of the home for July 31, 2024, with an arrival time between 1pm and 2pm, and which was agreed to by the resident. We are committed to addressing any deficiencies that *** be discovered during this inspection. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21940183
  
  I am rejecting this response because I have sent Equity Residential multiple messages for communication. Not accepting responsibility is easy, on your end; but, it is also unethical from a humanistic perspective. Striving to do right starts with making a conscious choice to do better. Doing better can be costly, but think about how you would want to be treated and how you would want your loved ones to be treated. Denying culpability is not a strong stance; the bigger person recognizes that power imbalance and stands to do right, all the time. That is what is what makes a good person and company. 
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/02/2024

  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 live in one of Equity residential apartment complexes. I am dealing with poor management who provides poor customer service about the mail services transition. The Complex circa *********************** in ******, ********, has poor management that is not upholding the values of the company, and I would like the higher-*** from the company to address this concern. I have had packages lost and stolen, and working with the onsite management has been futile.

  

  Business Response

  Date: 07/12/2024

  The community has recently implemented a new package room through Luxor, which is a secured package room that requires individual code access in order for residents to enter and retrieve their packages. There were some technical issues after the initial setup of this system and room, which were addressed and rectified as soon as possible. The resident voiced concern about issues getting into the room and general organization of the room, and reported one missing package that we were, unfortunately, never able to locate as we believe it was not delivered to the room by the courier. 
  
  
  Despite our team addressing the residents' concerns, the resident continued to bring up his complaints and was verbally abusive to the team, calling them incompetent idiots, which was addressed by the team via a lease violation. Nonetheless, we have offered the resident the opportunity to vacate without penalty as a customer service gesture for the missing package and general dissatisfaction. He has until July 29th to accept or refuse this offer. 

• Initial Complaint

  Date:06/25/2024

  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 lived here for 1 year and on my security deposit refund they are charging me a carpet replacement however, the inspection mentions that the carpet only needs to be cleaned with pet shampoo. I want it to be removed. This home had so much mold and all they ever did was paint and clean it and never investigated it full i emailed them and all they would say was to add a service request. I had damaged clothes and i got sick and didnt know why i was getting sick i told them i was feeling sick and still didnt do anything about it. But now they wanna charge me for a full carpet replacement. This is unfair

  

  Business Response

  Date: 07/03/2024

  Unfortunately, This apartment was left in terrible shape. We attempted to save the carpet with a deep clean, however, it was completely soiled with stains including several pet stains from multiple dogs that were not reported to us. The apartment also had a very bad case of fleas, we assume from the unreported dogs, which is also another reason for the carpet replacement and additional fee for pet treatment. The carpet was also less than 2 years old, replaced December 2022, and the resident was only charged for the prorated costs. 

• Initial Complaint

  Date:06/16/2024

  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.

  One of the apartments managed by this company, Fairchase, provided incomplete instructions for move-out. My spouse and I asked the property manager what needed to be completed when we moved out, and as he did not mention anything about utilities (gas, heating, internet), we did not cancel them. When we moved into the apartment, we received a router. Without instructions, we assumed it was property of the building and left it in the apartment after move-out along with other apartment-owned property such as the microwave. ******* informed us that we would need to return the router after we received a notification that someone was trying to connect to our internet; they will only accept the original router and will otherwise charge $175 if the router is not returned. We contacted the apartment complex about what happened to the router and they have provided no explanation other than maintenance may have thrown it out. This explanation doesnt answer why someone (probably the new tenant) is attempting to connect to the internet account. If the someone working for the apartment truly did throw out the router, we request a $175 refund from Equity Residential for destruction of this property. If the new tenant or someone else in the complex is using our old router, we request that Equity Residential turn it over so we may return it to ******* and no one has to pay $175.

  

  Business Response

  Date: 07/03/2024

  This couple has lived in 3 different apartments at ********* since 2020. They have transferred into a new apartment twice and knew that when they moved out of one apartment and into the other apartment that they should discontinue their **************, *************** and ************** services for their previous apartment that they no longer live in. On April 12, 2024, a standard move out letter was sent to both residents explaining the move out process which includes a reminder about maintaining utilities in their name through their vacate date. This letter was mailed out far in advance of their scheduled May 18, 2024 scheduled move out date. A second reminder letter was sent on 5/13/2024.
  
  
  Regarding, the router in question, the ******************* Mgr received communication from one of the residents that they received a notification from ******* that they had a limited time to return their router or they would be charged and the communication mentioned that the router appears to have been attempted to be used on the same day a new occupant moved into their previous dwelling. The former resident asked me to reach out to the new resident to ask if they had a white router in their apartment that they might have attempted to use. The ******************* Mgr spoke directly with the resident and the new resident said that there wasnt any white router in his apartment. He said that the only router he attempted to plug into was black.
  
  
  Based on the complaint by KWillard they have stated that When we moved into the apartment, we received a router. Without instructions, we assumed it was property of the building and left it in the apartment after move-out along with other apartment-owned property such as the microwave.  If they are the ones who received the router that means it was sent to them and was not addressed to Fairchase Apartments or Equity Residential and we would have no idea they had it in their possession. It sounds like they received their specific router from ******* and hooked it up and thought it should stay there. Fairchase representatives never told them to leave their ******* router in the apartment. When the ******************* Manager was told by the new resident that there wasnt a white router in the apartment he let one of the former residents know that it might have been discarded as left behind and that he would check with maintenance and the apartment renovation team. One maintenance team member recalled discarding a white router sometime in the previous few weeks, but could not remember which exact apartment. We can not determine if a router is a rental router or if it is a router owned by a resident. If it is left behind it is considered abandoned property and can be discarded.
  
  
  From their Resident Lease: Terms and Conditions portion of lease agreement:
  28. Abandoned Property: You understand that if you leave personal property in the Premises after you move-out or if you put your property in areas of the Community that are not designated for your use, we can determine that such property has been abandoned and we can take steps to remove or dispose of the property consistent with applicable laws. You agree that the value of any personal property you leave in the Premises after you move out has a value of $0.00. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21858274
  
  I am rejecting this response because: The business refuses to accept responsibility, so its not technically resolved.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/26/2024

  We regret you are unhappy with our response. However, our position on this matter is final. 

• Initial Complaint

  Date:06/07/2024

  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 was an employee of Equity Residential. I went on leave due to struggling with my mental health. On April 29th, I decided not to return to work due to my struggles continuing, and I resigned via email that same day. My lease was set to expire on June 25th. However, as an employee, when my employment was terminated, I was supposed to be presented with options: whether I would be allowed to stay on the property, whether my lease would continue at the regular rate, whether I would be allowed to renew, or if not, I would have 7 days to make a decision that was in my best interest. I awaited these communications and went physically into the office myself on three different occasions between April 29th and May 28th, but the community manager was not available. On May 28th, a Sheriff said I had a set court date for an eviction procedure. At that time, I still had not received ANY communication from the property since April 29th about my employment benefits ending or any communication about a past-due balance. Finally, I was able to speak to my community manager for the first time since I resigned, and she stated the system still showed me as an employee I informed her I had been waiting and reaching out about the option to either sign a new lease, renew, or take my 7-day option to leave, etc. She replied that she would figure out what was going on and reach back out to **** went to the office several times and sent numerous emails asking for an update. On July 7th they informed me they would not offer me a renewal. This was 18 days before my lease was set to expire and 38 days since I turned in my resignation. They then also stated that they would post-charge me for the days I was in the apartment at a regular rate even though I was never given the option to quit or opt out of that rate that should have been made available to me on April 29th or the following days after & allow me to stay for 2 more months at $3108 a month. All because they made a mistake.

  

  Business Response

  Date: 07/03/2024

  Mr. Ajibola notified that he had previously submitted his resignation with the company. He was informed at that time that, in accordance with his lease agreement, his employee concession will be removed after the submission of his resignation letter on April 29, 2024. As a courtesy, we extended the concession for an additional 7 days, which expired on May 7, 2024. This means the rent discount or benefit he received as an employee was no longer applicable as of that date. He did not pay the balance on his account, and received formal notice of non-payment. Though, he was informed that he still had the opportunity to settle the outstanding balance. He was also notified that he would receive a formal notice of non-renewal or, if he found a new home, we would release him from his lease agreement. Mr. Ajibola voluntarily vacated on June 16.  

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21819531
  
  I am rejecting this response because:

   

  The Business Flatly Lied in their response

   

  1, When I resigned on April 29th no information was provided to me. I simply recieved an email saying best wishes

  2, I was never told about the removed concession. Infact I was never told anything because what the company is not admitting in their response is that a Clerical Error was made on their side & they were NOT notified by their back office of my resignation. I was to be presented options giving me 7 days under the concessions or the chance to leave or the option to resign a new lease without the concession. They never presented these options until June 7th which is why i vacated the unit when the options were finally presented to me.

  3. The eviction was filed wrongely because the unpaid balance was only unpaid while waiting for the final amount of my rent to be calculated after we discussed if i was staying or leaving which never happened again due to their clerical error. The unpaid balance was about $500 in rent showing i paid for majority of the month since i expected to either stay or leave 7 days after they contacted me which again they did not do until June 7th
  
  I have attached the email they sent me about a lease change on June 7th which disproves their claim i was notified at the time of my resignation which starts the domino of disproving everything else they claimed. In the email they say my concessions was terminated according to my lease but that is NOT what the lease states at all. It states iw ill be contacted & options will be discussed. No where in there does it say anything about automatic cancellation of concessions. They are chooseing to cancel my concessions even though they did not give me the options outlined in the lease due to a clerical mistake on their end & only finally gave me those options after i brought to their attention i resigned & had been waiting for communication. I have also attached an email showing that. 

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

  

  Business Response

  Date: 07/17/2024

  We regret any confusing in this matter. However, this individual has vacated the community, and we are confident in the charges assessed to their account.