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

  2202 West Liddel Road Duluth, GA 30096

• 

  Equity Residential

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

• 

  Equity Residential

  35 Sharon Rd Waterbury, CT 06705

• 

  Equity Residential

  3885 George Busbee Pkwy NW Kennesaw, GA 30144-6603

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:04/25/2024

  Type:Billing 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.

  In March 2023 I was made aware of a fraudulent collection ($8822) on my consumer credit reports with Mozaic at ************* - an Equity Residential apartment complex in **********. I contacted them directly to inform them I was a victim of identity theft, and to dispute/clear the debt from my name and reports. At that time, I provided my FTC report, police report, and Texas drivers license. I requested that the documents used in the fraud be sent to me so that I can add to my police report and so that I can try and find out what all was being used. They declined my request for documents. They also said that unless an officer from my police report contacted them, they cannot do anything about the issue. I called and requested an officer to call ****** twice and the apartment manager said no one called them. I asked what else I can do to prove that this wasn't me and she said nothing can happen unless they speak with law enforcement. In March 2024, I was made aware of several more fraudulent leases in collections on my credit report totaling nearly $300,000. There is now an additional collection from Mozaic ($2412) along with the original one mentioned above. I am disputing directly with the collection companies for all of the fraudulent leases, but the one account for $2412 states that it is directly with Mozaic. I have tried reaching them again on the following dates: 3/21/24 Mozaic - *** said manager would call me back. 3/29/24 Mozaic - left message 3/29/24 Equity Residential - left message 4/3/24 *************** returned my call and said manager was not in office and there wasn't anyone else that could help. 4/3/24 Equity Residential - left message 4/5/24 Equity Residential - left message 4/10/24 Mozaic - left message 4/10/24 Equity Residential - left message At this point, I do not know what else I can do and was advised by my credit restoration agent to file this complaint.

  

  Business Response

  Date: 05/29/2024

  We have been able to further investigate this matter and have determined this to, indeed, be fraud. As such, we will be removing the balance from the account and will remove any and all reporting on our end. We trust this resolves your concerns, but you may contact the management office directly if you need anything further. 

  Customer Answer

  Date: 05/30/2024

   
  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. I would appreciate a letter from Mozaic/Equity Residential stating that this has been determined as fraud and that any and all related information regarding this business is to be removed from all of my consumer credit reporting agencies. I have also requested from Mozaic/Equity Residential all documents used in this fraud with my name and identifying information to be sent to me as well per FCRA. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/24/2024

  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 vacated unit 191 at the *************** on May 24, 2024. April 10, 2024 I was assessed charges totaling $1,829.09 for Unit 191. The charges included cleaning and repairs to the apartment and replacement of 495 square feet of flooring, which is essentially the totality of the square footage of the entire studio apartment. I reached out to the front office and was answered by ************************* who claimed the floors had to be replaced due to an "overwhelming smell" of cat urine. When I vacated the unit, it was left free of any pet odors and mopped condition. I took photos to reflect same. The floors were free of dirt, stains, or any form of damage. ************** provided me with ********'s "Move-Out-Project" document that was recorded by ********'s maintenance team on March 25, 2024 and each instance of the floors was documented as "Good". No smell was noted on the report. I reached out to Equity Residential and answered by *******************************. ************** and ********************** both claimed an "overwhelming" odor was present once cleaning was undertaken. The fact that the purported smell was "discovered" AFTER cleaning started does not equate to an overwhelming smell. I was invited by ************** to tour unit 191 on April 12, ************************************************************ the apartment. It was not. She claimed the apartment smelled like "CAT" and agreed that the smell could be SUBJECTIVE, which is odd coming from a purported "pet friendly" community. While there was yellow staining to a baseboard (which I believe may be due to water from the tub behind the same wall), the yellowed baseboard had NOT been repaired upon the tour. HAD that been due to pet staining, why was that not replaced FIRST instead of 495 sq. feet of like new flooring? The replacement of the flooring is nothing short of fraudulent. There was no smell when I vacated and certainly not 20 days and a new floor later, despite ****************** claim to my FACE there was STILL a smell. I have video of the tour.

  

  Business Response

  Date: 05/21/2024

  After carefully assessing the situation, we stand by our initial assessment that the charges are indeed accurate. The damages incurred, particularly the severe pet damage to the flooring and baseboards, necessitated extensive repair work. This included the replacement of plank flooring, along with the application of a pet seal to the subfloor to mitigate future issues. Additionally, the baseboards, which were saturated with urine, had to be removed and replaced, with treatment required for the affected drywall behind them. These damages resulted in an unpleasant and strong odor within the home. As a gesture of goodwill in an effort to collect payment, we have already reduced the charges by 50%. We believe this reduction reflects a fair compromise given the extent of the damages and the associated repair costs.
  
  Regrettably, we are unable to offer any further reduction beyond the current adjustment. The charges will remain on the account until they are settled. We genuinely hope for an amicable resolution and urge Ms. Cahill to settle the outstanding balance to avoid any further escalation.
  Does the Community email need to be copied: no

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21621920
  
  I am rejecting this response because:
  This issue has not been resolved and the business, Equity Residential, has not responded nor have they provided any input.
  
  What are my options for keeping the complaint open?
  
  As a matter of fact, they provided me with false invoices to try to substantiate the claims.
  
  Thank you for any assistance you can provide.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/30/2024

  We regret that you disagree with our position, but it remains the same. We have evidence of the damage and the charges are justified. Our position remains firm. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21621920
  
  I am rejecting this response because:

  I regret to inform you that your "evidence" is fraudulent and my position remains firm. I will not be paying a dime for your fraudulent claims and am ready, willing, and able to go to a Texas court to decide. Any threats or actions as to reporting to credit reporting agencies will be dealt with in accordance to fair debt collection laws. My dispute remains.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/23/2024

  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.

  My roommate and I moved out on Jan 22 and paid all the charges on the final bill on Jan 31st. We made a double payment of $314.86 at that time and worried one could fail, so we reached out to the office for clarification, the reply was if the duplicate payment was successful, the excess amount would be refunded via check. Later on Feb 18 I received the refund check and successfully deposited it, assuming that the matter had been resolved satisfactorily. However, on Feb 22 we received a new update from Equity regarding a charge of $25 for insufficient notice plus the previous charge of $314.96. This indicates that the company made a mistake in the amount they received, which not only required us to return the refund they gave us, but also to pay an additional $25 NSF fee. Although we believe that the responsibility should lie with the company for refunding us without finalizing the bill, we still paid again including the $25 NSF fee on March 4th. By then, the bill should have been settled. BUT, over one and a half month later, our account shows another charge of $25 again. This is ridiculous. We have exceeded our patience limit, and my roommate and I hope the company will address this issue with the attitude that should be given to their customers.

  

  Business Response

  Date: 04/29/2024

  Thank you for bringing this matter to our attention. We take resident concerns very seriously and we are assisting Huiyang Fan with their concerns.
  We have thoroughly investigated the issue with our accounting team and identified a $25 charge that was applied to ***********'s account in error. We sincerely apologize for this mistake and any inconvenience it may have caused.
  We are happy to inform you that we have processed a full credit for the $25 charge. Huiyang Fans account balance is now at zero.
  We strive to provide accurate and transparent billing practices for all our residents. We will be reviewing our internal procedures to ensure similar errors do not occur in the future.
  We have reached out to Huiyang Fan directly to apologize for the inconvenience and confirm the resolution of the issue.
  Thank you again for your involvement. Please do not hesitate to contact us if you have any further questions or concerns.
  
  

• Initial Complaint

  Date:04/18/2024

  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.

  Starting March 23rd, 2024 we don't have locked mailboxes in our apartment complex.Based on ****************************************************************** dwelling also may be considered uninhabitable (unlivable) if it substantially lacks any of the following: A locking mail box for each unit. The mail box must be consistent with the United ********************* standards for apartment housing mail boxes So, I think they need to reimburse some amount of monthly rent payment to EACH resident who doesn't have locked mailbox

  

  Business Response

  Date: 05/07/2024

  We apologize for the inconvenience you have experienced due to the broken mailboxes.  We understand the frustration and inconvenience this has caused.  Please know that we have been actively working to resolve the issue, and we expect the replacement mailboxes to be installed during the week of May 6th.  Regarding your request for rent reimbursement due to the lack of a locked mailbox, we understand your concern.  We want to clarify that we provide locked mailboxes following the California tenant's guide, and unfortunately, they were vandalized, necessitating replacement. While we strive to provide a comfortable living environment for all residents, a lack of a locked mailbox in this situation does not render your residence uninhabitable. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21596346
  
  I am rejecting this response because:

  1. Initially, residents have been told everything will be replaced (aka fixed) by May, 6th. Today is May, 8th and there is no ETA (pls see attached photo).

  2. You're failing to provide locked mailboxes for months already (they have been vandalized many times by your own resident who used to live in the same Building 7). And in March, 23rd **** decided to STOP mail delivery b/c you guys were failing to fix this endless issue!

  3. Per California Tenants Guide: A dwelling also may be considered uninhabitable (unlivable) if it substantially lacks any of the following: "A locking mail box for each unit. The mail box must be consistent with the United ********************* standards for apartment housing mail boxes.". As being said already, you're failing to do this for months already.

  PS: Please don't rely on the info provided by ****** or her team - they are completely incompetent in their jobs. You're just wasting your time and my time.

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

• Initial Complaint

  Date:04/15/2024

  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.

  In November 2023, I responded to a request for renters insurance via email. Despite not receiving a reply, the property enrolled me in another insurance plan without my consent, which I consider unethical. The corporate office addressed my complaint in March 2024, but despite complying with their requests, they haven't credited my account or stopped the monthly charges. I've asked for a prompt refund, warning of a complaint if they further delay. The property manager and corporate office have ignored my email communications. If needed, I can also provide statements to support the amount requested for full reimbursement.

  

  Business Response

  Date: 04/29/2024

  We've credited back the amount billed for the renters insurance. 

• Initial Complaint

  Date:04/09/2024

  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 at ******** weeks had passed without anyone contacting me after calling corporate speaking to the leasing agent and the property manager I was still gave the run around about then being short staffed like thats my fault so I requested a refund and its been 2 weeks and I never seen A refund in my life take 2 weeks after being submitted I need someone to review my refund and get it to me asap

  

  Business Response

  Date: 05/07/2024

  We apologize for the delay in your refund. After your conversation with the Community Manager ******** last week, she reached out to the team that processes refunds and there was a glitch in the system that is causing the delay for a couple of our applicants. Our applications and centralized business team are working together to get the refund processed immediately. The Community Manager will send a follow up as soon as possible.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21552950
  
  I am rejecting this response because:this has been over 30 days and your response isnt good enough I need my money 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/30/2024

  As a gesture of goodwill we have refunded your application fee. Please reach out to the onsite team directly if you have any further concerns.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21552950
  
  I am rejecting this response because: i have not received my full refund 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/28/2024

  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.

  Equity Residential is charging us excessive/unnecessary costs for a final move out statement.The move-out inspection states additional charges for paint, floor scrub and polish, and labor to fix damaged doors.The initial request for a replacement of the doors was more than 60 days prior to moving out. Non-emergency requests should be taken care of in a reasonable timeframe (30 days) from documented requests.Additionally, paint fees and floor scrub and polish fees are extremely high compared to the necessary work needed. The floor was not reported as damaged upon moving out, but we were surprised to see the scrub and polish needed to repair "damages." The charges for paint are excessive compared to the amount of paint needed to fix minor damages to the drywall. In most cases, nail holes and scuffs to the wall are covered under wear and tear and therefor not a required tenant charge. We were charged $330 for paint costs alone to fix two small tears in the drywall and a small closet space. We were charged $120 for floor and polish costs outside of the cleaning fees already put on. We were charged $150 for drywall repair to fix two minor rips in the drywall (not holes) and to remove a foam adhesive in a small closet area. Lastly labor charges of $102 to fix the doors we requested to be replace months before moving out (this would have covered labor costs if done in a timely manner)The additional charges of $702 seem extremely high for the amount of work needed/done and the company refuses to lower the statement costs.

  

  Business Response

  Date: 04/02/2024

  Hello *******, 
  
  
  We thank you for your time in attempting to address conflicts that *** have come up during your conversation with the team in regards to your move out charges. 
  
  
  We are certainly willing to work with you when it comes to the total charges of your apartment after vacating. Have you had an opportunity to speak with the General Manager in regards to your concerns? 
  
  
  After reviewing your final move out inspection report, the charges seem to be justified at the community. Given the amount of time it took to address the issues with your door, I do agree that waiving the labor costs associated with replacement of your doors assessed during move out would be fair. 
  
  
  The flooring charges were due to pet urine stains and odor visible during their final walk. All paint and labor associated with paint seem to be justified as well given the images seen on the final inspection. These would be deemed outside of normal wear and tear. 
  
  
  Please email General Manager *************************** with any final thoughts and/or confirmation of said fees being waived to proceed. 
  
  
  Thank you
  
  

  Customer Answer

  Date: 04/03/2024

  Complaint: 21501867
  
  Thank you for taking the time to respond to these issues. We appreciate the offer to reduce labor charges of the doors. Additionally, the doors when replaced the first time were $100/unit and on the final statement were $120/unit. We would seek a reduction to the correct cost of these items.

  To clarify, the pet stains/urine were for the carpeted areas which was a cost of $637 -- we are not disputing this charge.

  We are disputing the "floor scrub and polish" of the hardwood area since it is not reported as damaged, it is reported as "dirty" whereas HUD document states this would not be negligence on our part and is not a charge the tenant would normally have to pay. You would not scrub and polish a formerly carpeted area, due to the type of wood, especially since the stains would not penetrate the carpet padding.

  Additionally, the issue regarding paint is that we are being charged with $330 for 5 gallons of paint and "full contract paint" to cover a surface area of damage that is less than 6 square ft. of space. Outside of this reported damage, the paint is a cost that is not charged to the tenant as per HUD document included. No other damages were reported. Therefore, we would be willing to pay for the paint to cover the materials and time to fix the damages, not the paint to cover the entire apartment. We are not disputing the $150 charge for drywall repair.

  To review, the following additional charges we find are excessive:
  $101 "Replace 2 damaged interior door slabs" (labor)
  $40 additional charges for cost of door slabs themselves (based on first repair of $100 per door)
  $120 "Floor scrub and polish" - we are not disputing the damages to the carpet as you mentioned in your response, just the hard wood floor that was marked as "dirty" not damaged.
  $330 "Full contract paint" - A single gallon of paint + 1 hour of labor would be a reasonable cost for the reported damages.
  
  This would bring a total cost reduction of $548 (based on $33/hr labor cost from the statement by EQR and $10 for one gallon of paint included in accepted charges).

  We are not requesting changes that is considered unreasonable or to fix damages/anything due to negligence on our part. We are simply asking for a fair price reduction based on the standards of ********** HUD and Fair Housing Laws. 

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

  

  Business Response

  Date: 04/08/2024

  Thank you for your thorough response regarding the recent concerns raised. We appreciate your patience as we address these matters.
  Regarding the charges for the paint, we regret any confusion or inconvenience caused. Upon further review, we must maintain the charges as they stand. The damage reported exceeds the scope of a minor touch-up, necessitating a broader application of paint to restore the affected areas fully. We hope you understand our position in ensuring the restoration of the premises to its original condition. We do have pictures of the damage, but were unable to attach them. Please reach out to the on-site team to view them. 
  Regarding the dispute over the "floor scrub and polish" for the hardwood area, we understand your perspective. However, it's important to note that while the hardwood floor may not have been reported as damaged per se, the presence of pet urine can lead to more than just surface dirt, potentially causing long-term damage if not properly addressed. However, in consideration of your feedback, we have reevaluated the charges for the floor scrub and polish. After careful consideration and in good faith, we have decided to reduce these costs by half. We acknowledge your point that the hardwood floor was marked as "dirty" rather than damaged, and we believe this adjustment reflects a fair compromise.
  We appreciate your understanding in this matter and assure you of our commitment to resolving these issues promptly and fairly.
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  The company put out an email of repairs happening in the building, in no way did they inform tenants that they would be entering my home without 1 permission from the tenant or 2 entering without anyone home or informing us. The company allowed strangers to enter my home with out my consent, shoved my puppies into my bedroom WHERE they arent allowed. Upon arriving home, my wife was frighten and frustrated as our bedroom was destroyed by our puppies (again they arent allowed there so it is not their fault).

  

  Business Response

  Date: 04/08/2024

  Thank you for sharing your concerns. On March 9th, 2024, we provided a 48 hour notice of our intent to enter all apartments via email. A copy of this notice was also hand delivered. The notice stated the following: 
  "Please note that Monday, March 11th, 2024,  during the hours of 9 AM - 6 PM we will have SmartRent technicians on site performing the installation of smart locks/smart lock hubs, thermostats, and leak sensors. For each home the installation should take around 60 minutes. Due to the scope of this installation we are unable to provide exact work times for each home and the installation would be completed within 9 AM - 6 PM that day. To prepare for this installation, please ensure your entryway is clear and your thermostats are accessible. In order to prepare for the installation of the leak sensors, please clear the washing machine area as well as the cabinet under the kitchen sink. As part of this overall work technicians will need to access breaker panels. The locations can vary within apartment homes so the technicians may need to access areas of your home which will not have devices installed.
  For residents with pets, we would appreciate it greatly if you ensure your pets do not interfere with the installation."
  
  
  Per the terms of your lease agreement we reserve the right to enter your apartment:
  Right to Enter: Subject to notice requirements imposed by applicable law, we and our employees and agents may enter the Premises during reasonable hours for any lawful purpose, including but not limited to inspections, maintenance, repairs and pest control procedures.
  
  
  We deny that we breached the lease as it relates to notice requirements or that we improperly entered your home. 
  
  
  Additionally, we would like to clarify that there are no dogs listed on your lease agreement, so we were not aware that pets would be in the home. Additionally, our notice specifically asked that any pets not interfere with the installation. That being said, we spoke with our vendor who confirmed that the bedroom door was open and the dogs had access to the bedroom. They did not recall closing the door. 
  
  
  We apologize for any inconvenience.  If there is anything else we may assist you with, please don't hesitate to contact us.
  
  

• Initial Complaint

  Date:03/05/2024

  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 applied for an apartment at *****************. They made the application process untenable. I am a victim of identity theft and the amount of documents they were requiring was uncomfortable for me, so I cancelled it. They also tried to get me to sign up with something called ************** when I have perfect credit. They made me pay at deposit at the time I applied, not after being approved. After I cancelled, they said I would get my deposit back. I have not received it yet. I would also like my application fee back because I had all intentions of going through with the process until they kept asking for more and more documents and trying to get me to sign up with another unnecessary company.

  

  Business Response

  Date: 03/13/2024

  *******, Thank you for taking the time to share your experience in our community. We understand how important it is to feel that your personal information is secure during the application process, and we apologize for any distress or inconvenience caused. Our records show that your deposit was refunded electronically on February 16th, 2024, and we have initiated the electronic refund for your application fee today. We take your feedback seriously and will work to improve the areas you mentioned. Thank you again for sharing your experience with us.

  Customer Answer

  Date: 03/13/2024

   
  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:03/01/2024

  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.

  Equity Residential wrongfully and underhandedly charged me for the replacement of blinds without proof of needing replacement. The fees tacked on upon move-out were hefty with no description. There was a $374 cleaning fee, $400 painting fee (both valid), $2345.82 damage fee for blind replacement, $656 damage fee, two $47.56 damage fees (all four NOT valid). Regarding the blinds, their excuse was that they needed cleaning and they were unable to clean. This is false and inaccurate information. The blinds fell multiple times during my residency in the unit and they needed to be replaced because they were old. Equity turned the tables and used the "dirty blinds" to charge me for the replacement of the blinds. I have contacted several professional cleaners who stated that cleaning those blinds is NEVER not possible to the point of needing replacement. And they are cleaned around for ~$400. A simple ****** search will tell you that this is possible. The building did not show proof of the blinds needing replacement until weeks upon weeks of me pressing and asking. I will NOT be paying for the replacement because they do not want to pay on their own. I also have NO written explanation for what the other damages are. Now, the building has reported a late payment and has affected my credit score. I will not stop fighting until Equity makes this right. They needed to replace the blinds, NOT me. It is NOT my fault they were old. This is classic corporate trying to scam their old residents. Happy to show any further info based on the claims they're making. Here is a simple link on cleaning them. ******************************************************************* Attaching the billing statement that has no explanations.

  

  Business Response

  Date: 03/27/2024

  The Statement of Deposit and Move Out Cost Sheet were available in the residents portal as of January 18, 2024.  Our team turned the unit in an appropriate amount of time and did everything necessary to bring it back to move-in ready condition.  Pictures and a breakdown of the charges were made available to the resident.
  There were two service requests placed during the lease term because the blinds had fallen, and our team addressed them right away.  However, this did not require replacement of the blinds. We have seen that the blinds/solar shades are fully capable of becoming dirty and it is upon the resident to maintain them in good condition, except for normal wear and tear.  
  The blinds had stains and marks that were beyond normal wear and tear and needed to be replaced.  The apartment had multiple areas where deep cleaning and full painting was needed.  There were excessive stains on different areas of the apartment, including the blinds. There were also many areas of the home that were covered in a black soot type film and we suspect that is also what stained the solar shades.  Our service team tried cleaning them, but they were so badly stained that they were in need of replacement.  The damages were above ordinary wear and tear, and the charges are justified.
  Additionally, the resident terminated their lease early prior to its expiration date of August 21, 2024. A new resident moved into the apartment on January 19, 2024. Consistent with the terms of the lease, the resident remains responsible for rent through the date a new resident moves in.
  Equitys policy is that balances are to be sent to collections automatically 45 days after vacating. I requested an extension in order to have more time to clarify the charges and answer any questions the residents may have had.  The resident has until March 20th to clear the balance.  A 20% discount was offered to help resolve the balance but was not accepted. This offer remains available should the resident wish to resolve this matter before their account is turned over to a third party collection agency. 
  
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21371312
  
  I am rejecting this response because:

  Nowhere did I make statements regarding cleaning or painting or rent due. Those are permitted to be charged out of my security deposit.

  Based on communication from manufacturers of these blinds, you took the easy way out to charge me for blinds that otherwise needed to be replaced. There is no dirt or soot that would cause blinds needing replacement. You did not send photos nor proof of this until weeks after chasing for a response and understanding. You slyly added this fraudulent charge to my account with no explanation or reasoning. I sent multiple email communications for clarity and constantly pushed back. I do not owe money for these blinds as they were preexisting with damage, and you wrongfully expect me to cover this charge  I will not be paying and the 20% discount proves that you wrongfully charged me for this as well. I pay what is due to you folks and nothing more.

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

  

  Business Response

  Date: 04/08/2024

  The blinds/solar shades are not usually replaced on each turn nor is there an expectation to replace blinds/solar shades on each turn.  They are cleaned by the service team and made ready for a new move-in.  The blinds in 7E were stained beyond normal wear and tear and were not able to be made ready for a new move-in.  As stated in the lease agreement, You must remove all of your personal belongings and leave the Premises in substantially the same clean, undamaged, and ready-to-rent condition as existed when you took occupancy of the Premises, less ordinary wear and tear. You will be charged for replacement of any damaged or missing items, as well as all costs to clean or repair any portion of the Premises.  
  The Statement of Deposit, Move-Out Cost Sheet, and Move-Out Inspection are all made available on the resident portal.  Additional pictures were sent through email correspondence and multiple breakdowns of the charges were shared for clarification.  The 20% discount was offered as a goodwill gesture to help with the final balance due and the resident was notified the balance was due by March 20th, 2024 before being transferred to collections.
  At this time, we no longer own this account. Please reach out to FCO to further discuss payment for the balance.