Complaints

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

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• 

  Equity Residential

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

  
• 

  Waterside Apartments/Equity Residential Prop.

  12032 Waterside View Drive Reston, VA 20194

• 

  Equity Residential (Westerly at worldgate)

  13000 Wilkes Way Herndon, VA 20170

• 

  Equity Residential Property Management

  15208 SW 104th St Miami, FL 33196

• 

  Equity Residential Properties Management Corp

  101 Timber Hollow Ct Chapel Hill, NC 27514-5415

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

• Initial Complaint

  Date:02/28/2024

  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.

  We used to be tenants at *************************************************. The elevators there were never working properly since Equity Residential took over. They shake and tremble in clear need of a major overhaul that never took place during our tenancy. There were many thefts in the Parking Garage and the security in the building was non existent at all. Cameras not working for instance and no one in charge of looking at them. My wife and I rented for 17 years from three different owners, currently Equity Residential -since 2013 without being ever late or having any leasing related problems. My wife retired in 08/2022 and we decided to rake a sabbatical years in Europe. We personally introduced to the then Property Manager to the person we had listed as Emergency Contact for many years in case they needed anything from us during our absence. We returned on February ****************************************************** default for more than one year for $685, on account of unpaid bills from Equity Residential. After many unanswered enquires including to the, back then, Property Manager -today Area Manager, a newer Leasing Agent told us that they the bill was for unpaid utilities but that since they couldnt reach us, they sold our debt to a collection agency. They did not try to actually reach us: they emailed us to my wifes former office which she had left in 2022, and they knew it. Likewise they called our landline at the apartment we were renting, which we disconnected upon leaving the property in 12/2022. Now, they had no explanation as to why they didnt try our cell phones. They had been using my wifes and my cell phone number -which weve had for almost 30 years now, for all the 17 years of our tenancy; so they just placed several robocalls to a landline that they knew had been disconnected and emailed to the former office of a retiree without even trying to reach our designated contact person (who would have paid for the bill right away)or called to the phones they had used for 17 years even for routine maintenance matters? As a result, our credit now shows an unpaid rental-related bill which will prevent us from renting a new place and lowered my wifes credit record for no reason

  

  Business Response

  Date: 03/13/2024

  
  We are in receipt of the attached complaint submitted by ****************, a former resident of apartment 1032 at *****************.. I have reviewed Mr. ****** account and the charges that are on his final statement. These include his final RUBS utilities charges, including ******************* Water, and Sewer. Mr. ***** was told these charges would be owed via email communication on September 19th, 2022, to which he replied on September 20th, 2022 that he understood and was expecting the charges. Mr. ***** was then emailed his final statement on 12/28/22. There were repeated attempts to contact Mr. ***** via phone call until his account was sent to collections due to nonpayment on February 15, 2023.
  The charges are legitimate, and we will not be making any adjustments to Mr. ****** account. At this time, the outstanding amount due is $680.80. If you have additional questions or concerns, please do not hesitate to contact me.
  Thank you,
  *****************************
  General Manager
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21361732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

  Customer Answer

  Date: 03/17/2024

  The narration in EQRs answer is just a reiteration of their Official response that hides the fact that they did not attempt to contact us in any effective way. We never rejected the amount claimed, we just didnt know we owed it. They said they tried to contact us but they called us to two numbers they must have known were not working. They didnt ever call our cell phones either which the leasing office had known for 17 years. I personally introduced to ********************************* -at the time the building General Manager, to our niece who lives in the area and had her cell number listed as an emergency contact but they never even tried to contact her! Our niece, ******************************* would have paid these charges right away. In summary, they sold our debt to a collection agency just because they could. EQR may have even breached their contract obligations with us if, as I think it is the case, they sold our debt to a collection agency even before attempting the mediation mechanism that we had agreed upon. Their answer is disingenuous to say the least. If they submit proof that we owe the requested amount, we will pay it immediately but they cant change the negative record that shows in our credit reports? How do they plan to do that? Please notice that our attorneys are inquiring from VA ********************** if we had a legal recourse against this unwarranted damage they inflicted against our reputation.

  

  Business Response

  Date: 03/27/2024

  We regret your position on this matter. However, the final statement of deposit account was sent timely and consistent with the lease and local law. Follow up emails and phone calls were attempted before this matter was turned over to a third party collection agency. 
  
  
  
  

• Initial Complaint

  Date:02/25/2024

  Type:Order 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 rent an apartment owned by Equity Residential. At this time, my children and I have been living without hot water for over a month. My rent costs $6K/month. I have been told repeatedly that the issue has been addressed, and the problem continually comes back. I have logged over half a dozen complaints, have called the emergency line, have discussed the issue with every service technician and with management, and there has been no resolution.

  

  Business Response

  Date: 03/08/2024

  Thank you for sharing your concerns. We regret the inconvenience the hot water outages and/or fluctuations have had on our residents. Though, we disagree that the building has been without hot water for a month. There was an outage that lasted a couple of days, as well as a few time frames where the hot water dipped below the required temperature. Please rest assured that we have been working diligently with our vendor to fully resolve this issue. We are also reviewing the matter in detail to determine what, if any, abatements may be necessary depending on the specific impact to each resident. Please expect additional follow up from the management office. 

  Customer Answer

  Date: 03/09/2024

   
  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:02/25/2024

  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.

  There is a smell of cigarette smoke/secondhand smoke and exhaust/chemical smell coming into my apartment that is making me sick. I have already visited the doctor once about this issue. I have contacted ********************* the apartment manager at Juniper ***** Spring and he is now ignoring me. PLEASE SEE THE ATTACHED document for further explanation.

  

  Business Response

  Date: 03/13/2024

  Upon receiving the complaint, we conducted a thorough investigation, including inspecting the adjacent apartments to the resident.  We take such allegations seriously and prioritize the health and well-being of all our residents.  However, after careful inspection, we found no evidence of secondhand smoke.  We try our best to adhere to smoking policies and maintain a smoke-free environment for the comfort and safely of our residents.  We understand the sensitivity to smoke among residents, and we strive to address any concerns promptly. 
  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21344867
  
  I am rejecting this response because:

  The response indicates that there is no smoke or other fumes coming into my apartment and in essence dismisses my compliant.   I have had to go to my primary care physician and also to the emergency room because the exhaust fumes were so bad the night before the emergency room visit.  Be clear, at first it was cigarette smoke fumes, then exhaust type fumes started, it has been very difficult living in this apartment and being at the mercy of the smoker/exhaust fume/lease breaker.  

  As for immediately handling the situation, ********** your manager ignored my pleas for assistance for weeks, I asked to move to another apartment, and he never responded.  I was at my **** end; I was living in an apartment that was no longer safe due to the fact that I was wheezing, having burning eyes, burning chest, headaches (one of which lasted over 24 hours straight).  ********** had no compassion for me, none, simply ignored me.  After sending my second email, I called the office on two occasions and left messages with the leasing consultant who stated she gave him the messages, yet he never called me back. I called a few days later crying because no one seemed to care and I honest to god didn't know what to do.  I had an apartment manager who wouldn't help, so who would help.  I called lawyers, I called code enforcement, I contacted corporate on more than one occasion....I was desperate because the thought of suffering with the smoke and exhaust fumes was unimaginable to me.  

  After all of this I broke down and had to purchase a home in order to get out of this place.  So, now, I have to break my lease because no one showed any interest in helping me for nearly two months and now, you tell me there is no evidence of smoke?  Seriously, so what has made me have to get more medication from the doctor, what has made me have to use my inhaler, what has made me keep my window open 24/7 even when it is cold outside? 

  I am requesting to be let out of my lease, when my home is completed in July 2024.  

  .  

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

  

  Business Response

  Date: 04/01/2024

  We maintain that we have thoroughly inspected your home and the surrounding homes on several occasions since we were first made aware of the alleged issue on January 16, 2024. Unfortunately, no one on our staff, including the ************************** Manager, and other Service Technicians, have been able to substantiate these claims or smell any ************ in the home. Our stance on the matter remains unchanged. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21344867
  
  I am rejecting this response because: I received an email from your manager ********** advising that he was able to identify someone smoking.  Additionally, prior to his email, I took a picture of my neighbor smoking on his balcony, so I have photographic evidence.  Additionally, every night now, I have the smell of marijuana coming from the downstairs neighbor but to date due to them doing it at night, I have been unable to get photographic evidence, however, I have seen them with my own eyes.  So, in essence you are saying that because no one can substantiate the smoke I smell, it didn't happen.  I will see you in court. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  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.

  Equity Apartments sent my daughter and me the final rental invoice ****** 2023. We disputed the utility charges right away because they showed a full month charge but the lease ended mid-month (June 12). The utility charges should have been prorated. I called numerous times (as requested in the email with the invoice) and sent a letter to their corporate headquarters but they did not respond for months. Meanwhile, their automated system reported to TransUnion that we were late and then that the account was sent to collections. The reporting should have been on hold because they were required to explain the charges because they were incorrect.Equity Apartments finally contacted me in August and then took several weeks before they finally provided an explanation of the charges in September. I paid the invoice in September within days of receiving the explanation and confirming the final invoice charges. Thus, the account was paid in full, on time after Equity clarified the charges.I had initially insisted that Equity Apartments correct the credit reports before I paid the final invoice. Instead, their representative told me that they would only correct the reports after the final invoice was paid so that they could change it once to reflect the correct status. Now, months after the invoice was paid on time and in full they still have not corrected the status to TransUnion to indicate the account was closed in good standing. It shows as a derogatory account for both me and my daughter. I want the account status changed to Closed with all payments on time (Current). It should show as a positive account and not a derogatory account for both me and my daughter.I will attach a few supporting documents. I have many, many documents showing the telephone and email communication and the file sizes become quite large. If additional information is needed please contact me by phone or email.

  

  Business Response

  Date: 02/16/2024

  Thank you for sharing your concerns. As previously confirmed with you, RUBS charges are billed in arrears. We previously communicated with you about the balance and that you needed to pay the balance to have the credit report updated. Now that the payment has been made, the account reflects a zero balance. However, Equity does also report monthly payments as a tradeline on your account, similar to a credit card or vehicle account. Because the payment was late, the account will reflect that, and we see no basis to remove that from your account. 

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21244361
  
  I am rejecting this response because:

  As previously communicated to you multiple times, the **** invoice does not include any details about each of the RUBS charges. It is impossible to determine if the charges are correct or for which month the charge is based. The invoice is not valid because it lacks explanation of the charges.

  When charges are in arrears,then when are the charges for the last month (June 2023) billed? All the charges for June 2023 are for a full month instead of prorated because the lease ended on June 12. As stated above, the invoice lacks proper explanation.

  
  Equity sent an email to me on June 15 stating that if there are any questions about the **** report to call. As proven in the documentation provided, I called eight times between June 20 and July 6 and left voicemails requesting an explanation of the charges.Explain why Equity did not return any of my phone calls to explain the charges.
  Please explain why it took one month to call me after receiving my letter in July requesting an explanation of the charges. I had to send a letter because you failed to respond to the eight voicemails that were left according to your instructions.

  
  Equity (***************************)provided a correct invoice with explanation of the charges on September 12. The invoice was paid on September 13. The account was paid on time and in full. It was never late and thus the tradeline report to TransUnion should reflect a timely and complete payment.
  Equity reported tradelines based on the invalid **** invoice that was sent in June rather than the proper invoice that was sent on September 12. Your associate, ***************************,confirmed that the automated tradeline reporting system used by Equity was not paused or corrected when the invoice was disputed.

  
  Please answer why Equity did not provide proper explanation of the charges in the **** report, why you did not return any of the eight voicemails requesting clarification and why you believe the payment was late when it was made one day after an appropriate invoice was provided.

  
  I would simply like the adverse tradeline report from Equity corrected to show that the account was paid on time and in full for both me and my daughter.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/06/2024

  We regret any miscommunication during this process. However, we disagree that we have improperly withheld your deposit. Your lease agreement clearly outlines how your final charges will be calculated. In fact, it specifically states, "The utility charges for the last billing period that you occupy the Premises will not be based on the Communitys most recent actual bill for the utility but will, instead, be estimated by calculating the average of at least three months of charges for the utility (as allocated to the Premises), dividing that average by the number of days in the billing period, and then multiplying that per diem charge by the number of days you had possession of the Premises since the last billing period ended. Where required, we will use the actual submeter reading for your last months charge. Your charge for utilities for the final month you occupy the Premises will, if available, be
  
  communicated to you and are payable by you prior to move-out. If the charges for the utilities are not available at the time you move out, they will be included on the Statement of Deposit Account that is created and sent to you after you move out." Regardless of any delay in responding to your concerns, your balance was accurate, the charges were appropriately disclosed, and we see no basis to update any reporting on our end. Our position on this matter is final. 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21244361
  
  I am rejecting this response because:
  Once again, Equity failed to explain why the **** invoice was incomplete and did not include an explanation of the individual charges. How the utility bills are calculated was never the issue why you explained them is irrelevant.  The charges were not appropriately disclosed: there is no explanation for each charge, simply that they are for utilities. If you claim the charges were appropriately disclosed, prove it. Send a copy of the **** highlighting the month for each charge as it appears. This is the only way to close this issue. You are outright lying.

  
  You also failed to explain why you did not return any of the eight voicemails that were left according to your instructions. Regardless of any delay in responding to your concerns does not explain why Equity ignored its responsibility to clarify the **** invoice. One returned call could have clarified the issue and resolved it quickly, but you did not even do that!Equity was negligent in its responsibility. Even today you ignore this fact and try to shift the responsibility to me. I met all my responsibilities in a timely manner. Equity was negligent.

  
  It's quite unfortunate that instead of acknowledging your errors, apologizing, and correcting the situation, youve chosen to try to shift blame to me and failed. Your company and its associates involved in this matter have lost all respect. I will inform others of your negligent behavior and deplorable customer service as often as possible.   
  

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

• Initial Complaint

  Date:01/28/2024

  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.

  I purchased the residence at ************************************************* in ****. I have lived there since, and never have asked anyone to list it for sale. A few months ago someone from Residential Prop. took it up themselves to list my house for $495k on ***. Prior to that ****** had it listed for $900k+. After numerous phone calls they delisted the property. However, while it was listed ****** picked it up from the *** listing for $495k. ****** now tells me that they can't change the price without some action from ***. We've contacted the *********. office manager, ***********************. Nothing has been done. *********. apparently unable or unwilling to work with ****** to have my home properly valued. ******** does not answer phone calls or reply to text messages.

  

  Business Response

  Date: 02/14/2024

  We do not believe this is for the correct business. Equity Residential manages apartment rentals only.

• Initial Complaint

  Date:01/25/2024

  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 would like to file a complaint against the corporate management of Equity Residential, who owns and operates a number of rental properties in *****************. I am currently a resident at one of the properties in ************** in **********. My building is a relatively older one and the elevator has been broken for more than 3 weeks. Other residents in this building have been speaking to the property management for repair updates and rent reduction options to no avail. We have also filed a compliant to the local housing agency. This is not an acceptable response for a rental property whose responsibility is to maintain their buildings so that residents are able to live comfortably. We would like a rent reduction for all the days that the elevator has been out or at least a reasonable standard of time for the elevator to be repaired.

  

  Business Response

  Date: 02/14/2024

  Thank you for sharing your concerns and feedback. We understand the impact that this unforeseen issue has on our residents. Please know that our team has been actively working with our vendors to resolve this as quickly as possible along with offering partial abatements for the issue. We are happy to report that, as of February 13, the elevator is back in service. Please reach out to the office with any additional questions or concerns.  

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21201255
  
  I am rejecting this response because:  

  I'm responding to the business's response to my complaint. The elevator was repaired on February 13, **** -- over 7 weeks after it had been out of service. After numerous complaints from residents and requests for rent reduction, they offered a rent abatement of $116 -- wholly unsatisfactory for apartments with monthly upwards from $3100. The building tenants with mobility issues and elderly pets who had trouble going up and down stairs on top of other negative consequences resulting from the elevator being broken for such a long time request a larger amount of abatement. I request this case to be re-opened.

  
  

  Thank you.

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

  

  Business Response

  Date: 02/28/2024

  We regret that you disagree with our position. However, the appropriate rent credits have been posted for this matter, which is consistent with local guidelines. We are also committed to the principles of fair housing. If at any time you require reasonable accommodations due to a disability-related need, we welcome you to submit those requests to our office for proper consideration. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21201255
  
  I am rejecting this response because: the amount of remuneration is insufficient for 7 weeks of not having an elevator in the building. They did not provide a timeline for elevator repair (only that a part was on order) and the communications to residents were poor. 
  

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had no hot water despite terms of the lease saying they are required to have a habitable home. From 11/28-12/23. There are buildings still without hot water and we still have no access to the amenities (laundry, pool etc.) that we are paying for. The entire complex has been turned into a construction zone with people working from 7am-7pm every day. There is no quiet and during the evenings it's tough to walk around without getting injured. We have made complaint after complaint about shortcomings by Equity Residential for over a year now. How are they still A+ with the BBB? Please remove them as they are slumlords. Multiple class action suits are on their way.

  

  Business Response

  Date: 01/26/2024

  We are completing necessary repairs to the gas infrastructure and returning service to common area amenities as soon as possible. 
  
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21072905
  
  I am rejecting this response because: proper compensation has not been provided. Equity Residential has done nothing to satisfy. I know there are multiple other residents who have filed complaints with the BBB and housing authorities in the local area. This robot response from equity has been the norm, robot responses with no fixes. I need at least 50% off my rent for the foreseeable future as not only is our hot water fickle but my area has been a construction zone starting at 7am everyday and the amenities I pay for (pool/hot tub/proper security) are not useable or being fulfilled. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/14/2024

  We fully recognize the significant impact that the gas outage has had on our community. We are happy to report that service has been restored. Several concession have been offered, including rent concessions.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently at ***************************** apartments. They have closed all the garbage shoots and opening up a service fee for valet trash. Which is fine but during Christmas they made it where there were not to be no pickups of trash for the ***** leaving people to pilling trash at the main entrance of there doorway and dog p*** has also been seen just left on the hallway floors From others tenants. All I am asking for is that this apartment complex allow people to start throwing there garbage down the shoot when trash valet isnt able to come by instead of actually have a biohazard festering for two days.

  

  Business Response

  Date: 01/05/2024

  ******************************** is committed to maintaining a clean and convenient living environment for all residents. As part of this commitment, valet trash services are available for our residents. Valet trash services are Sunday - Thursdays weekly,  as stated in the lease that residents signed and acknowledged. Additionally, if residents need an alternative area for trash disposal, there is a designated area in Building Two on the second floor. 

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************************* apartments have locked all the trash chutes and does not allow resident to use them. Making resident travel from the 4th floor to leave the building to go out side and leave the property. Why am I paying month for a trash service that is once a day for only 5 days a week and then being told I will be find for leaving trash out side. I try to throw it away but you lock the doors so what do you expect.

  

  Business Response

  Date: 01/05/2024

  ******************************** is committed to maintaining a clean and convenient living environment for all residents. As part of this commitment, valet trash services are available for our residents. Valet trash services are Sunday - Thursdays weekly,  as stated in the lease that residents signed and acknowledged. Additionally, if residents need an alternative area for trash disposal, there is a designated area in Building Two on the second floor. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21062694
  
  I am rejecting this response because:
  
  the second floor is still locked and not sure why I have to go down and do something else when a simple but yet easy task of unlocking the doors can be done. Also see that my post on the community page was removed as I am being silenced. ********************************* need to unlock the trash rooms to allow their residents to throw away the trash on each floor. If you are going to say I have to pay for a service that that service needs to be available at all times. Not only when you want to make it available. Next steps will be getting an attorney involved to look and see if any rights are being violated as abscess to throw away trash is a fundamental right of living in an apartment. Also, with not being allowed to throw away trash you are causing the property to be come infested with roaches and rodents that I have seen all over. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/26/2024

  We deny any breach of your lease agreement or that we are not providing the necessary services. As previously stated, valet trash is included in your lease agreement. Additionally, there is a designated area in Building Two on the second floor, which is open 24/7. 
  
  
  
  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is concerning the ***** in ****** ** which is an Equity residential property. The property is advertising referral rates for multiple months but they are not being honored. Specifically this has to do with our ******************* Referral.

  

  Business Response

  Date: 01/05/2024

  ***** apartments does not advertise locator fees. If locator fees are paid, we communicate what will be paid directly to the locator. In this circumstance, the locator brought a customer to our community 2 months ago and we indicated if the customer leased we would pay a fee equal to 1 month's rent to the locator. This customer did not lease. 2 months later, this customer leased however we were not offering the same fee to the locator. We have tried to resolve this with the locator directly and he will not return our request. To settle the matter out of a gesture of service, we have agreed to pay the locator the fee equal to 1 month's rent but kindly asked that in the future, he confirm what fee, if any is being provided prior to his appointment.