Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im waiting on my apartment complexs rent renewal team to issue a new lease. However, after bringing up some concerns, they outright ghosted me. Im already committed technically and have reached out to executives, but Im expecting a disagreement over the new rent costs. Pretty shameful to ghost a renter who has always paid on time, in full

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.ESSEX PROPERTY TRUSTDate:11/13/2023 Acct#T054****

  Business response

  01/22/2025

  Hello, 
  
  We regret to see this BBB complaint and learn about this persons experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** along with at least two of the requested items below: 
  
  Requested Items (Choose two) 
  ID Theft Affidavit 
  Police Report 
  Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment 
  
  We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact ************************************************************************.  
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  01/15/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ******* AT MAC ****** PLACE, I do not have a contract with ESSEXPROPTST, they did not provide me with the original contract as i requested.

  Business response

  01/17/2025

  Hello, 
  
  We regret to see this BBB complaint and learn about this persons experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** along with at least two of the requested items below: 
  
  Requested Items (Choose two) 
  ID Theft Affidavit 
  Police Report 
  Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment 
  
  We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact ************************************************************************.  
  
  Thank you, 
  Essex Support Team 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was overcharged by the apartment. I lived in the unit 239 for a year and moved out. They sent me a move out statement stating that I owe 4500 for kitchen countertop replacement. They sent me proof of the damage and it was just a small stain which should have been considered as wear and tear. It seems that the apartment is overcharging everyone during the move out process since a lot of people are having the same problem as well.

  Business response

  01/23/2025

  Hello, 
  
  We appreciate this past resident sharing their feedback with our team. We can confirm the charges have been reversed. If they have any further questions, they are encouraged to contact the team members assigned to their account. 
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  01/09/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Upon move out Essex property trust charged me with $3012.00 and hit my credit when they had more than enough of a deposit to cover move out fees. The apartment was promptly rented after move out as well. They are being sued for a multitude of tenants for illegally keeping deposits and not applying to move out balance, also making false charges in accounts after move out. I want Essex to discharge the balance and remove from all of my credit reports as well as any derogatory marks that were accrued from this to my credit reports.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called last night the **** on ************* number to report an incident that occurred on their property. I called again, several times today. I went to the office during operating hours and the door was locked and no one answered the door. I was physically assaulted and battered by another resident in **** on Ox Apartments on 01/06/2025 at 530pm in the ******** for the residents. The man, my assailant, threatened to kill me (multiple times) for directing him to put his white pitbull on a leash per housing policy and law. No one from management from this building has called, emailed, or addressed me or the incident. I filed a police report yesterday, and my injuries brought me to the ** where I required medical treatment, x-rays, CT scan, and pain medication. Law enforcement cannot complete the arrest of this man unless they know his name and address. They require a point of contact (not a machine) to coordinate getting the information. This delay is endangering my safety and communicates this business does not care for the physical safety and welfare of the residents on **** on **. I cannot file a protection order without his name and address. I provided a photo to you. I posted flyers to encourage reporting because timing is pertinent in this matter. They were swiftly taken down. We know he lives in the complex because my spouse observed him many times taking out the same animal. The management/leasing office are required to keep a copy of residence identification, picture, and veteran records of their animals. It is unacceptable that no one has reached out to me or notified me they are coordinating with LAPD. Nothing has been done by management to create a safe environment for myself or remedy the situation.

  Business response

  01/17/2025

  Hello, 
  
  Were sorry to see this BBB review and learn about this residents experience. Providing a safe and secure place to call home is our top priority, so its disheartening to learn we may have fallen short. After speaking with the team at **** on Ox, we can confirm that the community responded to this resident's inquiry the next business day and assured them that they were investigating the incident. The team also asked that they provide the lead officer with the communitys contact information so they could assist with the investigation if needed. While we hope this has since been resolved, this resident is encouraged to continue working with the team and local law enforcement. 
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting this complaint because of persistent inaccuracies on my credit report that this company has reported. These errors are affecting my credit score and financial well-being, despite my repeated efforts to address them directly with the company.Since these unresolved issues continue to damage my credit, I am seeking the assistance of the Better Business Bureau to help ensure a swift and comprehensive review. I am requesting that this company accurately update or remove the incorrect items from my credit report. Thank you for your attention and support in resolving this matter.Details of the account involve are as follows;ACCOUNT NAME: APEX ACCOUNT #: DAY0****DATE OPENED: 08/01/2021 BALANCE: $1,822.00

  Business response

  01/22/2025

  Hello, 
  
  We regret to see this BBB complaint and learn about this residents experience. So we can best assist them, we encourage them to contact our Account Resolution. They can best be reached at *********************************************  
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are current residents of Epic Apartments, ********, **, and we are increasingly frustrated with the lack of communication regarding our lease renewal process. Despite multiple attempts to contact the leasing officevia email on November 23, December 3, and December 26, and via phone on December 9 and December 30, well within the timeline stated on the Essex website (***** days prior to lease expiration)we have not received any clear updates or timelines.Our current lease is set to expire on January 21, 2025, leaving us with less than 21 days to review and finalize renewal terms. The lack of communication is unacceptable, causing significant stress and inconvenience for us as residents.Each time weve reached out, weve been told to wait without being provided with any clear answers or follow-ups. This ongoing lack of transparency puts us in an incredibly difficult position with minimal time to make informed decisions about our housing.We also request proper compensation for the inconvenience caused. This delay has left us in a state of limbo, creating undue stress and logistical challenges, such as the inability to update our address in essential systems like the **** schools, and employment records.We urge your team to promptly address this matter by:1) Providing an updated lease renewal notice with no rent hike due to the lack of proper notice (***** days in advance as required) for the next 12 months period.2) Offering a fair resolution for the inconvenience caused.The management and leasing team at Epic Apartments is incredibly difficult to deal with. They fail to communicate anything clearly, leaving residents completely in the dark. Despite multiple attempts to reach out, Ive been met with vague responses and zero follow-up. Its infuriating to experience such incompetence from a team that is supposed to manage and support its residents.Please treat this matter as urgent and provide a clear response with the next steps at the earliest.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I AM CONSTANTLY BEING HARRASSED BY THE APARTMENT COMPLEX AND MANAGEMENT FROM THIS TEAM.I RECENTLY RECEIVED A 3 DAY NOTICE AFTER PAYING MY RENT. I then received a utilities bill for $600.00 which is ridiculous for my living spaces. I would like to see a break down of the utility bill and understand why I am not receiving bills consistently and why the bill was $600.00. Especially, where there are units in my area paying less than I am.. this is straight up harassment AND I think I'm being overcharged. I need someone from corporate to investigate this behavior as soon as possible. I feel like the complex/Essex is trying to enforce me to move through thier harassment behavior. This is also causing emotional distress. Something must be done about this as soon as possible (corporate)! This claim is an official document of the services I received and the harassment that has been occuring. This needs to stop!!!

  Business response

  01/17/2025

  Hello,

  While we're disheartened to see this complaint, we can confirm that the team at ********* has been in constant communication with this resident regarding their billing and stated claims of harassment. If they require further assistance, they are encouraged to continue working with the team.

  Kindly,

  Essex Support Team

  Customer response

  01/18/2025

   
  Complaint: 22736576
  
  I am rejecting this response because:
  

  RRejectingfor starters I am requesting a breakdown of my utility. The unit under me with the same set up appears to be charged less on their utility appears where i am charged more. My understanding  management decides on the rate that units are charged.  If that is the case they can provide the breakdown but they are refusing to do. Why is this the case. How come they can not show proof of a what a 2 bedroom unit with 1person utility would cost.  I looked online and notice essexx has a history  of overcharging tenants...so they should want to clear up their names and provide all tenants this information instead of blind billing. Please respond back on how you plan to help address it.. city view refuses  to!!

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

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've lived in apartment C210 for 4 months with ******. From the time we submitted our application to move things have been a mess. There has been multiple issues with maintenance disrespecting two black women, the leasing office has lied and tried charging us an extra $300 for our deposit. We recently moved out of the unit C210 and maintenance decided to lie and say that there was pet urine permeating the vinyl flooring. There was no proof other than photos of dirty base boards. We are being charged $2888 for damages that were not done by us. I am extremely disappointed and upset at how the leasing office, ******* has been handling this situation. This is complete retaliation for all the complaints that was put in on maintenance and its discriminatory especially after telling maintenance countless times to not just show up at the apartment and they constantly ignored the request. ******* (one of the maintainers) yelled at me and ****** outside while walking and said that we were inconsiderate and rude. He harassed us for no reason and yes we did let the leasing office know. ********* is the only person who has taken the time to listen to the concerns but unfortunately nothing has been done.

  Business response

  01/02/2025

  Hello, 
  
  While we regret seeing this BBB complaint, we feel its important to clarify the comments made here as the situations this past resident described are not entirely accurate. This past resident and their roommate caused several altercations that were disruptive to other residents and there have been prior reports of inappropriate and verbally abusive behavior by both residents, which include an incident where maintenance was addressed disrespectfully. Additionally, this past resident is being charged for floor replacement due to pet urine that caused irreparable issues, which is supported by valid documentation. If they require further clarification, they are encouraged to contact the team member assigned to their account. 
  
  Kindly, 
  Essex Support Team

  Customer response

  01/06/2025

   
  Complaint: 22731674
  
  I am rejecting this response because: 07/13 - We were informed 5 days before our move-in date for apartment B722. Scheduled to move in on 07/18. Excuse was that the original tenants were in the process of being evicted therefore the apartment wouldve been ready for 07/18 but then the courts stated otherwise, causing us to not be able to move. That same day we were offered to move in unit B622 for the same rate. 
  
  
  07/16 - We contacted Avant to view unit B622 before signing the lease and showing up to our in person appointment with ********* at The Huxley. Upon inspection, there was a huge ***** infestation that was not handled by maintenance. 
  
  
  07/17 - We emailed Avant to inform all of the issues from unit B622 that needed to be addressed before we signed the lease. Issues consisted of Pest Control (roaches), Living Room Wall, Balcony Cleaning, Shower Head Replacement, and Wall Plate Repair. 
  
  
  07/19 - We were informed that the unit was updated by maintenance and pest control and everything was set for us to move in. That same day we visited the unit and there was still live roaches crawling on the wall. As we were on the phone with *********, maintenance was also in the unit with us and witnessed the ***** infestation. We then decided that we were no longer going to move into unit B622 due to all the issues we saw. We then had the option to view unit C210.
  
  
  07/22 - We were sent over the lease for unit C210. The lease was revised 4 different times between 07/19-07/24. 
  
  07/24 - We sent an email to Avant indicating that the following things needed to be changed/addressed : Lighting, Shower Head, Door Lock, and Parking Spot. Also within that same email, we mentioned the inaccuracies in the ledger stating that we owed another $300 for the security deposit (which was paid when we were suppose to move into unit B622).
  
  
  07/30 - We emailed Avant regarding the issue with out ledger stating that we owed money that we didnt. The accounting team didnt properly transfer all the funds that were paid to unit B622 to unit C210. This issue went on via email from 08/01 to 08/13 before showing up in person with the ledger and proof of payment before anyone actually took the time to read and understand and realize that we were right from the beginning. 
  08/25 - We emailed Avant due to having an overdue payment for rent for unit B622 which was never lived in. 
  
  
  10/22 - We were texted from ****** indicating that one of our animals had an accident in the elevator (which was true) but was then told that we didnt clean up the mess.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  11/30 - Move out from unit C210. Emailed Avant on 12/2 due to the holiday and weekend. No in person walk through was done due to the holiday and weekend. Keys were left in the unit 11/30
  
  
  12/2 - Maintenance states that there was pet urine permeating the baseboard and vinyl flooring. There was no proof of any of their claims. No blacklight photos were shown. The only photos that were taken was of dirty baseboards from normal wear and tear and patching that we took time to fix and paint. Avant sent two inconsistent invoices with one dating back to 06/13/24 
  
  Sincerely,
  
  ********* *******

  Business response

  01/09/2025

  Hello,

  While we're disheartened to learn this past resident is dissatisfied with our response, we highly encourage them to contact the team member assigned to their account as they can best assist them.

  Kindly,

  /Essex Support Team

*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. ↩