Complaints

This profile includes complaints for Essex Property Trust, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Essex Property Trust, Inc.

  1100 Park Pl Ste 200 San Mateo, CA 94403-7107

• 

  Apex Apartment

  1102 S Abel St Milpitas, CA 95035-9008

• 

  Brookside Oaks Apt Homes

  1651 Belleville Way Sunnyvale, CA 94087-3926

• 

  The Lofts At Pinehurst

  1021 Scandia Ave Ventura, CA 93004-2473

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  Mira Monte Apartment Homes

  10360 Maya Linda Rd San Diego, CA 92126-5202

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:04/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ****** ******* VILLAGE, I do not have a contract with ESSEX PROPERTY TRUST, they did not provide me with the original contract as i requested

  Business Response

  Date: 05/02/2025

  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

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Essex Property Trust and **** Apartments due to deceptive billing practices, violation of California rental laws, and continued refusal to resolve issues in good faith despite my documented efforts.Upon moving out, I was overcharged for cleaning, carpet, and paint fees that were not supported by photos or vendor documentation. Charges were applied before my move-out inspection was even completed. When I attempted to dispute these charges, I was given the runaround for weeks by ***** ****** and other staff, who missed scheduled calls, responded at close of business, and avoided accountability. Despite multiple requests, they failed to provide full supporting documentation until pressured. They later admitted they applied late fees selectively, which is not only unethical but legally questionable.Additionally, they ignored my *** (emotional support animal) rights, charging for pet-related cleaning despite no evidence of damage and prior legal *** approval. They locked me out of my payment portal and refused to unlock it, causing late fees they then refused to waive. When I submitted documentation and professional cleaning receipts, they only offered a partial refund after extended delay.This pattern reflects not just poor service but willful mismanagement and exploitation. Their own BBB page shows they are not accredited and have complaints they failed to respond to this is clearly a larger issue, not a one-time situation. I am seeking full reimbursement of the charges wrongfully withheld from my deposit and documentation of all internal communications as previously requested. I have multiple files of supporting docs that Im having issues uploading but can produce upon request.

  Business Response

  Date: 04/28/2025

  Hello, 
  
  Providing transparency and fairness regarding move-out statements is something we always strive for, so its disheartening to see this complaint and learn about their frustration. After reviewing their concerns with the team at ****, we can confirm all charges are valid. Additionally, despite the required repairs needed to bring the unit to its original condition, the team also provided more than 50% off the total charges owed as a customer service gesture. If they have further questions, we encourage them to contact *************************************** for assistance. 
  

  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ESSEX PROPERTY TRUSTDate:11/13/2023 Acct#T054****According to 15 USC 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 errorsA 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. 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 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

  Business Response

  Date: 04/22/2025

  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

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reported this account as inaccurate because this account is reporting as an loan when in Fact it is an optional rent reporting that i initially denied to have been reported on on my consume file. it showing that i owe a balance of 99$ and that i took a loan of 3000, when in fact this is a rental agreement. That i opt-ed out of reporting. it is showing that this account is delinquent of 30 days. from February 15th ***** when it is a proven fact that rent payment are collected on the 1st of each month. I have just received my disclosure to opt of this from Essex. however ********** has validated this account even though i opted out Pursuant U.S. Code 6801 - Protection of nonpublic personal information you have an obligation to protect my personal nonpublic information. (a) Privacy obligation policy It is the policy of the ******** that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ******************** have reported my confidential and private information to an nonaffiliated third party without my permission or without giving the proper discloser Pursuant; 15 U.S. Code 6802-Obligations with respect to disclosures of personal information (b) opt out (1) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless (A) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.

  Business Response

  Date: 04/28/2025

  Hello, 
  
  Were disheartened to see this residents complaint and learn about their frustration regarding credit reporting. After speaking with our accounting team, we can confirm Februarys rent was overdue, which prompted the credit reporting. After receiving their two late payments (Februarys rent was paid in two payments), there was a balance of $99.54.  
  
  Additionally, the form this resident attached refers to positive credit reporting, so if this resident wanted to opt out of positive credit reporting, they would need to fill this sheet out; however, negative credit reporting will continue if a resident has a late payment/s or balances owed. While we hope this provided more clarity, this resident is welcome to email the team at any time if they have further questions. 
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:04/11/2025

  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.

  I am filing a complaint against Essex Property Trust and its managed property, ************** (************), for improper and legally questionable charges after move-out.I lived at ************** from March 16, 2024, to March 15, 2025. Upon move-out, I received a final statement with charges I believe violate California Civil Code 1950.5:1. Accelerated Rent ($447.90):Although I gave official notice on Feb 18, I first contacted the leasing office on Feb 10. Due to delayed responses and frequent rent changes, I was unable to finalize my move-out date earlier. I was instructed via email to vacate by March 15 and told I would lose access after that date. Charging rent for March 1620, when I had no legal possession, is improper and constitutes unjust enrichment.2. Cleaning Charge ($255.00):The apartment was left in clean condition, with no excessive dirt or damage. While a vendor invoice was provided, it was a lump sum with no breakdown of areas cleaned, time spent, or labor rates, as required for deductions over $125. No before and after photos were provided to prove damage beyond normal wear and tear.3. Painting Charge ($449.69):I lived in the unit for 12 months. The walls had no damage beyond minor scuffs and small nail holes, which are legally defined as ordinary wear and tear. No damage photos or area-specific justifications were provided. The invoice again lacks proper itemization.Despite multiple email attempts to resolve this, Essex has refused to remove or reduce the charges. I am requesting BBB assistance in securing the removal of these charges and issuance of a corrected move-out statement. I am prepared to escalate to small claims court if needed.

  Business Response

  Date: 04/28/2025

  Hello, 
  
  We regret to see this past residents complaint regarding their move-out statement and hope to provide further clarity. After reviewing their account, we can confirm the paint and cleaning charges were recently reversed. Additionally, this past resident was charged for accelerated rent because they didnt submit the required 30-day notice to vacate the unit. This was communicated to the past resident, but if they require additional assistance or have questions, they are encouraged to continue to work with the team at ************** or the team member assigned to their account. 
  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Runzhou ****

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at one of the properties managed by Essex Property Trust. A few weeks ago, management decided to permanently close the secure mail room and instructed delivery companies to leave packages at residents' ******** reality, delivery drivers are leaving packages in the building lobby, which, although it has fob access and security cameras, is frequently accessed by food delivery workers, couriers, and even strangers. There is no monitoring or enforcement in ******** a direct result of this negligence, at least ********************************************** just the last 5 days. Despite multiple complaints from residents, management has taken no action to resolve the issue or offer an alternative solution.This is not only a serious security concern but also a breach of our right to a safe and habitable living environment. We are paying premium rent, yet our packages and personal belongings are constantly at ******* requesting that Essex either reopen the mail room or implement secure alternatives like monitored package lockers or enforce proper lobby access control. I would appreciate a resolution within 7 days.

  Business Response

  Date: 04/22/2025

  Hello, 
  We regret to see this BBB review and learn about this residents experience. After connecting with the team at *************, we can confirm the mailroom has recently been reopened for couriers due to delivery personnel not following our delivery processes. If this resident has further concerns they would like to address, they are encouraged to contact the team at ************** 
  Kindly, 
  Essex Support Team 

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is important to note that no account was opened with your company on February 22nd, 2024, which is the date you have listed for this account. I believe there may have been some confusion or error in the reporting process, as there was no agreement or transaction with your company on that date.

  Business Response

  Date: 04/14/2025

  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

  Date:03/28/2025

  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 reside in the ********** in **. As I have attached, in the past, *** *****, the manager, made false accusations about me in a "group" email. She claimed that she "checked the recording" of my phone call with her staff and her staff did NOT say,"a few hours",which would mean that I was lying, to cover up their delay in resolving an issue. However, I have attached the recording, which shows that her staff did indeed say that. I asked *** to acknowledge that she lied, as there are numerous issues in our community, and her false statement in a group email could lead other staff to believe it's acceptable to lie and shift blame onto residents for management issues. I would have accepted if ********* acknowledgedand apologized, but she refused toacknowledge it and instead diverted the focus bymaking more false statements. I had no choice but to endure the situation.And then, recently, one of her team members did the same. I presented evidenceof an issue, she rather made false accusations and did not acknowledge that it wasuntrue. In this case, I was even the victim of an issue so this even became a victim blaming. I became concerned that this behavior was becoming a pattern within the team, likely because their manager, ***, is setting this example. As I have attached, it's not surprising that there have been recent online complaints about the same issue, stemming from their approach to these problems.I attempted to reach out to ******* *** in upper management for assistance. For unknown reasons, my emails kept being redirected to ***** team, and they would not provide me with her contact information. As a result, I feel I have no option but to file this complaint with the BBB to seek help.I gave them the evidence to prove that their claims were wrong. I also submit the one related to JenAdams here, too. If this is not resolved with my initial complaint, I will also submit the ones related to her team memberhere.

  Business Response

  Date: 04/16/2025

  Hello,

  Providing exceptional service is a top priority for our team, so we regret to see this residents complaint and learn about their experience. Unfortunately, the team member mentioned here is no longer at the company, so we are unable to address her specific concerns. However, if they would like to speak with the current management team about any recent issues theyve experienced, theyre encouraged to contact them directly. 

  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23131425
  
  I am rejecting this response because:
  

  Their statement is not true. I heard that *** ***** just left Bellcentre but ******** *** still works for Bellcentre.
  For Essex headquarter, please confirm what *** ***** claimed in the email is untrue. They have the recording that I provided to confirm. For ******** ***, I already contacted her directly several times but she refused to admit that she lied, even after she heard the recording. Please have ******** *** email me and admit that she lied and made false accusations against me. No harassing calls or other emails, please. Please do not make her send me her general apology like "I am sorry if you are upset" because that does not address the issue and she is still not admitting her lies. I am a cancer patient and they made me so stressed with repeated harassing calls and emails. I am staying somewhere else because of this incident. I cannot go back unless Komariah admits it.
  

  Business Response

  Date: 04/22/2025

  Hello,

  We understand this resident is dissatisfied with our response; however, we have thoroughly reviewed their comments, shared all relevant information provided by the team at **********, and exhausted all avenues to address their concerns. At this time, our support team has done everything within our ability to assist. If the resident has any further questions, we encourage them to reach out directly to the team at ********** as they have already offered to assist and remedy the situation.
  

  Thank you,
  Essex Support Team

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ?Subject: Formal Complaint Against Essex Properties Crow Canyon ApartmentsDear Better Business Bureau,I am filing a formal complaint against Essex Properties and the management at Crow Canyon Apartments in *********************. I resided at Essex Properties for five years and was a responsible tenant who always paid my rent on time. However, after a traumatic incident on January 7, 2025, where a neighbor pulled a gun on me, I was forced to break my lease under California Civil Code ******.I immediately reported the incident, provided the police report, and was told my account would be put on hold while it was being reviewed by the legal team. Despite this, I was not contacted for updates. Instead, my account was sent to collections without my consent, causing significant damage to my credit and ongoing emotional distress.After multiple attempts to follow up, including scheduled calls that were ignored, I am left with no resolution. I am deeply disappointed with the lack of communication and the poor handling of my case. My account should be on hold, but it seems as though the matter has been ignored by management, and I am experiencing unnecessary financial and emotional distress as a result.I request that the BBB investigate this matter and help resolve the issue with Essex Properties.Summary of issues:1.Gun threat incident (1/7/2025) led to the breaking of my lease.2.Failure to address my concerns after providing the police *********** account was wrongfully sent to collections without my consent.4.Ignored attempts to follow up, including scheduled phone calls.5.Ongoing emotional distress, financial harm, and trauma caused by the mishandling of my case.I would appreciate your prompt attention to this matter and look forward to a resolution.Sincerely,*******

  Business Response

  Date: 04/14/2025

  Hello,

  While we regret to see this past resident's complaint, their comments here are not entirely accurate, and we would like to provide further clarity in hopes of finding a solution. When the incident was first reported to Crow Canyon on January 13, a week after it occurred (January 7), our team advised filing a police report to proceed with any necessary actions against the individuals involved. They also requested relevant documentation, including the video recording and photo of the vehicle this past resident had in their possession, which wasn't received until several weeks later, and even then, in a partial format that was difficult to review.

  Additionally, although their initial Notice to Vacate reflected a move-out date of February 13, we were not made aware until January 24 that they had vacated the apartment on January 18. This lack of timely notice impacted how possession of the unit was processed and contributed to the charges on their move-out statement, which reflected standard charges due to insufficient documentation to support a waiver of Early Lease Termination fees. Since that time, and after further review, our team decided as a gesture of good faith to reverse the Rent Responsibility charges up to the date they were notified of their move-out (January 24), and a refund check of $395.16 was mailed on March 31 to their last known address, as no forwarding address was provided.

  Lastly, the team confirmed that they received this past resident's follow-up communications, including a police report number and an officer's business card. However, neither Essex nor Crow Canyon was named in the report, and due to privacy regulations, we cannot directly obtain a copy. This past resident was advised to submit the full report if they wished to continue disputing their lease-related charges.  
  If this past resident has further questions or concerns, they are encouraged to contact the Community Accounts team.

  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against **************, an apartment complex managed by Essex Property Trust, due to an ongoing pattern of harassment, retaliation, habitability violations, and legal misconduct that has affected me since moving in.************** is managed by incompetent and hostile staff who routinely ignore tenant rights, state laws, and health concerns. This includes:Persistent spider infestations, mold, dampness, and structural issues that have gone unaddressed despite repeated requests.A robbery incident involving my belongings on the day I moved in, which management failed to respond to meaningfully.Repeated unauthorized entries into my unit, one of which I only learned about months later through a recorded conversation with staff. No written notice or emergency was ever providedthis is a clear violation of California Civil Code 1954.Attempts to fraudulently displace me by citing an alleged leak into the unit below. Management failed to provide any documentation, photo evidence, damage report, or third-party assessmentyet issued repeated inspection notices and pressured me to vacate without legal justification.Misrepresentation of renters insurance by staff, including **** *** (Operations Manager), who falsely stated it only covers landlords.Rude, dismissive, and aggressive behavior from staff, including ***** ******, during multiple interactionseven when I raised valid health and legal concerns.A pattern of retaliatory notices after I asserted my legal rights as a tenantincluding lawful denial of entry and a formal cease-and-desist letter sent by my attorney.Despite legal notice from my attorney, management continued to send unlawful notices, ignored legal communication, & escalated harassment tactics, clearly violating California Civil Codes ****** and 1954.This is not a matter of miscommunicationthis is a systemic pattern of bad-faith landlord conduct, misuse of authority, & disregard for tenant safety and rights.