Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To:Legal Department DMCA Notice ******************************************************************************************************** Subject: Complaint Regarding Holding Fee Dispute at 1 ***** ***** Dear *********** am filing this complaint regarding a holding fee dispute and unprofessional conduct at ********************************************************On Saturday, January 11, 2025, at approximately 4:00 PM, I applied for an apartment at the property and was approved almost instantly, despite applying outside of normal business hours. Upon reconsideration, I attempted to cancel, but the leasing office refused to refund my $200 holding fee, citing a 24-hour cancellation policy.However, the application stated approvals typically occur within 2-3 business days. Furthermore, the leasing office is only open Tuesday through Saturday, meaning I could not contact anyone until Tuesday. According to California law (Rule 1.10, California Code of Civil Procedure), weekends and holidays are excluded from time calculations unless explicitly stated otherwise. Therefore, the 24-hour cancellation period should have started on the first business day after approval, which was Tuesday. Denying my refund on this basis violates both the stated application terms and the law.When I raised these concerns, staff members Jayrold ****** and Mulan were rude and dismissive, creating a hostile environment. Their evasive behavior regarding the fee raised suspicions about potential misuse of funds, which further eroded my trust in the leasing offices integrity.While the property is visually appealing, my experience with the management was deeply disappointing. I request a full refund of my $200 holding fee, a review of leasing office practices, and transparency regarding fee policies.If a resolution is not reached promptly, I am prepared to escalate this matter through legal and consumer protection channels.Sincerely,**** *******

  

  Business response

  01/24/2025

  Thank you for your inquiry. We regret to hear that we fell short of your expectations. Our policy is that you have 24 hours to cancel your application after you are notified of your approval. Our local team previously explained the cancellation process, consistent with the disclosures in the application. We did not receive any voicemails or emails from you within the 24-hour cancellation period. Therefore, your holding deposit was forfeited. 
  
  In an effort of good faith and in consideration of the circumstances, we have agreed to refund the holding deposit. The refund request was submitted on January 16, and you should be receiving the check within the next week or two. 

  Customer response

  02/04/2025

   
  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,
  
  ********* *******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident of the ******************************, operated by the Equity Residential. Around Dec 20th, 2024, in the late evening, our apartment began to have a strong oily spicy odour, which we couldn't get rid of by the ventilation. We thought it was a temporary issue. However, things got worse after the Christmas. This type of odour accumulated in our apartment, and in the midnight, waves of odour keep coming into worsened the situation even more, which made me cough from time to time. In the late evening Dec 26th, 2024, we called night security to check, the security found out the origin of odour was our downstair neighbors' cooking. We made a compliant to the apartment office in the morning of Dec 27th, and the property manager visited our apartment and checked the switch of ventilation. As he said, as long as the ventilation can rotate, there is no problem. But the ventilation doesn't work to vent these odour out, it vents in a lot more smoke into our apartment. I doubt the functionability of the ventilation, the property management told back us that the ventilation was intact, and there was nothing they could do to improve the situation. Now we have to seal closets in the kitchen and bathroom to prevent more odour coming into our apartment, and we have to open the balcony and windows in the midnight to get fresh air. This morning Dec 31st, the property manager informed me that he told the night security team to stop response toward my compliant, and if I don't accept, I should go away (with all fees and penalty). I pay for the rent, I have the right to live here. when there is a problem impacting on the habitability of my apartment, how could a manager try to silicence me and chase me away like this? And they alwasy misinterpretate my intention as to forbiden others to cook. But all my purpose of complaints is to improve the ventilation to better deal with the cooking odour. I am not a native speaker of English, I think they are taking advantage over me.

  

  Business response

  01/31/2025

  Thank you for providing the opportunity to address the concerns raised by a resident regarding cooking odors and the management's response. We take all resident feedback seriously and strive to maintain a high standard of service in our community.
  The resident initially reached out to us on December 27th to report strong cooking odors and a concern about the ventilation system in their apartment. Our Service Manager promptly inspected their unit the same day and confirmed that the ventilation system was operating as designed. The resident was advised on best practices for mitigating odors in their home.
  Despite these efforts, the resident expressed dissatisfaction with the situation, reporting that cooking smells persisted, particularly at night. They also dispatched our Courtesy Patrol team on multiple occasions to request their neighbor cease cooking, which we explained is not enforceable under the terms of our lease agreements, as cooking is not a lease violation.
  Over the course of several days, our team continued to address the resident's concerns. We:
  Re-inspected the ventilation systems in both the resident's apartment and the neighboring unit.
  Verified that all systems were functioning properly.
  Provided best practices to the neighboring resident to minimize cooking odors and requested they adjust their schedule where possible.
  Offered the resident options for transferring to a different unit or terminating their lease if they continued to feel their apartment was uninhabitable.
  We communicated each step of our process and findings to the resident, providing updates in a timely manner. On January 10th, we shared that the ventilation system was intact and operational, and the neighboring resident agreed to adjust their cooking schedule to reduce disruptions. The resident acknowledged our efforts and indicated they would monitor the situation moving forward.
  As of January 24th, we have not received any further complaints or correspondence from the resident. Based on this, we believe the issue has been resolved.
  We regret any inconvenience the resident experienced and are committed to addressing concerns promptly and thoroughly. We believe we have taken all reasonable steps to resolve this matter while adhering to the terms of the lease agreement and the community policies.
  Please do not hesitate to reach out if additional clarification or documentation is needed.

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Tenant at one of the properties managed by this management company. I've attempted to email the residential complaint, email the ceo of the company, and I have also requested from the property manager her boss information and she has refused to provide me with the information. It has been repeated issues with property manager and the staff. I have live in this property since it was built and they has been so many unresolved issues and no one is reaching out when complaints are filed in order to resolve the issues thats being brought to their attention. Myself and other tenants have also raised several complaints that's going unnoticed. Key fobs do not work, property manager is failing to resolve all of tenants complaint. Filing this complaint has been my last resort. I am demanding to speak with someone from the corporate office immediately

  

  Business response

  01/02/2025

  The issue has been resolved directly with the resident.

• Initial Complaint

  11/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing a complaint due to poor customer service received by a leasing consultant at an Equity Residential property. I went to the front office to report an issue for the 2nd time and the leasing consultant refused to take ownership of the issue and help me to resolve it. I explained to the leasing consultant that usually when a resident request help resolving an issue someone in the business will say I will own the issue until it is resolved. The leasing consultant instead said Im not getting involved and Im not stepping on anyones toes. I asked for the general managers information and she refused to provide it. She told me to look at their website to get it. Her nom chalant nature and lack of customer service is the reason for this complaint. I suppose the issue of missing packages in their care is not worth addressing or looking into. It saddens me that this community has taken such a terrible downhill spiral as it relates to customer service. Shameful.

  

  Business response

  01/02/2025

  Thank you for sharing your concerns. It's our understanding that the management team has resolved this matter with you
  directly. Please reach out to them if you have any additional concerns.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Equity residential owes me $1500 in concession fees. I was offered this money in May of 2024. While my dispute is ongoing, I have not received a single response from Equity since July despite having sent many emails. They do not provide a phone number to call. This community is an unsafe place to live. I am requesting to be released from my lease immediately after a horrific incident with a package thief in the garage. Despite reporting this event to the leasing office, no action was taken and my email once again went unanswered.

  

  Business response

  12/09/2024

  Thank you for sharing your concerns. The previously offered concession was offered as a good faith gesture given the concerns you raised at that time and was contingent upon you signing a release of claim, which you have not done. There is no legal obligation to provide this concession, and we will not proceed with posting it until we receive the signed agreement. If you are interested in proceeding, please contact the management office directly to finalize the necessary paperwork.
  
  
  We also regret that you were a victim of a package theft from the common areas of the community. However, we see no basis that would obligate us to release you from your lease agreement as a result of this matter. If you have any additional concerns, please reach out to the management office directly. 

• Initial Complaint

  11/21/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I became a resident of the Iris O4W location in late April of 2024. Since either before that date or sense then all elevators' inspections have expired. One of the elevators has never worked properly since moving in and another hasn't been able to be called normally or open on selected floors for the last ~month. I've only received 1 notification of 1 of the 3 elevators being worked on but it did not fix the issue and all 3 elevators are still expired. This is a safety and accessibility issue. They also do not enforce dogs being on lease when they're outside of residents' apartments. After flagging off leash dogs for 6 months they finally put up signs but there continue to be unleashed dogs. This is a safety issue.

  

  Business response

  12/09/2024

  The property is in full compliance with all elevator inspections and associated fees. The permits expired due to severe delays with the state commissioners office in scheduling and conducting the physical inspection. As of now, the inspections have been performed and our permits are up to date.
  Additionally, our pet and leash policies are clearly outlined in the lease agreements and are strictly enforced. Residents who do not comply with these policies are promptly notified, and lease violations are issued when necessary. We take these matters seriously to maintain a safe and respectful environment for all residents. Should you notice an off-leash animal in the community, we ask that you please notify us so we may properly address the issue with the offending resident. 
  At this time, we see no basis that would obligate us to release you from your lease. Should you wish to vacate prior to your lease expiration, please contact the office directly to discuss your options. 

  Customer response

  12/17/2024

  Complaint: 22589611
  
  I am rejecting this response because: It appears that my response not accepting the businesses response was not saved or did not go through properly and was assumed resolved. 
  
  Please find the evidence attached as to why I do not accept their response. 
  
  -A dog was attacked within the building by an off leash dog. Proving once again that there is no real prevention or action being taken to prevent this sort of occurrence. Being reactive is not acceptable and clearly the threats of fines are doing nothing. 
  
  -They claim the government offices in charge of reviewing elevators were backed up for over 6 months. But I reported the out of date elevators to the fire marshals on 10/31/24 and they were reviewed within the next two weeks. This indicates that there was no delay, but that the business wasn't being proactive about our safety yet again. The elevators for that matter continue to not work properly and submitted tickets are being ignored. 
  
  Please let me know if you have any further questions.
  
  Thanks.
  
  Sincerely,
  
  ********* ******

  

  Business response

  01/06/2025

  The property is in full compliance with all elevator inspections and associated fees. The permits expired due to severe delays with the state commissioners office in scheduling and conducting the physical inspection. As of now, the inspections have been performed and our permits are up to date.
  Additionally, our pet and leash policies are clearly outlined in the lease agreements and are strictly enforced. Residents who do not comply with these policies are promptly notified, and lease violations are issued when necessary. We take these matters seriously to maintain a safe and respectful environment for all residents. Should you notice an off-leash animal in the community, we ask that you please notify us so we may properly address the issue with the offending resident. 
  At this time, we see no basis that would obligate us to release you from your lease. Should you wish to vacate prior to your lease expiration, please contact the office directly to discuss your options. 

  Customer response

  01/06/2025

   
  Complaint: 22589611
  
  I am rejecting this response because of the same reasons stated in my first rejection and the provided evidence. 

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

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against 1500 Mass Apartments due to their failure to return my security deposit for nearly three months since my move-out date on August 14, 2024. Under Washington, DC law, landlords are required to return security deposits within 45 days of the lease ending, yet despite repeated follow-up emails, the property management has not provided my deposit. Instead, they have consistently delayed and provided various excuses rather than returning my funds. I have met all requirements for a full refund, and I am seeking BBBs assistance to facilitate the prompt return of my deposit in accordance with ** regulations. Thank you for your attention to this matter.

  

  Business response

  12/03/2024

   Yujia,
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to address this matter.
  Our records indicate that we made three separate attempts to mail your security deposit to the address you initially provided. Unfortunately, each mailing was returned as undeliverable. 
  After notifying you of the issue, we requested an alternative address to ensure successful delivery. On November 17th, we received the updated address from you. Following this update, we promptly issued a new check and sent it to the revised address.
  Please know that we are committed to resolving this matter fully and ensuring that you receive your deposit. If there are any further concerns or if the new mailing does not reach you.
  Thank you for your patience and understanding as we worked to resolve this issue.

  Customer response

  12/03/2024

   
  Complaint: 22538450
  
  I am rejecting this response because: I want to let you know that I still have not received the funds after providing my updated address on November 17th.
  
  To assist in resolving this matter, I kindly request that you share the mailing tracking details with me, as I have been unable to track the mail on my end. This is an unusual situation, as I have provided my address to various organizations in the past without any issues.

  Additionally, I would like to emphasize that mailing issues should not serve as an obstacle to receiving my refund. It is my legal right to receive these funds within the specified timeframe, and as this matter has now exceeded that limit, I feel my rights are being compromised. I would greatly appreciate your prompt support in resolving this issue to ensure my rights are upheld.
  

  Alternatively, I would greatly appreciate it if you could process the payment through direct deposit or another secure online method. This approach would ensure I receive the funds promptly, and you would still have a record of the transaction for your records.
  
  I appreciate your efforts to ensure this is resolved and look forward to hearing from you.

  Thank you for your attention to this matter.

  Sincerely,
  
  Yujia Qi

  

  Business response

  12/09/2024

  The current refund check was sent out three times and it returned to us as undeliverable three times.  A stop payment/void has been requested and a reissue check has been requested to be sent to the updated address provided by the former resident, which will be processed for on 12/17/2024.

  Customer response

  12/11/2024

   
  Complaint: 22538450
  
  Thank you for the update. However, Im disappointed to learn that the check was not mailed to the updated address as previously communicated. As I mentioned earlier, I am more than willing to visit your office in person to receive the refund via direct deposit, cash, or by picking up the check directly, as I am located nearby. If mailing is the only option you insist on, I will cooperate, but this continued delay is becoming increasingly frustrating.

  
  As Ive clarified multiple times, the address I provided is correct. If delivery has failed repeatedly, its likely due to an error on your end, either in processing or updating the information. It has now been four months, and the inability to resolve this matter has become unacceptable.

  
  Please confirm the resolution timeline and ensure no further errors are made in processing this refund. I trust this will be handled promptly moving forward. If this issue is not resolved immediately, I will have no choice but to report this matter and seek legal assistance until the refund is received.
  
  Sincerely,
  Yujia Qi

• Initial Complaint

  11/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Equity Residential Property:******************************************************On November 5th, 2024 my wife and I were charged $11,168.18 to our Equity Residential portal. This charge is incorrect. It caused a chain of events and failure of communication involving an unauthorized electronic election by property management, on the Lease Break Options within the *** leasing program. Tuesday, November 5th, 2024 at 4:45PM, it was learned that the leasing office committed two serious actions. First, was the unauthorized election of one of the two lease break options, without our consent. Second was failure to submit any Move-Out documentation either electronic or in writing explaining our Lease Break options to us. The financial option that was chosen by the **** Upper West Side leasing office personnel and community management, without our consent, was to pay rent from July 2024 to October 2024 or until our unit of 2572 was rented. This unlawful election within the *** lease system was done by the leasing agents under the leadership and supervision of the Community Manager, without any form of written and verbal acknowledgement from my wife and I. In addition, there was absolutely no email or written communication from the leasing office about this election.Neither my wife nor I received any formal electronic and/or written documentation from the leasing office presenting us with the two following lease break options: Option one was to pay two months rent which would terminate the lease agreement. Option two was to pay rent from July 2024 until October 2024 or until the unit was rented to terminate the lease agreement. Upon further investigation of the account, the Community Manager realized that the option was elected not by us but by the office leasing agents.Due to negligence, unauthorized election of the lease break options, failure to send important break lease documentation, we will not be held responsible for the outstanding balance on the account.

  

  Business response

  12/09/2024

  Thank you for sharing your concerns. Residents have the ability to submit notice of their intent to vacate their apartment on our resident portal. Our records indicate that you notified the management office on June 29, 2024, that you had purchased a home and vacated the apartment. Consistent with the terms of the lease agreement, if you terminate your lease prior to its expiration, you will be responsible for rent until a new resident moves in or the lease term expires, whichever occurs first. As this was our first notice of your vacate date, we proceeded with the default terms of the lease agreement. For these reasons, we deny that we have any obligation to refund any amounts to you associated with terminating your lease prior to its expiration date. If you would like to discuss this further, please contact the management office directly. 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at ************** in *******, ** and this has been the worst experience at an apartment complex. It started in Feb 2024 when a neighbor moved in who played bass so loud it shook my walls every night until 3 AM and smoked so much in his apartment it would take your breath away walking onto the 9th floor and in my apartment. My belongings stunk for weeks. After 4 months of documenting, management witnessing the issue, courtesy officer witnessing, concierge witnessing the issues, etc. Equity decided to allow me to move to the 19th floor. After I had another neighbor who would smoke so much inside that it would take your breath away and played ridiculously loud music all night/day. I broke my lease and settled. When I moved into my new unit on the 19th floor the leasing specialist (who acted like she hated her job) didn't get me a move-in form for my inspection or look at the apartment. There was hair all over the floor and washer, a molded broken washer, etc. I requested a move-out walkthrough for my lease break and was never contacted by **************. They now send me a move-out inspection saying EVERYTHING is dirty. I cleaned that apartment top to bottom and have 3 people who helped. Nothing was dirty about that apartment. They took week+ to do the inspection; I don't know who has been in the unit since or what they have did. This is unacceptable/unprofessional just like my whole experience there. Half of the issues were there when I arrived yet management never did a move-in walkthrough or give me a way to document issues upon move in. They noted normal wear and tear of the apartment as issues when it states in the lease that is expected.Super unprofessional. I expect an explanation from the company as most pictures do not even look dirty. I am seeking this route as my entire stay there getting a reply from management never happens. They also charged me a carpet repair fee - the carpet was installed before I moved in and I only lived there 4-5 months!

  

  Business response

  11/14/2024

  Thank you for sharing the details of your experience at **************. I sincerely apologize for the challenges you faced during your stay and regret that your expectations were not met in various areas.  We understand how frustrating it must have been to deal with ongoing disturbances and the issues surrounding your move-in and move-out process. Though, we have previously resolved these concerns with you directly. 
  That being said, we have reviewed your account and agree to waive the charges for cleaning and carpet cleaning. We will process the appropriate credit to your account, which will generate an additional refund to you. We trust this resolves your concerns, but please do not hesitate to reach out to the management office directly. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid a $650 security deposit and a $500 pet fee when I moved into the apartment. The pet fee was later refunded and credited toward my rent. However, I was charged $55 per month for the pet, even though it was an ***, which violates California Fair Housing laws and totals to 660$ of unlawful charges. Upon moving out, the landlord kept my $650 deposit and added $700 in extra charges, after I had already vacated, then sent me to collections for not paying. They also imposed $480 in late fees. I am disputing these charges as unlawful and unfair.

  

  Business response

  11/15/2024

  Thank you for reaching out and allowing us the opportunity to clarify the charges applied to your account.
  
  To address your concern about the pet fee, once the documentation for your *** was provided, the recurring $55 charge was promptly stopped, and no further pet-related fees were applied thereafter. 
  
  
  Additionally, when you vacated, the apartment was returned to us in an unclean, damaged condition, well above normal wear and tear. You also had a balance on your account. Your $600 security deposit was used towards your final balance and some of the charges for damages, leaving you with a balance due to the community. 
  
  
  Your final statement of deposit account with corresponding documentation was sent to you on July 19, 2019. After several follow up attempts regarding the balance, the account was turned over to a third party collection agency, ***. We would advise you to contact them to discuss your balance further. 

*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. ↩