Complaints

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

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  Equity Residential

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

  
• 

  Equity Residential

  2202 West Liddel Road Duluth, GA 30096

• 

  Equity Residential

  35 Sharon Rd Waterbury, CT 06705

• 

  Equity Residential Property Management

  11500 NW 56th Dr Coral Springs, FL 33076-3143

• 

  Equity Residential

  3885 George Busbee Pkwy NW Kennesaw, GA 30144-6603

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

• Initial Complaint

  Date:03/19/2025

  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.

  To Whom It May Concern,I am filing a complaint against Equity Residential regarding my recent experience with their leasing process. I applied for an apartment at one of their properties and expressed my intention to pay the lease upfront in full. However, I was informed by the property management that this was not an option and that I would be required to pay monthly and undergo a credit check.I am a business owner and consultant, and while my personal credit may reflect certain challenges due to business debts incurred during the COVID-19 pandemicwhere I had to close offices in three states due to government-mandated shutdownsmy monthly income exceeds the total amount of the rent for an entire year. Despite this, the property management company has refused to accommodate my situation or even have the decision-maker contact me to discuss potential solutions.I am concerned that the company's rigid policies and lack of flexibility are discriminatory, particularly in light of the unique circumstances many businesses and individuals have faced due to the pandemic. I am currently consulting with the state attorney's office to determine if any laws have been violated in this process, or if there are broader implications for policies that potentially discriminate against those with financial means but adverse credit situations due to the pandemic.I am seeking a resolution to this matter and would appreciate your assistance in investigating this issue.

  

  Business Response

  Date: 04/02/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to provide clarification.
  At Equity Residential, we apply our leasing criteria consistently to all applicants to ensure a fair and transparent process. While we acknowledge the financial challenges many have faced due to the pandemic, our policies are in place to maintain consistency and compliance with industry standards.
  After reviewing your application with our Applications Processing team, we confirmed that it was denied due to an outstanding collections account with another apartment community. Our team requested proof of payment from you, but as we did not receive a response, the application was ultimately denied.
  If you have any further questions or need additional clarification, please dont hesitate to reach out.

• Initial Complaint

  Date:03/17/2025

  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.

  Neighbor above my unit consistently making loud noise after midnight. Late party during weekend. Contact property management at least 10 times including email and in person contact, 2 incidents involving ****************************** 2 times. Police report on file. The issue was ongoing for at least 4-5 months, no response from the property management. The staff kept using excuses of manager is on vacation. No follow up

  

  Business Response

  Date: 04/02/2025

  Dear Ai Ping ***,
  
  
  Thank you for bringing your concerns regarding the noise coming from your neighbors home to our attention. In order to proceed with the dispute mediation, we require an independent, neutral third-party witness to confirm that the noise is indeed coming from the neighbor in question. This will help ensure an accurate and fair assessment of the situation.
  
  We highly encourage you to contact Signal 88 if the noise persists going forward, as this will provide additional documentation. Furthermore, please note that each time Signal 88 visits our site in response to a call, they also capture supporting body camera footage and provide documentation from our teams reports, which will help substantiate the noise complaints and offer additional context.
  We are committed to resolving this matter fairly and effectively. Should you have any further questions or require additional clarification, please do not hesitate to reach out.

• Initial Complaint

  Date:03/04/2025

  Type:Facilities 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 are residents at *******************************, owned by Equity Residential.We have been experiencing music noise issues from our neighbors downstairs starting from last September.We have contacted the leasing office multiple times and provided multiple recordings of the noise.However, the leasing office has not been helpful to resolve the issue 1. The leasing office keep claiming that the noise from downstairs is static and microphone, which is simply false, and refuse 2. The property manager blamed us for not transferring to another unit at the end of our previous lease, in his words in email we did talk with you both about transferringat the end of your prior lease with no penalties, however you've now started a brand new lease and are still experiencing issues. Whether we could transfer depended on so many factors. In this case, we could not due to multiple reasons including timing and pricing. No matter what our choice is, we have the right to enjoy a reasonably quiet environment. It is extremely unprofessional to blame us for their failure to provide reasonable living condition.3. The patrol service at the apartments provides no help at all. Each time it comes back saying the patrol cannot make contact with the problematic neighbors.We are still experiencing the noise issue day to day. We demand a reasonable resolution to this problem.

  

  Business Response

  Date: 03/19/2025

  We have been working directly with the resident to address this matter. At this time, they have confirmed the noise has abated for now and will reach out if further concerns arise. 

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23016516
  
  I am rejecting this response because: 

  We would like to reject the business' response because the noise is still going on and we are still following up with the business. Please see the email screenshot attached below.

  Please let us know if any further information is required.

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

  

  Business Response

  Date: 04/17/2025

  We appreciate your concerns. However, as you know, each time you have reported excessive noise, we have responded accordingly.  Specifically, we attempted to witness the noise level you reported and have requested that you contact us while the issue is happening so that we can better address the matter.
  
  It is also worth noting that many of the noises you describe, i.e. doors closing, voices in the hallway, etc. are simply common noise that is part of apartment living.  It would appear as though your expectations regarding noise levels in the building may not be reasonable or realistic.  Nevertheless, we continue to address each concern you bring to us.
  
  As a reminder, while each resident has the right to quiet enjoyment, there is going to be some level of noise in apartment living. The right to quiet enjoyment doesnt mean every resident gets to live in complete silence. There is, however, a difference between normal noise and excessive noise. Normal noise is noise caused from everyday activities, like walking, talking, or doors closing. Excessive noise is the noise that doesnt fall under the everyday category, like constant loud music or noise from parties.
  
  As you can appreciate, we cannot take action if we cannot substantiate that the noise levels have truly reached the level of a nuisance.  Notwithstanding, we still have requested that your neighbor be mindful of the noise levels coming from her apartment.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23016516
  
  I am rejecting this response because:

  This complaint is about constant music/party noise from another unit.
  As you mentioned:
  

  "Excessive noise is the noise that doesnt fall under the everyday category, like constant loud music or noise from parties."
  
  So yes, the noise we have been complaining about for five months is excessive noise by your own definition. 
  We have been experiencing it for almost a year. We have cooperated with the leasing office in every possible way to try to resolve it and yet it is still happening.
  As we have communicated with the leasing office previously, we would like to request either moving to another available unit of our choice with waived transfer cost, or canceling the lease with no cost.

  Attached is the most recent email from us to the leasing office.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/10/2025

  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 am filing this complaint against Acappella Pasadena Apartments, managed by Equity Residential, due to severe and persistent freeway noise that has made my apartment unlivable. The apartments architectural design and inadequate soundproofing fail to mitigate excessive noise pollution, which has severely impacted my physical and mental health.Since moving in, I have been subjected to relentless 24/7 freeway noise, even with my windows fully closed. The noise is so disruptive that it causes chronic insomnia, elevated heart rate, and constant stress. To cope, I am forced to purchase foam earplugs regularly and, at times, take prescription medication just to fall asleepespecially when I run out of earplugs and do not have time to restock.The apartment management sent staff to inspect my unit once and claimed that the noise level was "acceptable." However, their own measurements recorded noise levels consistently exceeding 40 dB, which is known to cause sleep disturbances and long-term health effects. Furthermore, the loudest noise occurs between 5:00 AM and 7:00 AM, a time period they have never attempted to measure.I am seeking an appropriate resolution, which may include:1. Financial compensation or rent reduction for the undue distress and additional expenses incurred (earplugs, medical costs).2. Proper soundproofing measures to ensure compliance with residential living standards.Equity Residential is responsible for providing tenants with a habitable living environment, and their failure to address these conditions is unacceptable. I request that the BBB formally investigate this matter and urge the company to take corrective action immediately.

  

  Business Response

  Date: 02/18/2025

  The onsite management team performed an inspection of the residents apartment, specifically the bedroom patio sliding door in question. Upon inspection, the door was properly sealed, and the weather stripping was in good condition, ensuring that the door was functioning as intended to prevent outside noise from entering. During the inspection, with the resident present we used a decibel meter app to measure the noise levels with the door fully closed. We found that the noise levels ranged from approximately 40 to 50 decibels, which is within the acceptable range in the local residential area. For these reasons, we deny any claim of habitability, any obligation to ***** rent or issue any credits for the noise issue. As a customer service gesture however, we did offer to purchase reusable ear plugs for the resident. 
  
  
  As the noise is coming from the main freeway, there is nothing we can do to stop it. There are also several apartments that face the same direction, and we have not received any complaints from those residents about the noise. As discussed, if the resident would like to vacate the apartment, he will need to obtain the authorization from his co-residents and they will need to qualify for the apartment on their own. We are happy to assist them all with this process. 

• Initial Complaint

  Date:02/06/2025

  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.

  Hello -- I was previously a resident of ********************************************** for 3 years, which is an Equity Residential owned building. After moving out, I received a statement of deposit showing that I had been charged ~$800 in move-out charges. When reviewing the breakdown of charges, most of them were not accurate. I reached out to the *** team and provided extensive video evidence (taken out at the time of move out) to show that I was incorrectly charged. It's been more than 3 weeks since I heard from the *** team and they have not yet replied to me much less refund the money that was incorrectly charged. I would like to please request the money that was incorrectly deducted from my deposit and owed to me. I plan to meet with my attorney on this matter but prior to that am hopeful that we can use this forum to resolve this matter to avoid spending time/money on legal resources for both sides.

  

  Business Response

  Date: 02/20/2025

  We have reviewed this account and have agreed to remove certain charges in good faith. However, we disagree that we are obligated to remove any additional charges. We will process the credits and mail the additional refund check. Thank you.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22909096
  
  I am rejecting this response because: I am still in conversations with the Equity Residential Team. As such, this matter is not yet resolved. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/05/2025

  It's our understanding that the resident replied to the community accepting our offer. We will process the credit and refund and will consider this matter closed. 

• Initial Complaint

  Date:02/04/2025

  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.

  Unjust Insufficient Notice Fee Charged Despite Proper Written Notice Complaint Details:I have been a resident at *********************, managed by Equity Residential, for over 8 years, and this dispute stems from their attempt to charge me a $1,500 insufficient notice fee (reduced to $800 as a "gesture").In December 2024, I provided written notice of my intent to vacate:December 12, 2024: I replied to a renewal inquiry email from Equity Residential confirming that I would not be renewing my lease and would be moving out.December 15, 2024: I sent an email specifying a move-out date of February 17, 2025.Despite this, ***** Apartments and their General Manager, **** ***********, are refusing to acknowledge my clear written notice, claiming my phrasing ("I think our move-out date will be 2/17") invalidates my notice. This is legally baseless, as California law only requires a written notice of intent to vacate, which I clearly provided. My intent is clear and obvious to any reasonable person, and more importantly, any California ******** legal consultant has reviewed my lease terms and the law the General Manager cited, and says I have slam dunk case. California courts always favor tenants in disputes like this, when intent to vacate is obvious and landlords attempt enforce predatory fees.***** Apartments is now attempting to charge me this invalid insufficient notice fee despite clear evidence to the contrary. Their actions are a predatory and unfair billing practice.Resolution Requested:I am requesting that this insufficient notice fee be waived entirely and confirmation of this decision be provided to me in ********** a loyal tenant of 8+ years, I am deeply disappointed by this unethical treatment and will escalate further if this is not resolved immediately.Desired Outcome: Waive the $1,500 insufficient notice fee (currently reduced to $800) and provide written confirmation.Thank you,*******

  

  Business Response

  Date: 02/18/2025

  While we understand your frustration, I want to take a moment to clarify the situation regarding the 30-day notice requirement under California law. As per California Civil Code Section ******, a valid notice of intent to vacate must be clear and unequivocal, specifying the exact date the tenant plans to move out. The phrase "I think our move-out date will be 2/17" introduces uncertainty, and unfortunately, this does not satisfy the legal standard for a proper 30-day notice. In this case, the communication provided in December was not a definitive notice and did not meet the legal requirements. With that said, as a customer service gesture, we have agreed to process your official written 30-day notice to vacate, 5 days earlier than the date it was submitted to help reduce some of the burden of the 30 day notice fulfilment requirements. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22899675
  
  "I think" means: 1) From my perspective or 2) I believe to be true. It does not mean "maybe" or introduce uncertainty. It is a common phrase people use in communication, and any California judge will rule in favor of clear intent over technicality. Literally run it by your legal department and ask them how California judges rule in cases like this.

  We have small claims court paperwork ready to file. So you can waive the fee in good faith and we can part ways amicably (I'll even delete my negative reviews on ****** and Yelp), or we take you to court. If you're so confident about the law, I guess we'll have a California judge make the decision then.  $800, you really want it that bad to risk losing in a tenant friendly California court?
   
  ******* Sun

  

  Business Response

  Date: 02/24/2025

  We respectfully disagree that you provided proper notice. After you stated you thought you would be vacating, you inquired about a possible transfer onsite, as evidenced in our email communications. We confirmed with you at that time that if you chose to transfer onsite, it would effectively be putting your apartment on notice, and we advised you to be prepared with a vacate date if that was the route you wanted to go. We continue to dispute that your intentions were clear or that you provided proper written notice of your intent to vacate.

  
  

  Customer Answer

  Date: 02/24/2025

  Complaint: 22899675

  I am rejecting this response because:

  Your own reply explicitly acknowledges the validity of my position: you state, "You stated you thought you would be vacating," thus openly admitting that I communicated my intent to vacate more than 60 days prior to the lease end. Your argument hinges solely on the phrase "I think," which in common usage means "I believe to be true," and in no way indicates uncertainty regarding my decision to vacate. Additionally, in your communications, you requested a specific move-out date, to which I responded explicitly: "Sounds good! I think our move-out date will be 2/17 (the last day of our lease)." This response provided a clear and precise date in direct reply to your explicit request. Any California judge reviewing this communication will no doubt conclude this constitutes clear and sufficient notice.

  Furthermore, choosing not to execute an onsite transfer does not invalidate or negate the clear intent to vacate explicitly stated in my email. As previously documented, my brother did indeed utilize Equity Residential's transfer option for his move to *******, further evidencing our intention to vacate the current apartment.

  It's particularly disappointing that after being a loyal resident of ***** Apartments (an Equity Residential property) for over eight years, and with my brother continuing his tenancy within the Equity Residential network, the company has chosen to impose what amounts to a punitive fee rather than demonstrating appreciation or goodwill. Your insistence on pursuing this fee not only undermines longstanding tenant relationships but also reflects poorly on your customer relations and ethical practices.

  I have consulted legal counsel, prepared documentation, and completed all necessary paperwork to initiate a small claims court proceeding. This is my final communication on this matter: waive the unjustified fee immediately or be prepared to address this matter in court.

  Sincerely,
  ******* Sun

• Initial Complaint

  Date:02/02/2025

  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.

  On 1.15 applied to the ******, an Equity Residential property but on 1.30, the unit was relisted at a lower price. I called their office, spoke with ** ******, a leasing consultant, who acknowledged the new price. However, that the unit was greyed out, which prevented him from assisting further, but made a note to add unit to back to my application, and said to contact processing once they opened. ***** reinstated Unit 5501 to my application. When I mentioned the price and should be eligible for approval. She offered to review the details, but mentioned a 2.8 rate which I pointed out the website indicates 2.4. She apologized, assured me they would honor it, and promised to send a message for ****** ****, the processing agent assigned to my application, to call me, but that never happened. Throughout the day, I made several attempts to contact ******, only to be informed she was unavailable. The previous day she said she'd be off ********** thus was eager to address the error. It wasn't until I brought this up in an email, trying to catch her before her shift ended, that I received a denial in response. I was deeply unsettled by the lack of professionalism; it seemed that after I independently calculated the figures and highlighted the inconsistencies, the initial calculations had been flawed from the very beginning. To add to my frustration, the apartment was promptly re-listed. When I tried to log into my account, I was unable to do so, which led me to reapply for the unit, hoping to speak with someone in management the next morning. On 1.31.25 I received an email to refrain from submitting further applications, thus cancelling and eliminating my chances getting the apartment. I'm requesting my application be reinstated for Unit 5501 at $1,905/mo and an investigation to ensure there has not been a violation of the Fair Housing Act, as I feel this situation is unjust and unfair, affecting my ability to apply for housing equitably in the State of *******.

  

  Business Response

  Date: 02/18/2025

  We appreciate the opportunity to respond to this complaint, and we deny any violations of the Fair Housing Act. This applicant applied for an apartment but did not meet the income requirements based on the advertised rent amount. While our current income requirements are 2.8x the monthly rent, our team honored a 2.4x income multiplier, as reflected on the website at the time of her application. Our centralized applications team repeatedly requested the applicant provide pay stubs and bank statements, but she failed to provide them. Additionally, she was asked to submit a personal guarantor or W-2s, which were also not provided. As a result, she was placed on a waitlist.
  By the time this applicant was placed on the waitlist, the unit's pricing had decreased, and the applicant submitted a total of four applications. Since these applications were for the same person, they were inactivated and refunded. Due to further ongoing concerns with the applicant's aggressive behavior toward our staff, all of her applications were deactivated. However, she continually requests approval despite not providing the appropriate verifications to meet our qualification requirements.
  She was informed that if she wished to move forward with an application, she would need to submit a new application for an available unit and provide the required documentation within the given timeframe. We also clarified the income requirements for The ****** and assured her that if the website displayed a lower multiplier (below 2.8x) at the time of her application, we would honor it. 

  Customer Answer

  Date: 02/27/2025

  Complaint: 22889775
  
  I am rejecting this response because: During my recent trip to *******, I had a direct conversation with **** ******* at the ****** regarding the statements made in the complaint. His assertions were false, and at no point was I aggressive with the staff. I have consistently approached everyone with hospitality and compassion throughout this process. I believe the call can be reviewed, and I have additional documentation that I would be happy to attach for your reference. During my visit, I explained to **** that an error had occurred, which I found quite concerning. I even possess the email I sent to ****** **** from processing, expressing my excitement about being approved for unit 5501, especially since the price had dropped and even moreso after I discovered that I was being held to the incorrect rental rate of 2.8 instead of 2.4 according to the website and application I completed. Within minutes, I received a denial letter, and ****** did not reach out for any further information or indicate that she would investigate the issue. The unit was quickly put back on the market, prompting me to reapply, thinking it was a mistake. I intended to address the issue the next morning during business hours. However, I was taken aback to find that my application had been canceled, with claims that I was applying for another property, which was not true, and that I should not submit another application. While **** did extend an apology for the situation, it does not justify the way it was handled. I dedicated a considerable amount of time, energy, and effort to find the ideal location for my business relocation. He mentioned several units that would soon become available and assured me that the staff would provide pictures and/or details the following day, as I needed to leave and return to ************. Unfortunately, I did not receive any updates in the days that followed. He specifically pointed out unit 5502, located across from 5501, as well as 5401, which I'm somewhat interested in, though they won't be available for a while. He suggested I check the companys ******* channel for the layout since I would have to apply without seeing the units in person. My primary concern is receiving an equivalent unit at a similar price point to make up for this inconvenience, as I feel I have not been given a fair opportunity for the unit I initially applied for. Please advise of next steps towards a resolution. Thank you.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/11/2025

  We appreciate your feedback, but our stance remains the same.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22889775
  
  I am rejecting this response for the following reasons: the previous stance fails to provide a resolution to the complaint and does not address the concerns raised. In fact, it overlooks the primary issue, which involves an ethical business practice related to the email attachments that acknowledges the percentage error. Instead of addressing this professionally, a denial letter was immediately sent without justification and the unit was relisted and blocked off not giving me a fair opportunity to obtain it or speak with someone further. I sincerely hope this situation is not discriminatory, as my driver's licenseone of the required documentsclearly indicates my race. I would prefer not to escalate this matter by filing a housing discrimination complaint with the *************************************** (****) or the ************************************************ (***) and requesting an amicable solution with BBB's involvement. Thank you.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/30/2025

  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.

  1/29 Came home to no heat or hot water. Called maintenance and front desk several times with no answer. Logged a complaint prior to me going to manager office. 1/30-awoke to ceiling leaking logged two complaints and called twice and second time someone picked up at left first message at 5:50a as I was told several people live on site on this apartment complex and the response time is poor

  

  Business Response

  Date: 02/24/2025

  We disagree with how this matter was handled. On Wednesday, January 29, Nichole emailed our Leasing Manager regarding no heat or hot water in her home at 4:10PM. She received her out of office and emailed the Community Manager at 4:30PM. The CM responded at 4:33PM to let her know that the emergency request had been entered and somebody would be there within ***** minutes. 
  
  
  Maintenance arrived onsite and quickly discovered that they were unable to resolve the issue. A vendor, **************** was then contacted. We emailed Nichole at 5:38PM to let her know that Patriot would be out within the half hour. They arrived onsite at 5:50PM and completed necessary repairs. I emailed Nichole back at 6:35PM to let her know that everything was all set. 
  
  
  On Thursday, January 30, Nichole called our emergency line at 5:50AM to report a leak in her home. By 6:35AM, maintenance had been to her unit to extract the water and find the source of the leak. A dehumidifier was also placed in her home. A vendor was contacted that same morning, and the issue was completely resolved by 1PM that same day.
  
  
  We acknowledge the inconvenience these incidents had on you, but we promptly responded and appropriately addressed these matters. If there's anything further we can do to assist you, please contact the management office directly. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22876688
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 02/26/2025

  Here are the additional Emails for this complaint. It shows the first call in to the Equity  that went in at 5a and someone did not show up from patriot plumber from 12:30p.
  I have videos when he actually came into my apartment. With the amount of water that was in the ceiling that response time is poor.
  
  
  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  
  
  

  

  
  Sent from my iPhone

  

  Business Response

  Date: 03/11/2025

  We regret you disagree with our position, but this matter has been resolved. If you have further concerns, please reach out to the management office directly. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22876688
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/14/2025

  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 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

  Date: 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.