ComplaintsforEquity Residential

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business is claiming they lost email records I sent filing 10 noise complaints. There was never any follow up, and the company has dismissed me every time. There is no courtesy patrol to contact. There have been gun shots heard on multiple occasions, and no follow up. The floors and walls are paper thin. There is no serious help and we feel unsafe. In requesting to break the lease, I provided the 30 days notice. They are trying to charge us double rent, when no where in the lease agreement does it state that amount.

  

  Business response

  06/07/2024

  We can confirm this has been resolved directly with the individual.

  Customer response

  06/07/2024

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

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This pertains to the Equity Owned Property at ******************************************************************************** Multiple residents will confirm that the phone is not answered in the leasing office and messages are not responded to.The most glaring example is a resident who is 103 years of age whose calls are ignored. When her caregiver tried to speak to someone on her behalf she was turned away Service calls for critical things such as smart home devices or appliances take almost a month to be addressed when there is an attempt to fix them it is not successful No effort is made for quality control no information such as a warranty or owner's manual are provided this is simply unacceptable

  

  Business response

  06/14/2024

  We apologize for any delay in responses while our team is short staffed. We are working as quickly as we can to ensure everyone is properly assisted. We have connected with this individual and have been able to resolve this matter directly. 

  Customer response

  06/22/2024

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

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was nonrenewed for reasons of retaliation. Your property manager, ******************************* at venue at ********* was actually my daughter-in-law but shes going through a divorce. I have not been able to use any of the amenities and I was renewed because she did not want me there because of her wife. My address was *************************************************************. I have brought these attentions to **** who I found to be very biased along with her boss *******. I spoke with ******* and *** sent her multiple emails of which she has not responded. I have not received my deposit back from the apartment complex either. I was told by ******* that she would get back to me and that divorces are messy. A messy divorce has nothing to do with ME being a resident. Let me know the reason why I was not renewed. There is no valid reason and as I know that there doesnt have to be a reason and can be done. However the only reason is for retaliation. I have been recorded getting my mail through the managers window and more. Im tired of her discussing my business with her friends who are residents. I can give specific examples of many discussions of OTHERS personal information told poolside. Also, I placed a ****** review and mentioned how the office gets their friends who are residents to write good reviews when they get a bad one and was harassed for it. I recieved threatening texts from her friends as well as being bullied by other residents for writing my review. In my review it has same things as others has posted BUT Im bullied for it? Sounds like harassment and retaliation.

  

  Business response

  05/30/2024

  We vehemently deny your allegations or that our employees acted without reason. All matters were appropriately investigated and no wrongdoing was found on our employees' behalf. Your lease was non-renewed due to non-compliance with the lease, including complaints of criminal activity and disturbances in the community. Your final statement of deposit account and final refund check have been sent to you. We now consider this matter closed. 

  Customer response

  05/31/2024

   
  Complaint: 21760526
  
  I am rejecting this response because: I did not recieve my security deport back and have a letter as proof that Im supposed to receive it. So then we will need to go to court. Also you can deny these allegations however since they are denied I will take this further.  I have specific proof of my allegations. I can go further into criminal activity as it pertains to staff and information they know. Unless you are referring to my daughters harassment charge which is false and done to be able to non renew us.  So your office can deny it however I have physical proof including text messages etc.  I was allowed per your office manger to relocate to a 3 bedroom until she (property manager) filed for a divorce.  That is retaliation. I am not associated with my daughter. I will be consulting a lawyer also regarding my deposit since you are refusing to send it.  
  
  Sincerely,
  
  *********************************

  

  Business response

  06/07/2024

  The forwarding address on file was incorrect and the deposit check was returned to us. We have reached out to you to request an updated address with no response. As it relates to the other items, our position remains the same. Please contact the management office directly with your forwarding address so the check can be forwarded. 

  Customer response

  06/07/2024

   
  Complaint: 21760526
  
  I am rejecting this response because:
  That is false.  I didnt get any correspondence about the check being undelivered until yesterday by *******.  The address was sent back to her yesterday as well- proof in emails.    When I spoke to her on the phone a couple weeks ago I told her that Id give her my address as the post office accidentally closed my box when they werent supposed to. I told her I didnt want Venue having my address since I have already been harrassed by staffs 2 friends (within 30 min of me posting) a ****** review about the Venue.  Then she told me Nevermind she didnt want the address.  Attached is my proof of email response with my address that was sent.  
  again the address is 

  ************************* de unit 1518

  lone tree 80124 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When moving out of our previous apartment, we were never informed of multiple charges that would be made, taking the majority of our security deposit return. We were not told of an "insufficient notice fee" in which they would charge us the majority of the rent if we did not let them know the date and time of our move-out over 60 days in advance. On top of this, we were charged painting and cleaning fees despite completely repainting the apartment, and thoroughly cleaning before leaving.When we contacted them regarding the insufficient notice fee, we were originally met with stubbornness, but were soon able to compromise with the management. We were told that if we moved our move-out date to a certain day, we would not have to pay any of the insufficient notice charges. As such, we moved to this day, and went ahead assuming the charges would be waived.The apartment was rented within 5 days of us moving out.Upon receiving the security deposit return after moving out of the apartment, we realized that the charges were, in fact, not waived. A good portion of the security deposit was gone, and we only received $3400 in contrast to the $4980 we originally put down. Upon contacting the business, we were met with no compromise. We were told that when we discussed previously, we were told that the charges would only be reduced, not waived. This is not true. We asked to speak to someone higher up, and were denied this. Thus, we are now filing this complaint in the hope that it can get us into contact with someone higher up, or help resolve this matter. We request that we be refunded the remainder of the security deposit to make up for the difference in balance between the check we received, and the amount we put down.

  

  Business response

  06/06/2024

  Per the lease agreement that was signed by both residents, we do not accept verbal notice to vacate the premises and require such notice to be provided in writing.
  
  The resident's lease contract expired on 4/29/2024. The first written communication we received from the residents expressing their intent to vacate was on 3/21/2024, which is 21 days past our required written notice period. As a customer service gesture, we credited the residents 15 days of the insufficient notice fee in the amount of $3,195.97. If the residents were held to the 60-day notice outlined in their lease agreement, the insufficient notice charge would have been $4,048.23. As a result of our courtesy gesture, the insufficient notice charge was reduced to $852.26 or four (4) days of insufficient notice.
  
  If the residents are able to provide any documentation of providing written notice prior to 3/6/2024 specifying a move out date which fulfills the required 60-day notice, we will be glad to make the appropriate adjustment to the account. In the absence of this documentation, we defer to the current charges that have been assessed.
  
  After the residents vacated, the apartment required a thorough cleaning and had areas that needed repair and painting. We have provided photo documentation and a breakdown of the associated charges to the residents.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As someone whom has worked in this industry for over a decade , I must say the customer experience is terrible. Firstly, the communication from the application processing department was non existent. They never answered the phone, they took days to respond to my email, and NOBODY explained to me that there was a $250 fee for just moving in! They were never transparent about this, it didnt show on their website. On the website it said I would be receiving 6 weeks free and this also was not reflected in the move in documents. It feels bait and switch and you should be transparent about the fees charged. The initial quote I created for myself did not outline this ridiculous fee.

  

  Business response

  06/18/2024

  Thank you for taking the time to provide your feedback. We sincerely apologize for the issues you encountered during your move-in process. Your experience is important to us, and we are committed to addressing your concerns and improving our services.
  
  Regarding the communication from our application processing department, we apologize for the delays and lack of responsiveness you experienced. This is not reflective of the service we strive to provide, and we are taking steps to ensure better communication and more timely responses in the future.
  
  We also understand your frustration regarding the $250 move-in fee and the alleged lack of transparency about this charge. This fee is generally disclosed at time of application under "Charges Due at Move-in." This charge is also listed on the move-in cost sheet, as well as documented on the lease under "Non-Refundable Fees." However, it appears there was a glitch in our system, and this fee was not properly listed during application, nor did you receive the move-in cost sheet. We have fixed this in our system. We appreciate you bringing this to our attention. 
  
  Concerning the 6 weeks free concession, please be assured that this will be reflected on your account effective July 1, 2024, and as indicated in your new lease agreement. We regret any confusion caused by the discrepancy between the website information and your move-in documents.
  
  Once again, we apologize for any inconvenience you have faced. Your feedback is invaluable as we strive to enhance our services and ensure a better experience for all our residents. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  
  Thank you for bringing these matters to our attention.  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was suppose to move into my unit on 04/08/24, this is after the leasing office pushed back the move-in date on 3 occasions because the apartment was not ready. I am transferring from a different unit in the building, my lease was up and was looking for a bigger unit. We enter the apartment to do a walk thru and the place is a disaster. There is water damage on the bathroom walls and ceilings. Paint is chipped and bubbling. The bathroom smells like urine and this is after I bleached it. The kitchen has grease built up everywhere. The cabinets are broken. The locks on the balcony door do not lock, safety issue. The stove and oven are so damaged you can't clean it. The microwave has a alot of grease, I could not clean it up. The smell is horrible. The inside of the refrigerator is peeling and the sealant is ripping. The walls and ceiling are dirty. There are dead roaches in cabinets. Some cabinets are missing sides. When I brought this up to the leasing office they notified maintenance. I emailed the office several pictures of my findings. When the maintenance crew showed up, I was told, "You should have seen the apartment before. This is all cosmetics. We will clean up what we can today." I tell ***** them i will leave them to it and notify when i can start moving. I got an email from the leasing office at around 6 pm the same day saying i could proceed with moving as the repairs were done. I walked into the unit, and the only thing done was clean up of bathroom drawers and lining was placed on the bottom bathroom caninets. I spent 5 hours trying to clean as much of the apartment as i could. My kids and I are stuck in this uninhabitable apartment. As per the leasing office, we had to vacate our old unit by 04/09/24 before midnight. This morning I sent another email with pictures and I am told the maintenance manager should be reaching-out to follow-up. NO ONE REACHED OUT. I want the issues to be addressed as soon as possible. I have kids and can't use my kitchen.

  

  Business response

  05/30/2024

  Thank you for your feedback regarding your apartment home. We regret to hear about your experience, as it does not reflect the standards of service our onsite team and company strive to provide. Please be assured that we are committed to addressing and resolving any service issues in your home promptly and efficiently.  We will continue to work with you directly on these matters until we obtain a full resolution. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/16/2024 Address ****************************************************** my last payment was $1436.55, and I paid all, but I was unexpectedly charged a $1090.15 upcharge on rent. Despite the property management failing to notify me about a 30-day vacancy notice, I discovered the charge after moving out. Upon inquiry, they assured me via email that the amount wouldn't be charged. However, upon moving out, they proceeded to charge the amount despite my not residing there anymore. I have proof of their email promising not to charge the amount, yet they've ignored my correspondence.

  

  Business response

  05/29/2024

  Thank you for reaching out to us. The additional amount charged to your account at move-out was for insufficient notice rent. As stated in your signed lease agreement, a 30 day notice is required. We received notice on 4/2/24 that you would be vacating on 4/16/24. Our team did explain the reason behind this but, as a courtesy, agreed to waive other move out charges. If you have documents from our staff stating this amount would be waived, please reach out directly to ******************* with the documentation, and we will review this matter further. Otherwise, your balance is accurate.

  Customer response

  05/30/2024

   
  Complaint: 21673918
  
  I am rejecting this response because:

   

  I attached file I sent to this company, they sent same email but no response even if I sent email with proof. Usually property group call resident to check move out day, but this company want to take money thats why they sent text message to resident after 30 days notice. Then try to collect money. 
  
  Sincerely,
  
  Chunghyun Nam

  

  Business response

  06/07/2024

  We regret your position, but we have no record of you submitting notice prior to April 2nd. If you would like to re-share anything you think we missed, we'd be happy to review it. Otherwise, our position remains the same. 

  Customer response

  06/07/2024

   
  Complaint: 21673918
  
  I am rejecting this response because:

  This property asked me proof of statement and I sent it email. But nothing response back. 
  

  They failed to notice to resident, also they sent text message after 30days. They told me I could request on app, but as you guys can see on picture, app wasnt working to write down. 
  

  This property try to rob money. Even they didnt deposit back, make a lot of reason such as this small apartment paint, cleaning fee was $600. 
  

  please be aware Next on sixth resident or future residents, this property is the worst property in my life. 

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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to this apartment 6 months ago and I've been bothering by the strong noise from the outdoor A/C units on the rooftop (right above my bedroom) since the first day. These A/C units are not controllable by me and it will generate noises and vibrations randomly day and night as long as A/C is turned on by any neighbor. Over the past 6 months, i often feel headache due to lack of sleep. I can't stop feeling anxious every night especially when i was waken up by the noise and cannot fall asleep again... I've tried to take sleep aid products but that even won't work as i'm too stressful! Imagine how terrible it is to stay in the noise every day especially when you need rest!I've flagged this problem to the management team for many times but they never took useful actions even though i have referred them to another apartment property who resolved the same issue for my friend. Please note, I never expect the noise to be totally removed as it's not avoidable, i just wish to reduce it to an acceptable level for my sleep. I have so many recordings of the noise and have shown them to the maintenance team for many times (they admitted that it is the A/C unit on the rooftop that creates the noise); however, when i requested to change a unit because "they can do nothing on the noise", they refused to waive any fees because "they can't verify the excessive noise" which is ridiculous!

  

  Business response

  05/21/2024

  Re: *********************
  Complaint ID: 
  To whom it may concern:
  I am writing in response to the recent correspondence concerning ***************************** concerns regarding noise emanating from the rooftop A/C units at Vista 99 Apartments.
  First and foremost, I want to assure you that our team takes all resident concerns seriously and has thoroughly investigated the matter. However, upon multiple inspections and assessments conducted by our service team, we have been unable to corroborate **************** claims regarding excessive noise levels. In fact, our measurements using a decibel app reader have not indicated any noise levels that surpass acceptable limits, as outlined by the County of Santa ***** permits, particularly after 10 PM, which permits up to 45 decibels.
  Nonetheless, we understand the importance of addressing resident comfort and satisfaction. In an effort to alleviate any perceived disturbances, we have taken proactive steps to mitigate the issue by implementing noise-canceling measures such as adding foam to the affected area. Additionally, we have extended an offer to transfer Mr. **** to an alternative unit when the concern was first brought to our attention.
  Based on our thorough investigation and the measures we have implemented, we do not believe there is an obligation to waive any requirements or reduce the settlement amount offered to Mr. **** at this time.
  We remain committed to providing a comfortable and enjoyable living environment for all residents of Vista ************************************************** this matter. Should there be any further questions or concerns, please do not hesitate to contact us directly.

  
  Sincerely,

  **** Del Toro ********
  General Manager
  ************
  Vista 99 Apartments
  99 *************
  ******************
  
  

  
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident in the community for 26 years. My rent is higher than residents moving in & move in have renovated apartments but pay less. I have on several occasions requested not al but some updates to my unit to no avail. I find this not only not fair but unacceptable. I would appreciate any assistance you can provide me? I am requesting your assistance in settling these issues ? Thanking you in advance for your assistance,Best regards ******************

  

  Business response

  05/21/2024

  Hello,
  
  
  
  
  On Friday 5/10/24 the Service Manager ***** visited Ms Gofhamodimo's unit. ***** for a general inspection. During the general inspection, Ms. Gofhamodimo pointed out a problem with an electrical outlet and a minor leak in her home. Both issues have been addressed on 5/10/24. Previously  Ms. Gofhamodimo experienced a problem with a refrigerator not supplied by the community which the service team could not fix. The ** had the team install a new refrigerator in her home and make minor adjustments to the cabinet to make the refrigerator operable in the provided space.
  
  
  On numerous occasions, the team has provided the resident with the option to transfer to a renovated apartment, and on each occasion, Ms. Gofhamodimo has declined stating that she doesn't want to move and she does not want to move to live in a high-rise building. 
  
  
  The team has negotiated a lower annual rent increase and has provided the resident with all of the information to register for Elderly status in **************  
  
  
  Ms. Gofhamodimo has resided in her home for over 20 years. The only option currently available for her is to move to a renovated apartment. The community no longer offers the residents the option to do occupied renovation.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2023 I was made aware of a fraudulent collection ($8822) on my consumer credit reports with Mozaic at ************* - an Equity Residential apartment complex in **********. I contacted them directly to inform them I was a victim of identity theft, and to dispute/clear the debt from my name and reports. At that time, I provided my FTC report, police report, and Texas drivers license. I requested that the documents used in the fraud be sent to me so that I can add to my police report and so that I can try and find out what all was being used. They declined my request for documents. They also said that unless an officer from my police report contacted them, they cannot do anything about the issue. I called and requested an officer to call ****** twice and the apartment manager said no one called them. I asked what else I can do to prove that this wasn't me and she said nothing can happen unless they speak with law enforcement. In March 2024, I was made aware of several more fraudulent leases in collections on my credit report totaling nearly $300,000. There is now an additional collection from Mozaic ($2412) along with the original one mentioned above. I am disputing directly with the collection companies for all of the fraudulent leases, but the one account for $2412 states that it is directly with Mozaic. I have tried reaching them again on the following dates: 3/21/24 Mozaic - *** said manager would call me back. 3/29/24 Mozaic - left message 3/29/24 Equity Residential - left message 4/3/24 *************** returned my call and said manager was not in office and there wasn't anyone else that could help. 4/3/24 Equity Residential - left message 4/5/24 Equity Residential - left message 4/10/24 Mozaic - left message 4/10/24 Equity Residential - left message At this point, I do not know what else I can do and was advised by my credit restoration agent to file this complaint.

  

  Business response

  05/29/2024

  We have been able to further investigate this matter and have determined this to, indeed, be fraud. As such, we will be removing the balance from the account and will remove any and all reporting on our end. We trust this resolves your concerns, but you may contact the management office directly if you need anything further. 

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would appreciate a letter from Mozaic/Equity Residential stating that this has been determined as fraud and that any and all related information regarding this business is to be removed from all of my consumer credit reporting agencies. I have also requested from Mozaic/Equity Residential all documents used in this fraud with my name and identifying information to be sent to me as well per FCRA. 
  
  Sincerely,
  
  *************************

*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. ↩