ComplaintsforEquity Residential

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to formally express my frustration and dissatisfaction with the misleading and deceptive practices I encountered at *************** Apartments. On 8/24/2024, My wife and I toured their property and was provided with documentation by their staff, which clearly stated a move-in special of nonrefundable amenity fee: $0 for the apartment we were interested in. I even took the extra step to confirm via phone and email that this special applied to our application.However, on 9/10/2024, when the lease would be due in 10 days, I was informed that this special would not be honored due to a so-called "mistake" in the initial communication. This is completely unacceptable and unprofessional. The leasing offices failure to honor the originally communicated terms has not only misled us but has also negatively impacted our move-in plans, causing unnecessary stress and uncertainty during a crucial time.We planned our budget and timing based on the information provided by the office. To retract this agreement at the last minute demonstrates a lack of integrity on the part of the management. I demand that they honor the original move-in special as promised or provide an immediate and satisfactory resolution to this issue.I expect a prompt and appropriate response to this matter. The documentation mentioned and my email communication history has been attached.

  

  Business response

  09/17/2024

  Thank you for reaching out. We would like to confirm that this has been resolved with the individual directly, and the special was honored.

  Customer response

  09/18/2024

   
  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They overcharged me by over $1600 on my rent this month. I am moving out mid-month, and their autopay system charged me both the pro-rated rent for this month (my lease ends next week), and a spurious charge for the rest of the month, at a rate of rent that I never agreed to - the amount they would have raised it to if I had stayed and gone month to month. I specifically asked their representative if I should cancel autopay since this month will be different, and he said (in email) that I should not cancel autopay until after the 1st of August. Now they are telling me that they'll refund the $1600 within 30 days of me moving out, after deducting any charges for cleaning, painting, repairs, etc from it. We have gone back and forth in email and in person, and they refuse to refund me the money until after I move out - Aly at the front desk claims it is impossible "in their system" but cannot explain why. I needed that $1600 to pay first month's rent at my new place - tomorrow, not next week or next month.

  

  Business response

  08/20/2024

  This was resolved directly with the resident. 

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. They have refunded the money they took, and I received it 14 days after I notified them of the overcharge. However I want to note that being short $1600 for 14 days, right when I needed to pay first and last month's rent at my new place, was a significant financial problem and stressor for me and I still want other residents should be aware of what happened. Luckily I was able to borrow money from family in the end, but if I hadn't had that option I would have had to take out a payday loan or lose the lease on my new place.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The leasing office of the building where I live is trying to add bogus and imaginary charges to my account. I have asked for clarity for these charges and have been ignored. I have emails as evidence that they are trying to add charges to my account and have not received an answer to my email.

  

  Business response

  08/16/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to address any issues promptly.
  We understand your concern regarding the transfer settlement amount that was assessed to your account. Our Resident Experience Coordinator, ***, spoke with you on Saturday about this amount and why it was assessed. After discussing this with you further, we have agreed to remove this amount. As communicated, this adjustment is expected to be reflected in your account by Friday.
  We apologize for any confusion or inconvenience and appreciate your patience as we work together to resolve this matter.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was residing at ********** at *********** in *******************. My lease ended 7/22/2024. I paid rent for July 1st to July 22nd. My stuff was moved out July 12th. We cleaned and got juck removed so when we were done on July 19 we turned the keys in. Mind you I paid rent up to July 22nd. But they charged me for termination of my lease earlier even though I paid up until the lease end. They said because I turned the keys in I violated lease terms. But I paid the full lease regardless of what day I stopped sleeping there. Per the law I don't have to sleep there anyday I just have to uphold the lease which I did when I paid until lease end. Why hold on to keys if I do not need to go inside anymore? I do not see where it is legal to charge a lease termination fee or accelerated rent just because I didn't dwell there when I paid rent. I will be seeking legal advice for this matter.

  

  Business response

  08/21/2024

  Thank you for reaching out regarding the final charges on your account. The Leasing Manager has been in active communication with you in an effort to answer all of your questions. Based on our records, the charges applied to your account are accurate in accordance with your lease agreement. Your account has not been charged any lease termination penalties and your resident statement has been provided to you. 
  
  
  To clarify, your lease agreement states that if you vacate within the last 30 days of your lease agreement, you will remain responsible for rent through your vacate date. Because you vacated prior to your lease expiration date, you were charged rent through July 19 and accelerated rent through July 22. This is listed on your final statement as "SODA Rent-Early Term - Accelerated Rent." However, this is not a penalty and is simply the balance of rent due and owing through your vacate date, which, as you indicated, you paid prior to vacating. The only other charges assessed to your account were your final utility charges and a painting charge for damage above normal wear and tear. No other charges or penalties were assessed. We trust this resolves your concerns. However, please do not hesitate to contact the management office directly if you have any additional questions or concerns

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented an apartment in one of the equity apartments property, when I decided to leave the apartment in May they have not returned part of the depositing claiming I didn't give enough notice.May 1st I paid the entire rent amount for the month ($5,000)May 2nd I used the property portal to notify of the intent to terminate my lease on 6/2. I received the same day an automated confirmation email.May 15 I moved most of property out of the apartment, and left the keys of the apartment in it for convenience since I was not able to be there the day of the inspection.May 22nd the property conducted a move out inspection Jun 28 I received the move out statement from the property and noticed that they applied a $1463.23 for insufficient notice.I went back and forth with the leasing manager (*********************) disputing the fact that me leaving the keys constitutes me vacating the apartment with no avail.Even if we were to accept that leaving the keys constitutes vacating the apartment I paid rent for the entire month of May, so they should have refunded the portion of the rent from 5/22 to 5/31.I am requesting to either refund $1463.23 that has been erroneously applied for insufficient notice or the portion of the rent from 5/22 to 5/31 ($1451.61).

  

  Business response

  08/16/2024

  Thank you for sharing your concerns. We acknowledge that you vacated the apartment on May 22, 2024. However, as previously communicated with you, your lease requires a 30 day notice of your intent to vacate. This was submitted by you on May 2, 2024, with an intended vacate date of June 2, 2024. Because you vacated prior to the expiration of your notice period, you remain responsible for the remaining ten days of the notice period, documented on your final move out statement as "insufficient notice rent." Once the final RUBS charges and cleaning fees were assessed, you were sent a refund for the remaining balance of your security deposit. For these reasons, no additional refunds are owed to you. We trust this resolves your concerns. 
  
  
  
  

  Customer response

  08/16/2024

   
  Complaint: 22062850
  
  I am rejecting this response because:  even assuming that leaving the keys can been interpreted as vacating the apartment I already paid the rent for ALL May, including from the 22nd to May 31st, which includes those 10 days  you're referring to. On top of that you additionally detracted money from the deposit to cover those 10 days under the "insufficient notice".

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

  

  Business response

  09/03/2024

  You are correct that you paid for the full month of May. You were also charged for the full month of May. However, your statement charges these amounts up differently. You were charged "rent" from May 1-21 and "accelerated rent" from May *****. No additional rent, charges or penalties were assessed. 

  Customer response

  09/03/2024

   
  Complaint: 22062850
  
  I am rejecting this response because:

  You mentioned that this "accelerated rent" (for which there is no mention in the contract) was due to a breach, I'm assuming you're referring to me leaving the keys inside the apartment. Please explain how that is considered a breach and where is that clearly stated in the contract ? Can you also point where "leaving the keys in apartment" in considered vacating it ? Can you point where in the contract vacating early is considered a breach because I don't see it, I see criminal activity and other causes for a breach, not one that mentions vacating.

  As far as I can tell there is only one mention in the contract referring to insufficient notice: "If you fail to give the required notice at the end of your Lease term and
  move out anyway, the Lease will be extended, pursuant to the Lease Term/Month-to-Month Tenancy paragraph above, and you will be charged insufficient
  notice rent for the month following your Lease end date."

  All language in the contract that mentions fees/penalties or vacating the premises is always predicated on a failure to provide notice, which I did. Nowhere in the contract states that vacating the apartment early (which I'm still contesting) is cause for insufficient notice. Please provide any documentation that states otherwise.

  I would also like to highlight this portion of the contract: "You acknowledge and understand that the purpose of this notice requirement is to provide us with adequate time to re-rent the Premises without interruption." I would argue that me leaving the keys in fact allowed the property even more time to re-rent the premises, and that's the spirit in which it was done.

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

  

  Business response

  09/12/2024

  To clarify, there is no breach. This is not about insufficient notice. You were responsible for rent through your vacate date, and you paid rent through your vacate date. The rent, however, is separated out in your statement as "accelerated rent" for the days you were not in possession of your apartment, consistent with the terms of your lease agreement, section 2.  Specifically, Section 2c states, "If you move out within the last 30 days of your Lease term, you will remain responsible for the balance of your rent and other charges through the expiration date of your Lease." Again, early termination rent is documented on the **** as "accelerated rent." The charges are correct, and our position on this matter is final. 

  Customer response

  09/12/2024

   
  Complaint: 22062850
  
  I am rejecting this response because:

  I appreciate the more detailed response, though it still fails to address why I had to pay twice. Once when i normally paid the rent for May and a second time when you detracted more money from the deposit to cover "insufficient notice" because that's how it has been marked and defended by the building manager in several emails and in this correspondence at the very beginning. Your explanation keeps changing, and I don't believe you're engaging in good faith anymore.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Theresidents here at The ****** are frustrated and scared for our personal safety,wellness and destruction of property! Per the community manager, he stated 7/22, that The ****** is not legally liable for our safety, criminal activity and/or damages that occur on the property.Just last night there were at least 7 car break-ins & 2 cars stolen. This criminal activity has been going on for the past few months. It's documented on the ***************** should be logged by Atlanta PD and The ****** Community Manager. Residents here have been continuouslyadvocating for our safety and security to no avail. From the onset, the residents have been vigilant in our attempts to proactively address this concern with management! Per the Community Manager on 6/11 there are no active working cameras on the property. Today, on 7/23 he stated that the *************** should be out this week to begin the process of installation of cameras. While The ****** does have a courteous officer that sits in front of the building at night, that does not seem to deter the criminal activity. Criminal activity is taking place all times of day and night. Upon speaking to the community manager today 7/23 he acknowledged the escalation in criminal activity but stated, per APD, it should subside in August when the kids go back to school. While we understand that the community manager is taking steps to address this issue, when severalviable suggestions were presented to him to further enhance our safety, he pushed back and very appeared resistant in putting forth those to regional and/or corporate management. In addition, when asked to provide a phone number to regional and/or corporate management, despite several requests, he continually referred tothe resident portal which to date,we have not received a direct from regional or corporate responses from ourseveral documented attempts to contact via the resident portal dating back to February of 2024.

  

  Business response

  08/02/2024

  Thank you for sharing your concerns. We appreciate the impact that criminal activity can have on our residents. While there has been an uptick in criminal activity in our area, the details provided in the complaint are not all accurate. Unfortunately, the criminal activity is not isolated to The ******, and has, in fact, been an increased concern in the surrounding neighborhood. 
  
  
  We have taken reasonable measures in an effort to help deter the criminal activity from occurring in the community. This includes, but is not limited to, increasing patrol services, adding cameras to the underneath garages and exploring options for additional cameras elsewhere in the community. Additionally, we  have partnered with the ******************************* who have sent troops to patrol the property throughout the day as needed. Lastly, our courtesy patrol officer sits in the front of the building to show presence in the main entry and they patrol the community each hour. 
  
  
  We also mentioned that the police informed us that criminal activity does tend to ramp up in the summer months when school is out, and that we may see less once it's back in session. We are happy to report that the local police department has detained several suspects as it relates to this activity.
  
  
  We are committed to doing what we can to limit criminal activity in our community, but we do not and cannot guarantee anyone's safety. This was communicated with the resident after they requested us to provide them with a personal guard as well as other residents who did not feel safe in the community to walk them from their home to their car. We will continue to do what we can to deter criminal activity in our community.
  
  
  All this said, we have agreed to release the resident from their lease agreement, but the resident has yet to accept this offer. 

  Customer response

  08/02/2024

   
  Complaint: 22031122
  
  I am rejecting this response because: the following statement  have agreed to release the resident from their lease agreement, but the resident has yet to accept this offer.  is erroneous and false which further demonstrates the dismissal, disconnect and lack of attention resident concerns! On Monday, July 29th at 10:26 AM EST, an email was sent to the Community Manager, *******************************;as well as other members of Equity Residential including ********************* and *********************. This email stated the following: Hello *********! I hope this email meets you with peace! Yes, we would like to proceed with terminating the lease as mutually agreed upon. I look forward to learning the next steps To date, I have not received a response from anyone regarding next steps. Additionally on 7/22/24 at approximately 2:00 PM, I received a follow up response from my initial BBB  complaint (ID of ******** file 7/11/24 ) from *********************** on behalf of Equity Residential, stating the following: We appreciate you raising your concerns. We have a new community manager at this property, who has attempted to assist you with your concerns but is continuously met with hostility. At this time, we have agreed to release you from your lease and will be connecting with you directly to discuss this option. At tha time, I responded to the BBB indicating that that that was an acceptable as that was one of my  desire outcome as stated in complaint 21976150. Therefore to state in writing that I have not accepted the offer is yet another reflective of the continuing dishonesty and lack of accountability by the community manager and company.

  Desire settlement: It has been documented and agreed upon by both parties! I have done my due diligence in response and accepting the mutual agreement. I am waiting for someone from Equity Residential/Equity Apartments DBA The ****** Apartments to contact me to let me know what the next steps are in moving forward. This would be greatly appreciated so that all parties involved could bring resolve and move forward expeditiously! 

  
  Respectfully,
  
  *****************************

  

  Business response

  08/20/2024

  We have continued our conversation with this resident directly and have come to a mutual agreement.  It is our belief that this matter has been resolved. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a former tenant of 1210 Mass in **********, **, managed by Equity Residential. I am filing this complaint due to unfair and excessive move-out charges, specifically: Overcharging for repainting: I was billed $795.35 for repainting the entire apartment, despite only two walls needing repainting due to a color change I made, and some minor drywall repairs. Normal wear and tear: *********** is charging me for what I believe to be normal wear and tear, including small nail holes and minor scuff marks, which are typically the landlord's responsibility. Lack of documentation: Despite my requests, the company has not provided concrete evidence of damage beyond normal wear and tear that would justify a full repaint at my expense. Inconsistent information: The move-out cost worksheet initially indicated work on a single wall but was later changed to reflect the entire apartment without proper explanation. I have attempted to resolve this issue directly with the company through multiple communications, including reaching out to higher management. However, they have been unwilling to provide satisfactory explanations or adjust the charges fairly.Desired Resolution:I am seeking:A fair reassessment of the charges, focusing only on damage beyond normal wear and tear.A detailed, itemized list of any legitimate damages with photographic evidence.Removal of charges related to normal wear and tear or standard maintenance between tenants.A refund of any overpaid amounts based on this reassessment.I have documentation, including correspondence and photographs, to support my position. I am hoping that through the BBB's mediation, we can reach a fair resolution without the need for further legal action.

  

  Business response

  08/02/2024

  We appreciate the opportunity to address these concerns comprehensively and would like to clarify our position and the actions taken to resolve the matter fairly.
  Initially, charges were applied for a full apartment repaint due to the extent of the repairs needed for damages above normal wear and tear, including areas affected by the color change made by the resident and necessary drywall repairs. 
  Upon vacating, the resident was provided with documentation and photographic evidence of the damages. Additionally, we have supplied further information in response to the resident's requests throughout our correspondence. We regret any confusion caused by the initial move-out worksheet and subsequent updates, which are part of our standard procedure to ensure all necessary repairs are accurately documented.
  We have consistently sought to communicate transparently and fairly. As part of our commitment to resolving this issue, we waived significant charges and provided a detailed explanation for the remaining costs. The resident accepted the revised charges, including the waiving of certain fees, and requested a final statement reflecting the agreed adjustments. From our perspective, this agreement fully resolved the issue, and we consider the matter closed, with terms agreed upon by both parties.

  Customer response

  08/02/2024

   
  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,
  
  Mo ********

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at a community and the pool needs to be properly cleaned

  

  Business response

  08/01/2024

  Thank you for bringing your concern to our attention. Please be assured that maintaining a clean and safe environment for our residents is a top priority. Our service team regularly schedules cleaning and maintenance for all amenities, including the pool. Please keep in mind that due to the rainy season we have experienced this summer has made it a challenge to keep debris out of the pool throughout the day.
  
  We have taken the following step by closing the pool on Monday's to ensure the pool as well as the courtyard gets a thorough cleaning after the weekends with high traffic. The service team has also agreed to monitor the pool when there isn't high traffic during the day.
  
  We appreciate your feedback, as it helps us improve our service.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company is trying to charge for items that would need to be done by the company. We are not liable to cover their costs. They have received $32K in by not upgrading the unit for 8 + years and exorbitant rent increases while reducing access to amenities for over 2 years.

  

  Business response

  08/01/2024

  *******, Thank you for sharing your feedback with us regarding your move-out charges. We understand your concerns and want to clarify that we only charge for what is absolutely necessary due to damages above normal wear and tear, including but not limited to, smoke damage incurred during the occupancy of the apartment. 
  
  While replacing appliances is not a common practice, the overall condition of the apartment warranted the replacement of several appliances. You were charged a prorated price based on the remaining lifespan of these appliances. The same applies to items such as vinyl and carpet, where replacement was deemed necessary due to the condition upon your move-out. 
  
  We understand that you and many of our residents were inconvenienced by the closure of some of the amenities at the community, necessitated by the global pandemic, COVID-19. As you are aware, we did not permanently remove or close down the amenities at the community.  ******, as a result of the pandemic, and through no fault of our own, we made the difficult decision to temporarily close them for the health and safety of our residents and staff.  Additionally, we were required to do so to be compliant with local regulations.  Your lease also gives us the right to close down certain facilities from time to time. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a resident at *************** and have encountered severe issues with a persistent and unbearable gas odor that has significantly impacted my health and well-being. My apartment has a strong GAS smell, and at night the odor gets strong as the apartment fills will a strong sulfur, eggy smell. The unit is UNLIVABLE.For months, I received inadequate responses from maintenance and management regarding my concerns. Maintenance often marked my work orders as complete without actually visiting or addressing the issue.After my concerns were repeatedly ignored, a maintenance worker (****?) finally confirmed the gas odor I was experiencing, noting that it was consistent with the odor that has permeated the Westerly building since its inception. He explained that management was aware of the issue and had implemented solutions in common areas such as the gym and front lobby. He also mentioned that the maintenance team was instructed by management to IGNORE MY COMPLAINTS, because they did not want to pay the high costs of fixing the problem in my unit.My concerns were finally acknowledged by management after months of being ignored or dismissed. However, the maintenance attempts that followed were insufficient and failed to resolve the odor permeating my living space. The proposed solution offered by management remained unfair as it shifted the financial burden onto me, despite the uninhabitability caused by their negligence.Its clear that Westerly ****** and Equity Residential prioritize profit over the health, safety, and well-being of its tenants. Moreover, management's responses to my complaints have been poor, as they have willingly misrepresented and minimized my legitimate concerns regarding my health and safety.

  

  Business response

  07/22/2024

  Thank you for your continued communication regarding the odor issue in your unit. I sincerely apologize for the ongoing discomfort and inconvenience you have experienced.
  We want to acknowledge the seriousness of your concerns and assure you that the comfort and safety of all our residents are our top priorities. We understand how distressing this situation has been for you, and we deeply regret any perception that your concerns were not taken seriously.

  
  To clarify our position:
  Source of the Odor: Based on our investigations, the smell you are experiencing is from the water line and is not related to a gas leak. While we understand this does not mitigate the discomfort, it is important to clarify that it poses no danger.
  Remedial Actions: Despite our repeated attempts to address the odor, its inconsistency has made it difficult to fully eliminate. The smell has been intermittent, which has complicated our efforts to identify and resolve the source effectively.
  Previous Offers: We offered to transfer you to another unit as a potential solution, as noted in our previous email exchanges. We acknowledge that it took some time for a response, but we continued to stand by our offer, showing our commitment to resolving the issue.
  Communication and Accountability: We want to assure you that we have never ignored or disregarded your concerns. Our email records reflect our continuous communication and efforts to address the issue. We are sorry if our efforts did not meet your expectations.

  
  We deeply regret that the measures taken have not fully resolved the problem. Your feedback is invaluable, and we are committed to doing everything possible to improve your living conditions.

  
  Thank you for your patience and understanding. We remain dedicated to finding a satisfactory solution and ensuring your well-being. Please contact the management office directly so we may continue this discussion and better assist you with this matter. 

  
  Sincerely,
  Westerly
  

  
  

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