Equity Residential

Initial Business Response /* (1000, 5, 2015/09/01) */
As the resident and I had discussed, the move-out charges are within our rights to return the home to the condition it was at move-in. With that being said, as a good faith gesture, we were willing to credit the painting charges in the amount of...

$98.58. The carpet cleaning charge of $72.00 will remain. The resident accepted the credit of $98.58. Never was there a threat of collection. I advised the resident of her outstanding balance and asked that she pay the balance through our online portal.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again the management company haas failed to explain to me or provide me with any evidence as to why it is "within their rights to collect fees for normal wear and tear" upon move out. Basically, they are saying, "You owe us money, because you owe us money." NOT ONCE have they provided me with anything in the CA Civil Code that says it is okay for a landlord to charge for normal wear and tear.
This is from the California Dept. of Consumer Affairs:

2. Carpets and drapes - "useful life" rule
Normal wear and tear to carpets, drapes and other furnishings cannot be charged against a tenant's security deposit.243 Normal wear and tear includes simple wearing down of carpet and drapes because of normal use or aging, and includes moderate dirt or spotting. In contrast, large rips or indelible stains justify a deduction from the tenant's security deposit for repairing the carpet or drapes, or replacing them if that is reasonably necessary.
One common method of calculating the deduction for replacement prorates the total cost of replacement so that the tenant pays only for the remaining useful life of the item that the tenant has damaged or destroyed. For example, suppose a tenant has damaged beyond repair an eight-year-old carpet that had a life expectancy of ten years, and that a replacement carpet of similar quality would cost $1,000. The landlord could properly charge only $200 for the two years' worth of life (use) that would have remained if the tenant had not damaged the carpet.
IT IS UNSCRUPULOUS AND RIDICULOUS THAT THEY CAN GET AWAY WITH THIS PRACTICE!
Final Business Response /* (4000, 10, 2015/09/17) */
The civil code is 1950.5. Again, we are within our legal rights to return the apartment home to the condition it was at move in and by law, charge that back to the resident. We apologize that the resident does not agree with the charges and as a good faith gesture issued a credit for painting, in which they accepted. We hope that they are happy in their new home!
Final Consumer Response /* (4200, 12, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The consistent failure to address the real issue is a tacit admission that you have no legitimate response.

Complaint: [redacted]
I am rejecting this response because: I am compliant and willing to pay this debt as long as the credit collection is removed from my credit report. I am trying to buy a home and this business is making it very hard on me, especially when I had to move out because of their doings. I don't think you guys realize that I had to pay all of the moving costs myself because you allowed a criminal to move in. I agree to pay if the collection is removed immediately.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/02/20) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Equity Residential no longer manages this property ([redacted]
We sold it in October 2014.

Contact Name and Title: Matt-Digital Reputation
Contact Phone: [redacted]
Contact Email: [redacted]@eqr.com
Our team has been working to resolve this issue. Management has agreed to let the resident out of her lease. Thank you.

Mr. [redacted] reported damage to his BBQ grill from plow damage.  Plowing began on Friday 1/22/16 and resumed through Tuesday 1/26/16 due to a large snowstorm. 
34); font-size: 9.5pt; font-family: Arial, sans-serif; background: white;">We sent an email out to all residents on 1/21/16 informing them that plowing will be taking place.  Mr. [redacted] contacted our office on 1/27/2016 reporting damage to his grill but never reported damage to his car.  The plowing company agreed to send Mr. [redacted] a check for the grill which he is aware of.  Mr. [redacted] had not initially reported damage to his vehicle. As such, we are reaching out to the plow company at this time to discuss possible reimbursement. We are, however, still waiting for Mr. [redacted] to provide pictures of the damage to the vehicle and the receipt or estimate of damages.

Resident's late fee was reserved as a customer service gesture.

Initial Business Response /* (1000, 5, 2015/02/04) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
We are happy to report that as of today, the majority of Ms. [redacted]'s service requests have been completed. The two outstanding...

issues tied to duct cleaning and a water stain will be addressed on Monday, February 9, 2015. Additionally, a credit in the amount $1,177.67 has been applied to her account. As such, we consider this matter resolved. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I totally agree with all the complaints listed here. They are so nice when they want to get you to rent. Once you sign the lease the customer service stops. There is no such thing as rent credit if they don't fix your work order in 48 hours. Always excuses, they take no responsibility. They take your security deposit and have no intention of returning it. They never answer the phone. You leave a message and they don't return the call or respond to your complaint. There is no security. Robberies, drugs, kids on scooters down the halls, basketball in the garage areas. Insects never taken care of in your unit. It is an ant hill. Feces on stairways and halls and roaches and bugs in the outside hallways(I have photos).. This place is a sham and buyer beware. Go somewhere else! Read all the yelp reviews too. If there is noise above you they take no responsibility and tell you there is nothing they can do. If you want out of your lease they charge you 60 days rent. DO NOT RENT WITH EQUITY!!!! Even called their headquarters and they don't return calls. WARNING!!!!! When I moved out they didn't even inspect the property. Just charge you random amounts to keep your deposit. If you rent a facility on the grounds, they don't give you access when it is time for your event. Leaving all your guests standing around and a waste of food. They have turned off water without notifying residents. I could go on forever. Also no security cameras and no security. My car was vandalized while parked right in front of the club house. People have been robbed and there was a suicide off the third floor. No regard for speed limit on street.Cars go racing by. No parking. Key fobs randomly turned off. They have sprinkler leaks all over the property and then charge you more for your water bill when the complex has water issues. Also they raise your rent every year. They claim they want to foster a community but how can you if people only stay for a year. People are afraid to talk to you because they know everyone moves after the rent is raised so much.

(The consumer indicated he/she ACCEPTED the response from the business.)
Upper level management was much more receptive to my issues and was able to get this resolved quickly.

Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: Matt-Digital Reputation
Contact Phone: [redacted]
Contact Email: [redacted]
Resident has been contacted and this issue has been addressed.

The [redacted] Apartments[redacted] [redacted] Aririigitan, VA [redacted]Equity ResidentialEquity Apartments.comThank you for your further inquiry.The amenity fee is charged to every resident in connection with the use of cur amenities. This includes each new person being added to the lease, including your mother. The $200 tease administration fee is charged in order to recoup the costs associated with making charges to the lease and the process involved to administer those changas. This is specific for adding and removing residents from the lease and would not have been charged when the laase originated.Thank you.Equity Residential

This resident did contact the community team and we reviewed all the details. 
sans-serif; background-color: rgb(255, 255, 255);">
Even though the Resident Portal is busy at the end of the month, it does record every attempt. 
This resident logged on 06/10/2016 and then not again till 07/04/2016.

[redacted] resided at [redacted] Apartments from 10/11/2013 to 7/21/2014.  Her lease agreement had an expiration date of 10/10/2014.  As...

a courtesy, Ms. [redacted] was released from her contractual obligations with respect to the rental of her apartment prior to the stated termination date of her lease, (except for obligations related to the condition of her apartment and the return of any deposits, which obligations shall remain in full force and effect) on 07/14/2014.  At no time, was Ms. [redacted] released from her final  move out charges, which included, but was not limited to,  cleaning and damage costs, final utility billing charges, sales taxes, etc.   No further adjustments will be made to her account; therefore, pursuant to her statement, she owes $155.25. She is required to pay the balance as indicated on her most recent statement from Fair Collections and Outsourcing.

Initial Business Response /* (1000, 5, 2014/09/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
We have waived the $150 Elevator Reservation Fee. It was not charged in error, but we are willing to credit this fee back as a customer service...

gesture.

Hi [redacted],
Thank you for your feedback. The lease states that "You may also have the opportunity, upon providing an account number to us, to select to have your refund, if any, directly deposited into the bank account of the selected co-resident." This option is not currently available at this time. Therefore, as further stated in the lease, and pursuant to the notice to vacate form that you signed, "we will issue a check, made payable to all residents, and will send the check to the forwarding address provided." Equity has provided your security deposit to you per the terms of your lease, the notice to vacate form and state law. 
If you would like the check to be made payable to only one resident, we will need the Security Deposit Release Form filled out and notarized. This form will need to be returned to us along with the refund check that was issued. Accounting can then re-issue the check to the resident designated on the release form. 
Thanks,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/07) */
Resident [redacted] his former roommate did not sign the acknowledgment release form to be take off the lease. We are working with [redacted] that is out of state to sign off the lease with [redacted] at this time we have...

reversed all charges of forced placed insurance from resident statement. Last is to have [redacted] sign the release to and have [redacted] sign new lease with Fox Ridge Apartments.
Thank you,

My dear sister resides in an Equity property. As her Guardian, I have come to realize Equity Residential is a corporation incapable of concerning themselves with the conditions of individual apartment homes, regardless of the severity of the problems that might arise. In my own sister's building, I have learned there are multiple units experiencing very similar problems, and yet Equity Residential continues to defend their inaction. Equity's Management appears motivated to maintain a complex's exterior in hopes of attracting potential tenants. The Corporation shows utter disregard for the tenants already committed to paying monthly rent for substandard living conditions. I am personally pursuing alternative housing options for my sister. Recently, I realized there are Internet reviews from individuals likening Equity's apartment buildings to those of slumlords; I would second those sentiments.

An ACH credit request was completed on July 22nd so this applicant should have already received a refund back to the card that was originally...

charged.

Initial Business Response /* (1000, 5, 2014/09/04) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@eqr.com
Thank you for providing information to us about your recent living situation with Uptown Square. We do feel that we have made reasonable...

attempts to cure this issue with your complaints against your neighbor. We understand that it can be frustrating living in a community with many different work schedules, lifestyles, etc.
We do apologize that we were unable to come up with a resolution to satisfy your needs at the time. We are more than happy to credit your last 6 days of rent to you for your inconvenience.
We wish you the best of luck in your future home. If you continue to have any questions, please feel free to reach out to [redacted] at the property.