Complaints

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:05/27/2025

  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.

  I have reached out multiple times to Westford Real Estate Management to dispute a $250 penalty that was assessed to my account due to not attending a meeting to discuss a Water Heater issue. I sent a communication letting them know that I was out of the country during the date of the meeting. I called shortly after returning to follow up and see when the meeting was going to be scheduled but they never returned my call or responded to my emails. I received an email later letting me know if the $250 fee. Since then, I have tried to call multiple times asking them why a fee was assessed when I provided them written notification that I was going to be out of the country. I have emailed and left several messages on voicemail and with personnel for Christina C**** is an agent with the property management that emailed me letting me know of the fee. This is the same agent who I made her aware I was out of the country but willing to meet once I return. I left messages for her with Luis (5/1/2025), Renee 5/5/2025, Linda 5/6/2025 and Lauren 5/13/25. Previous to these messages I left 2 voicemails. The fee still remains on my account and the property management refuses to return my calls and resolve the issues. I have proof of emails sent as well if needed. Please assist me with resolving this issue. I am a responsible owner who pays HOA and Special Assessment Fee on time.

  Business Response

  Date: 06/13/2025

  We
  are in receipt of the complaint filed against Westford Real Estate Management,
  LLC by ****** *****. Firstly, it is our option that this complaint should be
  directed to ******** Condominium Association, Inc. as Westford Real Estate
  Management implements the policies and procedures as directed by the
  Association’s Board of Directors.  These policies and procedures are based
  on the Association and their own decisions as a Board. Westford is hired by the
  Board to carry out their duties only as outlined in our management agreement,
  and we are unable to take matters such as this into our own hands, without
  board approval or authority.
  
  Nonetheless,
  this homeowner, ****** *****, contacted our office in November of 2022 to confirm the
  requirements of the water heater program, established by the Condominium
  Association. In this message (attachment 1) the homeowner was explicitly
  informed that after the water heater is replaced documentation of said
  replacement must be submitted to Westford so the unit can be marked in
  compliance with the water heater replacement program. After this correspondence
  in 2022, no documentation was provided pertaining to the replacement of the
  water heater, so in February of 2024 the homeowner was sent a communication (attachment
  2) regarding the requirement for her unit to comply with the water heater
  replacement program, as the documentation we had on file reflected that her
  water heater was 10 tears if age. In that communication, *** ***** was informed of
  what would be required to comply with the program. According to our records,
  this email was opened/viewed by the homeowner after delivery. No response was
  received from *** ***** pertaining to this notice.
  
  On
  August 16, 2024, a second notice (attachment 3) was sent to the homeowner
  advising that the unit was not yet in compliance with the water heater
  replacement program and reminded her that if she failed to provide evidence of
  replacement by December 31, 2024, that fines may be incurred. According to our
  records, this email was opened/viewed by the homeowner after delivery. No
  response was received from *** ***** pertaining to this notice.
  
  In
  the interim, the homeowner did contact our office for other matters pertaining
  to a large capital project occurring at the property.
  
  On
  March 28, 2025, a notice was sent to the homeowner informing her that she was being invited to a hearing
  scheduled for April 10, 2025, due to non-compliance with the water heater
  program. You will see in the hearing notice (attachment 4) that the homeowner
  is encouraged to attend the hearing via zoom (call in or video conference) or
  in writing. The homeowner did not do either. The homeowner contacted our office
  upon receipt of the hearing notice and spoke with Christina C****. Christina
  informed ****** that if she did not have an invoice that a photo of the serial
  information from the water heater could be provided which would allow us to
  determine the age of the water heater. If that information was submitted to our
  office prior to the hearing date, the board would cancel the hearing (and
  forego a fine). ****** did not submit a photo of the water heater serial number,
  nor has she submitted proof of replacement of the water heater to date, which
  is why, at this point in time, the fine remains on her account.
  
  It
  is possible that if the homeowner provides the evidence of age (photo of serial
  information from the water heater) or invoice from installation, that the Board
  of Directors may be willing to reverse the fine charged to her account, but the
  homeowner has been provided ample opportunity to provide this information
  without doing so, so it is possible that the Board will not waive the fine.
  Again, Westford is not responsible for the decisions of the Board and cannot make
  the choice for them regarding whether or not the fine will remain on the homeowner’s
  account. We encourage ****** to submit evidence of replacement at her earliest
  convenience along with a request to have the fine remove from her account for
  board consideration. 

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the property is making false statements. They claimed I never responded to the meeting notice, which is untrue. I replied twice to inform them that I would be out of the country, and I have proof of this. Additionally, I responded again on the 9th when they sent a reminder, reiterating that I would be unable to attend.

  They also falsely claimed that I only contacted them regarding a project. That is incorrect. I contacted the association about the payout amount for the special assessment because I was in the process of selling my condo. In addition to that call, I reached out to Christina C**** and left several messages, none of which were returned. It is a complete falsehood that she ever instructed me to submit a picture of the water heater’s serial number. As shown in my email to Christina, I offered access to my unit and asked if there was anything I could submit to resolve the issue. She never contacted me—not even once. I was actively trying to resolve this matter before the sale of my condo, but the property management never returned my multiple calls, which I have documented below.

  4/24 Left message on voicemail

  4/29 Left message on voicemail

  5/1 Spoke with Luis, left message for Christina

  5/5 Spoke with Renee, left message for Christina

  5/6 Spoke with Linda, she provided me with Sandra E*** name because Christina was not returning my calls.  Sandra was unavailable, she took a message.

  5/13 Spoke with Lauren who check to see if Sandra was available.  Christina came on the line and promised she will send me an email next instruction but never did.  I was not allowed to speak with Sandra. 

   

  Conveniently, they only responded to this issue shortly after the sale, which I believe was intentional, knowing I no longer have access to the condo. Is the association denying that I left messages for Christina? Every time I called, I was told she was either on another call or in a meeting and that she would call me back—which she never did. Does she have proof that she returned my calls? or that she advised me to submit a photo of the water heater?  I would have done so, since I asked to please let me know if there was anything I could submit.  I have proof of my multiple attempts through my T-Mobile call log.
  It is fraudulent to claim that I never reached out regarding this matter. I made repeated efforts to communicate, and I would have submitted any required information or provided access, as I clearly stated in my initial email.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/03/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against Westford Management regarding an unfair and illegal towing incident. Recently, my healthcare worker’s car was towed while she was visiting to attend to my mother during the daytime. This action was taken without any prior clear notice about daytime towing restrictions.
  
  It is deeply troubling that an essential worker’s vehicle would be towed during the day, especially when they are providing necessary care. The lack of proper communication or signage about towing policies makes this situation unjustifiable and has caused unnecessary distress.
  
  I request that Westford Management be held accountable for this action, and that such incidents do not occur again in the future.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Business Response

  Date: 10/22/2024

  Firstly, to note: Westford Real Estate Management is a third party management company hired by the Condominium Association Board of Directors to carry out their responsibilities at their request and in accordance with our contract. The Association Board elected to contract with a new towing company to assist with addressing the parking issues that the Association was facing, as their homeowners were struggling to find parking at their own homes due to the volume of guests and visitors parking in spaces that should be available to homeowners to park in. Westford did not make this decision, and as such, this complaint should not be directed at Westford, but instead, at the Condominium Association itself.

  Regardless, please find attached the Association's new towing contract as well as the notices to the community distributed well in advance of the new policy taking effect.  The contract is in effect 24/7
  which is typical of any towing contract in this industry.  The Association Board requested that Westford sent out notices to the community well in advance of the new towing contract and
  posted the same notices throughout the property.  The Association even pushed back the start
  of the contract by two weeks to allow for unit owners to submit updated Homeowner information forms which we asked to be submitted no later than 8/5.

  Visitors and guests must find alternative parking arrangements off site if visitor parking is unavailable. If this homeowner/resident (the complainant's mother) wished to allow for the caregiver's vehicle to be authorized in lieu of her own, she could have registered that vehicle to receive a sticker to avoid being towed, but presently visitors/guests are not authorized to park in the property's lot when visitor parking is not available.
  
  I
  also attached the email our office received from ****** regarding his mother’s health care worker, who does not live at the property. The community at large is aware that there is limited space and if there are no visitors parking available
  then they have to find other parking off site.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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.

  Westford Real Estate manages my condo complex. In early 2022 I filed a maintenance request (#****-1 dated 1/10/22) to have the intercom to my unit repaired. The maintenance Tech promptly investigated the situation. He determined that the intercom unit wiring ran through another unit and access to that unit was required. The unit owner declined to allow him access. It was then up to the management company to follow contract procedures to gain access to the unit. In the past, we had a competent manager who gained access to the unit in question (unrelated matter) by being persistent and citing the ability to levy fines until access was granted.
  
  The management company deleted my request. I resubmitted it and it was deleted again. Finally, someone on the management staff resubmitted my complaint. It is now June-2023 and the intercom is still not working.