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:06/20/2024

  Type:Customer Service 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.

  Location: ***************************************** They will not return my deposit. I reported to them that there was a sewer problem and reported mold in my basement which made me and my child sick. When she texted me from her walk through she said everything was fine except the sewer. They said they used my deposit to spot paint two rooms and to clean the place. They will not give me a receipt of anything they have done. She got mean in the text messages. No one has sent me any receipts. I would like my deposit back.

  

  Business Response

  Date: 07/05/2024

  Hi,

  While we are sorry that ****** has filed a complaint with the BBB, we strongly reject any and all of it. 

  The tenant has a past due balance rent due of $4,597.58 - which includes two month's worth of rent and associated fees. Furthermore, we were forced to take legal action against ****** in the form of an eviction. The court agreed with our evidence and argument and granted the eviction. The tenant is no longer wrongfully occupying the unit. 

  Additionally, ****** was making harmful threats to our property manager. We were forced to take legal action AGAIN in the file for a restraining order against Biance. The restraining order was granted. 

  In summary, ****** didn't pay rent and was evicted. She also posed a dangerous threat to the welfare of our team here.  The court agreed with us on both of those issues - this isn't opinion either, it's fact. 

  We don't consider this complaint to have any merit whatsoever. 

• Initial Complaint

  Date:07/10/2023

  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.

  They managed my rental at 2727 Pomme Meadows Dr, 63010 until 5/15/23. I had renters from 6/30/22 through 6/30/23. I terminated W.End on 5/15/23 because they were not acting as a responsible fiduciary for my property. They did refund me 50% of the mgmt fee for May. They did not refund me June's mgmt fee of $195.67.
  
  When my tenants wanted to terminate their contract, I discovered several issues. One being that they did not photograph the damages done by the prior tenants. The most recent tenant DID take pics and sent to W.End. They lied when I asked if they had any pics, "no". I couldn't tell what, if any damages were done by the current Tennant. I had to refund them their security deposit of $3,545 and pay to fix the damages done by the previous tenants. The previous tenants did not receive a refund of their security deposit and the damage that they did in one year was not considered normal wear and tear. I paid my handyman $5,645 to repair the damage.
  
  In talking with the current tenants I find out that the invoice ($390) , that I paid, to ****** **** *****. was never inspected by W. End to validate that the work had been completed and was satisfactorily done. I showed the invoice to my renters and they told me that 90% of the items on my invoice were not completed.
  
  In May 2023 I told my property mgr that I would no longer be offering my property as a rental. I was going to sell it. My property mgr asked if he could broker the sale and I told him no, I already had an agent. He asked what price I was going to ask for the house. I told him that I was hoping to put "$350K in my pocket". I later find out that my property manager asked my tenants if they wanted to buy my house for $350K from him. I had not given him permission to sell my property or to ask the tenant if they wanted to purchase. I listed my house and within the first 4 days, I received an offer of $449K.

  

  Business Response

  Date: 07/11/2023

  Hi.
  We always appreciate feedback, whether its rational or not. It is unfortunate that our relationship with ***** has come to this. We have valued our relationship with ***** for years and up to this point, she has been highly satisfied client (see attached document).

  In this instance, the subject property has been a rental home for 10+ years, with our company only handling it for the last few years. That being said, when a home is rented for 10+ years there will always be deferred updates and deferred maintenance that is passed on from year to year. This is fairly standard practice as landlords want to maximize value and reduce costs.

  ***** (the Owner) made the savvy decision to sell in 2023 (it’s a good seller's market) and was faced with 10+ years of those deferred updates & maintenance items. I can imagine that isn’t an easy pill to swallow when the time comes to sell a property that has been rented for 10+ years. Also, when someone decides to sell a property (even it is haven’t been rented), there are always expenses incurred in getting “ready to market”.  This also is standard practice for home sellers. Now, add on the fact that it has been a rental for 10+ years and the work needed to get it “market ready” will be that much more. In this case, ***** (the Owner) is upset because she has to invest resources in order to get it “market ready” and she would like someone else to pay for it. Unfortunately, investing in your home to get it “market ready” is a necessary evil in order to achieve top dollar. We do not think its fair at all to request that our company pay for it. Moreover, it’s definitely not fair to leverage the good service of the Better Business Bureau in an attempt harm our reputation to fund something we aren't responsible for. 

  In order to rectify what we do feel is fair to account for, we would be happy to refund the property management fees as requested.
  
  Thanks,
  **** ******

  Customer Answer

  Date: 07/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Mr. ****** is misinformed. His response makes it sound like I did not reinvest money into my property for the last 10 years.  In 2017, I invested $15,000 worth of upgrades to my rental property.  This included replacing all of the carpet and repainting the entire interior of my home.  In 2019, I spent over $60,000 to install a brand new furnace/AC and replace a wooden deck with a composite deck.  I did not have a “slum” property, I always made updates as they were reported.  I only sent a small sample of the pictures showing the damage and I am only asking for 50% of my expenses to repair them ($2,257). In preparing the property to sell, I have spent over $30,000.  I think that my request is more than fair.  I did not include the $7,000 cost to replace my 6 year old damaged carpets.
  
  He also did not address my issue of him not reporting the damage that was done prior to my most recent tenant.  If it had been reported to me I would have been able to ask them for additional money to compensate me for the damage amount that was above the security deposit that I retained.  West End management took that right away from me by withholding the pictures taken when the most recent tenant moved in.  This issue also required me to refund the most recent tenant their security deposit ($3,545).  I could not in good conscious keep any part of the security deposit for damages that they may/may not have done.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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 applied for a rental house and after a week of waiting they issue a decline for the house stating they have a 680 min score that we didn’t reach. By law you are required to list your rental qualifications including income, credit, rental history etc. So they don’t have the rental qualifications for fico of 680 anywhere on their listing nor did the agent tell us. So we spend $150 on applications just to find out they have a mom requirement that we didn’t meet.
  
  The law is in place specifically to protect consumers from predatory companies like. I will also be bringing this up with the board and see if the MREC is interested as well.

  

  Business Response

  Date: 06/19/2023

  Hi.

  Whenever we receive this type of feedback, it is always concerning as our company strives to treat all applicants fairly and with full transparency.

  There are two issues here to discuss:

  1) Our company does not ultimately decide to approve/deny an applicant. We are a third party representing the Landlord and ultimately, the Landlord makes the decision on whom to lease to based upon financial criteria. Those criteria are subject to change at any time and not fixed, so to change all of our criteria (as suggested by party who complained) would be inefficient and cause further confusion in fact. This suggestion as a remedy will not work. 

  2) Unfortunately, the current real estate market (leasing & sales) has created an environment of competition for certain product. and when a party isnt awarded the property, it can cause a negative, adverse reaction. Generally speaking, that adverse reaction is always directed at us, the third party representing the Landlord. It appears that is the case in this particular instance. We never like being in a position of having to deliver bad news to anyone, for any reason, but as a real estate professional in a competitive environment, it is our fiduciary duty to our clients. We will refund the application fee as requested. 

  I called the applicant and left a voicemail in a attempt to rectify the matter. They DID NOT return my call.

  Thanks,

  
  **** ******

   

  Customer Answer

  Date: 06/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  1. More non truths from the broker ****: attached is the email sent to him on Friday which he never responded too.

  2. Self employment income is a protected class under fair housing in Stl City, just bc you let the home owner make the decision who to rent to, you as the broker are still liable for fair housing violations.

  3. You are required to post min rental qualifications, regardless if the homeowner get the last decision. This is to stop companies like yourself from taking peoples money without telling them min rental qualifications. 

   

  These are also ethics issues which the board is going to hear about and HUD.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/19/2023

  Hi. Thanks for your feedback. To answer:
  
  1) NON-TRUTHS - I never received an email from you. That is not my email address you sent that to. How am I supposed to respond to an email I never received? My email is *******************. However, I did leave you a voicemail you never responded to.  I dont appreciate your comment insulting my character. 
  2) SELF-EMPLOYMENT - It appears that your application was rejected primarily based upon your credit score. Which is why you made the complaint about posting minimum credit score. It makes zero sense to make a complaint that you were rejected based upon self-employment and then make an argument that minimum credit score standards were used. Which one is it?
  3) MINIMUM STANDARDS - My answer hasn't changed, but I would like add a note as this individual is alledging we run applications to make money or something. We don't consider tenant screening to be a profit center. If you are under the impression that running applications just to collect fees is a way we keep the lights on around here, you are sorely mistaken. Are you under the impression that processing background checks is free for us and we are just ringing up the cash register everyone time we run one?
  Please feel free to submit any complaints you have to any authority you wish to submit them to. Our company operates with the utmost integrity and our reputation in the community reflects that, including with the governing bodies you mentioned. We have processed 10's of thousands of leases and represent thousands of owners. It is not because we don't know what we are doing or use predatory practices.  Please feel free to give them my CORRECT contact information.  If you feel like a law has been broken, please have an attorney contact me directly as well. I'm happy to discuss the silly and flagrant accusations with anyone you see fit. 

  
  One more note, you requested the application fee back in your original complaint. I mentioned that I would be willing to give that back.  Is that something you are still looking for? At this point, you seem to have rejected that offer, which is odd because that is what you asked for originally. 

• Initial Complaint

  Date:03/01/2023

  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.

  Rental company I reached out to regarding a rental property listed. After lengthy conversations and seeing the home, I applied after being lead to believe the conversations were favorable. The company says that within 10 days there will be a response to the application. The agent and VP that works for West End Management never kept me apprised of the status unless I reached out. He would respond rudely and unprofessionally and treat me as if I was a nuisance. The application asked for references, work information, landlords contacts and documents showing proof of income. After 13 days of runaround and rudeness from the agent and their client that was not responsive in return, I was lead to believe that an answer would be “later that day” or “maybe tomorrow or the next day” followed by “I’m busy”. Complete rudeness. And all conversations were on text. No one would ever answer the phone, except the front desk clerk. The agent would never speak verbally, except the day of the walk through. This home is a $3500 dollars a month rental on 3 acres. When I showed to view the home he showed up in tattered pants and a stained and torn hoodie. In the end, we were told that we didn’t qualify, without explanation. I contacted my references, employer and landlords and not one was emailed or called as a reference. I feel this company rips people off, plays with emotions and families who are looking at rentals on legit sights. I want my application fee back of $50 and an explanation why I was denied and why my contacts where never contacted.

  

  Business Response

  Date: 03/28/2023

  To whom it may concern:

   

  This is an unfortunate situation of course and I’m sorry ***** decided to file a complaint. 

   

  In accordance to Fair Housing Laws and such, we are only able to deny an applicant due to financial reasons. In this particular case, ***** didn’t meet the financial underwriting criteria to move to the next step of the process, which would include landlord verifications and checking with references. Long story short, her credit score was sub-standard and she was disqualified before moving on to the next phase.

   

  Unfortunately, this can sometimes be upsetting to potential applicants excited about their next home. Delivering sad news is not an enjoyable part of our job. 

   

  We would be happy to discuss refunding her fee if she would like. ***** can contact me directly at  ****************.

   

  Thanks!

  
  **** ******

  Broker/Manager

• Initial Complaint

  Date:02/01/2023

  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.

  This company is my leasing company for my home. They are charging me a $75 fee for a Tenant No show fee for maintenance when I was at home and ready for the appointment. The maintenance man stated that he called and texted. I have my logs from both. I also have a ring doorbell camera. My lease does not have that as a fee that I could possibly be charged. The leasing office is very combative and refuses to remove the charge even though I was home. I also have the messages from the same maintenance man that did a no call no show to me the previous Friday. I have all this information via messages and proof of everything. Please assist me.

  

  Business Response

  Date: 03/28/2023

  Ms. ***** is completely incorrect in her reporting of the issue. Our company goes to great lengths to make sure we schedule all appointments for times that are convenient for our tenant, but also convenient for our scheduling. Every appointment is scheduled strategically in order to ensure we can service as many tenants as possible throughout the day.

   

  We scheduled the appointment date/time with Ms. ***** at times that were convenient to her schedule. Unfortunately, when our maintenance technicians arrived at the property, nobody was at the residence as scheduled.  When this occurs, it is not only disrespectful to our staff, but also creates wasted time and revenue. It is our policy that in the event a tenant schedules an appointment with us (when they would like tone there) and is a no show, no call, there is a $75 fee to cover our costs. It would have been very simple for the Ms. ***** to reach out and reschedule. In fact, we have a tool for that in our system to make it easily convenient for her to do so. Unfortunately, she didn’t inform anyone of her absence. Consequently, she was levied the $75 fee and now she is upset about it. Additionally, she had two unrelated parties to our agreement post negative reviews about our operation.

   

  Ms. ***** does not have any logical or reasonable purpose to be filing this complaint. She made the mistake and she now appears to be upset about the consequences.

   

  Thank you very much. Please let me know if you need further information or discussion.

   

  **** ******

  Owner/Manager

  Customer Answer

  Date: 03/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: they were extremely unprofessional and they knew that they were wrong because they apologized profusely and they also refunded the money. For this company to have the audacity to say that I was disrespectful to their staff and dishonest is baffling. There is nothing else that I would like for the BBB to do. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****