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Business Profile

Apartment Rental Services

West End Associates, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Apartment Rental Services.

Complaints

This profile includes complaints for West End Associates, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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West End Associates, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:01/10/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Application fee for background for an apartment rental paid on 1/6/2025 in the amount of $46.35. After the fee was paid, all information submitted was lost. On 1/10/25, spoke to office representative **** and couldn't explain the reason why. Her solution was to set up another password; the third time and restarted from scratch. Completely unacceptable and unprofessional. Moreover, lost my opportunity for a bid.

      Business Response

      Date: 01/30/2025

      Subject: Response to BBB Complaint Application Fee Refund

      Dear Better Business Bureau,

      We appreciate the opportunity to respond to the complaint regarding the rental application fee. Below is a summary of the situation and the steps we took to resolve the matter.

      The complainant applied for a rental unit through an external real estate agent and was directed to complete the application process via our online portal. He was informed in advance that the application required a $45.00 credit and background check fee. He proceeded with the application and payment but encountered issues uploading his proof of income. He was advised to email the documents to our office, which he did not do.

      Since the application process was incomplete, our system did not register a submitted application. When his VA caseworker contacted our office, our representative, ******, reiterated that the application had not been fully completed and advised that he finalize the process. The complainant later contacted our office and spoke with ****, who attempted to locate his application in our system but was unable to find it. To investigate further, **** contacted our software provider, RentManager, who also could not locate the application and had no prior record of a similar issue.

      During one phone call with ****, he stated that he was unable to log back into the system because he forgot his password. He reset it but continued to experience difficulty accessing his account.

      To rectify the situation, we adjusted our system to allow the complainant to resubmit his application without requiring an additional payment. **** promptly informed him of this resolution and apologized for the inconvenience. However, he refused to complete the application and instead requested a refund.

      Our Operations Manager, **** ***, reviewed the request and authorized a refund of the $45.00 application fee, which was processed the same business day. **** contacted the complainant to confirm the refund, explaining that the $1.35 processing fee was non-refundable as it is a third-party charge that we do not receive. At that time, he stated that he had already contacted his bank to dispute the charge and intended to report the matter.

      We believe we acted in good faith by addressing his concerns, providing a solution to complete his application without further payment, and promptly refunding his application fee upon request. Given that the issue was fully resolved prior to the complaint being filed, we do not believe this warrants a BBB complaint.

      We strive to provide professional and transparent service, and we regret any frustration the complainant experienced. Please let us know if any further clarification is needed.

      Highest Regards,

      ****** *****, ***Owner

      Customer Answer

      Date: 01/30/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22794129

      I am rejecting this response because:

      It was not a matter of a refund.  After several attempts the incompetent staff could not rectify the problem.  My sensitive information such as my social security number and Veterans compensation letter i uploaded were lost.  There application process was incoherent and incapable to accommodate a Disabled Veteran with the right format.  Moreover, after several conversations with ****, they failed. 

         I would like the BBB to post a public message regarding the company's failure to accommodate a Disabled Veteran and I think I deserve some sort of minor compensation from the company for failure to protect my sensitive information.   Further steps with the *** are available, if a reasonable and logical solution is not met. 


      Regards,

      ******* ******








    West End Associates, Inc. is NOT a BBB Accredited Business.

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