Complaints

This profile includes complaints for The Westover Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Westover Companies

  550 American Ave Ste 1 King of Prussia, PA 19406-1441

• 

  The Westover Companies

  3505 W Moreland Rd Willow Grove, PA 19090-3831

• 

  The Westover Companies

  2514 Cedar Tree Dr Wilmington, DE 19810-1418

• 

  The Westover Companies

  255 Summit Trace Rd Langhorne, PA 19047-1068

• 

  The Westover Companies

  218A Apple Dr Exton, PA 19341-3140

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:05/19/2025

  Type:Order 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 Regional Manager,I am writing to appeal the non-renewal of my lease at ******************************************************************************, and to file a formal complaint regarding ****** ********* conduct. The non-renewal is based on unsubstantiated and contradictory claims. I request your immediate intervention to rectify this and secure my lease ********** grievances are as follows:Contradictory Statements/Lack of Evidence: Following re-inspection/pest control, the technician confirmed conditions were under control. However, ****** ******* contradicts this, stating conditions remain, yet has provided no written documentation, raising concerns about her claims' ***************** on Outdated Information: ****** ******* bases the non-renewal decision on initial inspection photographs, not the re-inspection. The lack of new evidence indicates the property was satisfactory.Unprofessional Conduct/Accusations: I am deeply offended by ****** ********* untrue, personally insulting, and unprofessional implication that I am incapable of maintaining a clean home. I demand a formal apology.Unreasonable/Contradictory Demands: ****** ********* vague/contradictory instructions regarding humidity levels are unreasonable and infringe upon my right as a paying tenant to a comfortable living environment.Misinterpretation of Pest Control: Despite no live pests found recently, ****** ******* argues dead roaches in initial traps indicate an ongoing problem. This is a misinterpretation; dead roaches post-treatment do not indicate a current ************** conclusion, I believe ****** ******* is unfairly targeting me. As a tenant in good standing, I find this treatment unacceptable.I urge your immediate intervention to overturn the non-renewal and approve my lease renewal. I am prepared to escalate this if a satisfactory resolution is not reached.I look forward to your prompt response.

  Business Response

  Date: 06/06/2025

  I spoke to the resident via phone about the situation. The resident did acknowledge he did have pests in the apartment home at the time of an inspection was conducted, therefore we exercised our right to non-renew given that it was more than 60 days out from their lease end date. We do understand the inconvenience this may have caused having to uproot; however, we are confident that it is best to part ways given the situation. 

  - **** *****, Regional Manager, The Westover Companies

• Initial Complaint

  Date:02/19/2025

  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 lived at the apartments for two years and they are charging me for painting, and cleaning when I moved out. I have pictures to show the apartment was cleaned and I lived there for two years yes, you will have to paint and th other charges, please help me to understand.

  Business Response

  Date: 02/26/2025

  Good afternoon Ms ***************** final charges included final utilities, additional paint charges, cleaning charges and depreciated costs for the carpet.  We do paint the apartments for each turn at move out but there were additional charges necessary due to wall repair from holes/damage that needed repaired.  The apartment was not cleaned either and was not returned in substantially the same condition that it was provided at your move in date.  We cover 8 hours of cleaning at move out as well.  However, the apartment required a total of 12 hours of cleaning so the account was billed for 4 hours of cleaning.  When it comes to carpet there is a life expectancy of 5 years (60 month) but we had to replace the carpet due to urine staining and pet odor.  Based off our invoices, the carpet in your apartment was 24 months old at that time of your move out. Therefore, we did not get 36 months of the 5-year life expectancy and that resulted in the depreciated cost of being calculated. We do have invoices and photos to substantiate the charges billed.  I see that the balance was paid on 2/14/25, thank you for taking care of that.  Please feel free to contact our corporate office directly to discuss in more detail.

   

  Sincerely,

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

  Regional Manager

  Customer Answer

  Date: 03/03/2025

  [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: 22956809
  
  I am rejecting this response because: we also paid for cleaning, please see attached. What about the sewer charger? We put in several work orders regarding the bathroom back up. 
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/05/2025

  Good afternoon, Dejah.  I had attached photos of the condition of the apartment upon moving out that shows the apartment was not cleaned and returned in substantially the same condition as it was received at move in per the lease agreement.  The cleaning charges are warranted.  The sewer charges billed were for the utility usage and not related to maintenance complaints.  The residents pay for the water and sewer usage in the community and that was the sewer charge through the day of move out.  The final sewer expense covered the usage from 7/1/24 - 8/12/24.  

  Sincerely,

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

• Initial Complaint

  Date:01/29/2025

  Type:Product 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.

  I used to live at a property managed by this company; Newport Village Apartments in *********, PA *****, apartment i5. November 2024 was my last month and the landlord was notified by certified mail. However, what happened is that they didn't do what they needed on their end and their automated system attempted to charge me for December's rent which caused the payment to get returned since I didn't plan to have a rent payment.This charged me a returned payment fee of $35. I've been in consistent contact with the landlord about this issue during late November and December. Then they refund me my security deposit, however, they subtracted the $35 still. I notified them again, they told me that the request to refund me was submitted. I call a week later and a different employee tells me that she's not seeing any submissions about this on my account. I escalated this to a regional manager and I'm getting the same results. I keep getting promised that I'll get the money refunded however, it just never happened and there's no ETA.I'm reaching out because I'd like them to pay me the money that they owe me and I'm only in this mess due to their fault.

  Customer Answer

  Date: 01/29/2025

  I wanted to mention that I heard back today from the Regional Manager and I was promised that the refund should arrive by Friday. He literally called like a couple hours after filing this complaint.

  Business Response

  Date: 01/31/2025

  The Westover Companies has acknowledged that the former resident, ***** *******,was charged non-sufficient funds fee in error after he moved out. The $35 fee that was charged to ***** ******* has been approved for refund to ***** ********* ACH account and initiation has begun on 1/30/2025. Mr. ***** acknowledged the return of funds on 1/30/2025.

• Initial Complaint

  Date:08/29/2024

  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 moved to ********************************** on May 26, 2021 from ********. The name of the business is *********** Apartment and managed by Westover company. When I arrived with the moving truck , the apartment was not ready: the carpet was dirty, dusty with spillover from recent painting, the apartment was need of complete cleaning. The property manager seemed lackadaisical and told it would take another 2 weeks to clean up the apartment and carpet replacement. She should have informed me in advance before I drove the truck. I had no other options except accepting this messy apartment. Moreover, it was in the middle of COVID pandemic. I was forced to accept this apartment as it is . I had to thoroughly clean up the apartment as well as installation of the new carpet by the professionals. Now after 3 years of living, I recently moved out from this apartment. I am flabbergasted with the bill they sent to me, amount 250$ just for the carpet when they left me with dirty carpet. I spent my out of pocket money to buy new carpet and get installation. It is much of hypocrisy to charge me for the carpet now. When I approached the current property manager about this charge, her answer didnt satisfy me. When they left me with dirty carpet and I had to spend money for the replacement. What made them to charge me for carpet now? This charge is not justified at all and this is an examples how this business is making profit. The settlement for this issue is the complete removal of the carpet charge from the moving out bill.

  Business Response

  Date: 08/30/2024

  Good Afternoon **************,

  We do apologize for the inconvenience that this has caused you.   If you could please send me your  carpet invoice at your earliest convenience and we will be happy to look over it and let you know what we can do for you.  

  I have attached the pictures of the  carpet damage that was left throughout  the apartment.  And I also attached to "As Is" Addendum that you signed at Move in.   

  It is my understaning that we did in fact offer you another unit AG04 , however you declined that unit and wanted to move in to B04 instead. Which we did honor your request at that time.

  Any other questions or concerns ,  please don't hesitate to let me know. 

  Thank you ,

  **********************;

  Customer Answer

  Date: 09/06/2024

  As per the request from the west over company, I am sending the receipt of amount $134.40.  I also paid in cash amount  $498.50 which I don't have any receipt. The carpet condition left to me when I moved in was in fact worst than the pictures that has been attached by ***************. It was dusty and full of painting spill over.  The Addendum that I signed clearly mentioned that apartment was not ready to move in.Therefore, I requested the property manager if she can expedite the work but I was told 2 weeks to finish the work. Since, It was in the middle of pandemic and in summer time, I had no other options than accepting this apartment even though it  was not cleaned and carpets were  dirty. I would not make any complaint at this time, had I  been offered the apartment having good carpet condition and clean apartment. The only resolution now is taking off  the carpet charge from my account.   

   

   

  Customer Answer

  Date: 09/19/2024

  The west over company didn't resolve my concerns. As per west over company's request, I had responded with the receipt that I spent for the carpet when I moved in.  This is clear example of how they do ****** business practice and duping the customers.

  Business Response

  Date: 09/20/2024

  I hope you're doing well. I wanted to remind you that when you moved in, the apartment was accepted in "as is" condition , as agreed upon in the addendum you signed at move in.  This means that any pre-existing conditions  were acknowledged at the time of signing the lease. You agreed to the terms and moved into  the apartment. .  

  As I stated before you were offered another unit and you declined it.    We  did eveything to accommodate you even when you wated to move into another unit.   

   

  Thank you ,

  ***** Oconnor 

• Initial Complaint

  Date:07/21/2024

  Type:Product 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.

  I submitted an application for this apartment complex last year. I was approved for a 1 bedroom and put the down payment of $1099 for a 1 bedroom. After giving my down payment I asked if I could switch it to a 2 bedroom, which they agreed was ok, so I went back on the wait list. At the end of August 2023 I received a call on a Friday that there was an available apt, and in the message they told me I had I believe 24 hrs to get back or it would go to the next person in line, and if I didnt get back I would still continue to be on the wait list. I didnt reply because it was a Friday and they are closed weekends and I was still unsure of my situation and figured it was ok because I was told I would still be on the wait list. I never heard anything back, so last month I contacted them and they told me they would put me back on the list, however I no longer need that and told them I was seeking my refund. I was told that too much time has passed and that wasnt possible. Im aware I waited a long time to reach out, however I was never contacted since then, nor told that my deposit was only refundable after so long.

  Business Response

  Date: 08/01/2024

  Thank you for bringing this to our attention. I spoke to ****, we have agreed to refund her Security Deposit in the amount of $1,099. I let **** know and verified her forwarding address so that we could send her a check for the amount. We do apologize for any inconvenience this may have caused her.

  Customer Answer

  Date: 08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:07/16/2024

  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 lived at one of their properties (*********************) 4 years ago. This was during the ***** lockdowns in 2020, my lease stated that I have to give notice 60 days before move out in only one of two ways: certified delivery mail or hand delivery with written receipt. Both ways were impossible due to office closures, no one was there to sign for mail or provide a hand delivery receipt. (Proof of office closure and failed certified mail delivery attempts attached) Upon learning this, I called the office to let them know of my move out at least 4 months in advance, a ******* assured me she is putting my notice in my file and all was good. Fast forward to August 2020 which was my move out month, I noticed I was being charged higher than expected rent so I called the office to inquire. Spoke with the same ******* who told me she remembers and would look for my notice. A day goes by and she calls back, sends an email and a voice mail telling me she found the notice and that charges have been fixed.A week goes by and a different ******* contacts me asking where my notice was I told her to speak with the other ******* as she found the notice. It turns out the first ******* put a completely wrong notice, the apartment, the name, nothing matches. Its impossible to mistake it to be my notice but she put in my file in what im assuming is an attempt to cover for herself but the other ******* caught on to it.They kept my security deposit and on top of that charged me $780 dollars (total $2100 charge). A few weeks ago I received a letter from a collection agency saying Im being sent to collections for the $780. I refuse to pay this charge because I gave notice and they owe me my security deposit.Attached is proof of: office closures, email from the first ******* saying she found my notice, the falsified notice *******1 put in my notice, proof of returned certified mail delivery

  Business Response

  Date: 07/26/2024

  Subject: Notice of Short Notice Penalty Charge ******* ****** # BCP-24-020744
  I hope this message finds you well. I am writing to respond to the complaint from ******* ****** regarding a short notice penalty charge that has been applied to his account. This penalty has been assessed in accordance with the terms outlined in his lease agreement.
  Reason for Penalty:
  Release from Lease Obligation: Section I; Subsection 7 of Signed Lease
  Release from Lease obligations. After giving sixty days written notice, Resident may terminate this Lease at any time during the first six months and be released from all terms and conditions of this Agreement by paying a sum equal to three months rent, and during the second six months by paying a sum equal to two months rent. During any renewal term of the Lease,Resident may terminate the Lease by paying a sum equal to one months rent after giving sixty days written notice to Owner. If sixty days written notice is not given, a per diem charge will be based on the total current monthly rent payment. The sum paid as liquidated damages is in addition to the monthly rentals due to the date of termination. All monies are due with the final rent payment prior to Resident's removal from the premises.
  Notices: Section 1; Subsection 8 of Signed Lease
  Any bill, statement, approval, consent, permission or notice must be in writing. If to Resident, it must be delivered or mailed to the Resident at the Apartment. If to Owner, it must be mailed or delivered to Owner's address. It will be considered delivered on the day it is mailed (or if not mailed, when left at the proper address). They must be given by (a.)certified or registered mail, return receipt requested or (b.) hand delivery with written receipt. Each party must accept and claim the notice given by the other. Owner will notify Resident if Owner's address changes. DO NOT send any notices with rent payment or any other payment.
  Details of the Penalty:
  Short Notice Penalty
  Amount: $ 2,158.87
  Description: Notice to Vacate was received from ******* on 8/1/2020 to vacate on 8/13/2020. As per the terms of his lease agreement 60 days written notice is required to vacate, so he was charged a 47-day short notice penalty in accordance with his signed lease. Please see Section 1; Subsection 7 above.
  
  I appreciate you bringing this to our attention. Please reach out to me if you have any questions or concerns.
  
  Best,
  
   ***** *******
  Regional Manager
  Westover Companies
  *********************
  *************************************************************

  Customer Answer

  Date: 07/26/2024

  [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: 21999244
  
  I am rejecting this response because:
  

  They clearly did not even read the complaint, the lease does state that but as explained in my complaint those two methods of delivery he listed were not possible per returned certified mail at the time due to COVID closures. There was two delivery attempts before the certified mail was returned to me. It is the responsibility of Westover companies to have notified its tenants of an alternative delivery. I gave more than 4 month notice not on 8/1 as he states. 8/1 is when i raised the issue with the management when i noticed the incorrect charges.

  He also attempted to contact me outside of normal hours and every time i called back there is no response. 

  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/05/2024

  Thank you for taking the time to share your continued feedback regarding the charges on your account. We understand your concerns and appreciate your response. According to our records you were charged an insufficient notice penalty for failing to give 60 days notice. We understand that you have provided documentation to show that the office was not open. Our staff was available during business hours at the time of that email announcement. We do offer other methods of communication such as a resident portal,where you can submit concerns or work orders, email communication - that goes to our staff and a drop box at the office where written correspondence can be dropped off. Our records indicate that you were also sent a renewal offer on 4/21/2020 that listed your options for your upcoming renewal and also mentioned the following regarding notice:
  If for some reason you cannot accept this amended renewal lease agreement and decide to move, please be sure to give us the required sixty (60) day written notice in accordance with the notice at the end of term provision of your present lease
  
  We understand your concerns and would be happy to review any further documentation that shows any of the above-mentioned communications or alternative communication attempts. Please reach out to us if you have any questions or concerns. Thank you for your patronage and have a wonderful day.

  Customer Answer

  Date: 09/11/2024

  [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: 21999244
  
  I am rejecting this response because:
  
  I am not sure what more proof do they need more than a returned certified letter. They say people were available, I sent mail it was returned and I added screenshots with communications with their manager saying it was not delivered with tracking number and proof that they were all working remote. I did contact them, no where on the lease does it list their email as a way of sending written notice otherwise Id would have sent it.
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/23/2024

  Good morning. We would be happy to review any proof of an attempted deliver via certified mail. I do see a tracking number but I do not see any proof of an attempted delivery to our office from the post office. According to our records you were charged an insufficient notice penalty for failing to give 60 days notice. We understand that you have provided documentation to show that the office was not open. Our staff was available during business hours at the time of that email announcement. We do offer other methods of communication such as a resident portal, where you can submit concerns or work orders, email communication - that goes to our staff and a drop box at the office where written correspondence can be dropped off. Our records indicate that you were also sent a renewal offer on 4/21/2020 that listed your options for your upcoming renewal and also mentioned the following regarding notice:

  If for some reason you cannot accept this amended renewal lease agreement and decide to move, please be sure to give us the required sixty (60) day written notice in accordance with the notice at the end of term provision of your present lease
  
  We understand that you do not agree but we would be happy to review any further documentation that shows any of the above-mentioned communications or alternative communication attempts. Please reach out to us if you have any questions or concerns. Thank you in advance for your continued feedback and we hope you have a wonderful day.

• Initial Complaint

  Date:07/10/2024

  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.

  We live in ************************************* Apartments in ******, ********. They are part of the Westover Companies. Our apartment complex is trying to force us to sign up for RentPlus by stating we have to sign a page of the lease that enrolls us in RentPlus. We do not want to sign up for RentPlus. Therefore, we do not want to sign this document stating we are consenting to sign up for RentPlus. We want them to remove the signature forcing us to enroll in RentPlus out of our lease. It is documented as optional but is represented as mandatory to complete signing our lease. We would like them to remove this article from the lease as it does not appear to be legal to force us to sign a page enrolling us in what is supposed to be an optional, third party service. The property manager did not address our concern and did not give us an alternative to signing the page that would provide consent to enroll in RentPlus. Please see the images attached. We would like them to remove this article, which forces us to enroll in RentPlus, from our lease.

  Business Response

  Date: 07/22/2024

  I understand there is a concern regarding signing the final page of the lease explaining the RentPlus credit reporting option offered to all Westover Companies residents.  The final page of our lease is the RentPlus addendum that needs to be signed in order to acknowledge this optional benefit to our residents, but this same page also explains how to cancel the optional service.  While Rentplus is a great option for many but is not necessary for all residents and therefore can easily be opted out of the service before it even starts by contacting RentPlus directly. 

  
  In the first paragraph of the addendum, it states Enrollment is RentPlus is entirely optional and is not a condition of this Rental Agreement.  Any resident that does not wish to participate will need to notify RentPlus directly as the the monthly fee will be charged with the Residents rent bill on an automatic recurring basis unless and until the Resident cancels.  The next sentence within the second paragraph explains that the resident can cancel this service at any time, for any or no reason.  Resident may cancel by logging in at my.rentplus.com/login and clicking Account Settings, by sending written notice of termination to Rent Dynamics at ********************************* ********************* Charge or contacting Rent Dynamics directly at ********************.  Those three options are available to successfully notify RentPlus that you do not wish to participate in the program.  Additionally, there is a phone number that can be used as well to opt out of RentPlus by calling ************.  Each of those four cancelations options are fast and will provide you with written documentation that you will not be charged for the service. 

  
  I hope this answers any questions regarding RentPlus and our renewal lease agreement.  Please contact RentPlus to notify them you are not interested in this option and then sign into the resident portal to complete signing your lease agreement so it may be executed by the corporate office. 
  

  
  

• Initial Complaint

  Date:06/08/2024

  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.

  We have been living at ********** apartments for over 5 years and we spent 2 ******* with NO HEAT one of them with premature newborn twins . I raised concern to the leasing office and then said I have to wait until spring for them to fix the heat . Come spring they send us a non renewal. So now I am desperately looking for somewhere for me and my babies to live . Not only that we been having a mold issue in the bathroom for over 3 years and all they do is paint it and say its mildew that I shouldnt be showering with the bathroom door fully closed because they refuse to fix the vent and install a humidifier. Mold can be very harmful to babies . My shower has been moldy and broken for 4 years and they came to fix it only because the downstairs neighbor had a leak . Took out my whole shower and left us unable to use one of the bathrooms for 3 weeks and when they did finish they did a half job cutting the backsplash of the shower and regluing when done . My dishwasher has also had mold since we moved In and they refused to fix it or replace it . *** had countless issues and each time Its a issue to fix & now they are forcing us to move out . Rent has been late due to losing my job recently because of loss of childcare and now I have to find a place for us with little to no money

  Business Response

  Date: 06/13/2024

  I have received and reviewed the complaint details.

  I want to extend our sincerest apologies for any inconvenience or frustration this situation may have caused the resident.

  We genuinely value residency and are committed to ensuring your experience with us is positive and hassle-free.

  To address your concerns effectively and find a resolution that satisfies both parties, we would appreciate the opportunity to discuss the matter with you directly with the aim of better understanding timeframes, details about the various situations and explore possible solutions.  

  I have tried to call both lease ****** and occupant on this lease with the numbers on file and have also emailed on the day I have received this complaint.  In addition, I have informed the office team to deliver a letter requesting them to call the property's Regional.  The request was posted on the door on Wednesday, 6/12. 

  Thank you for bringing this matter to our attention. We are committed to resolving it promptly.

  
  We look forward to hearing from you and working together to address your concerns.
  

  Best regards,

   

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

  Regional Manager

  Business Response

  Date: 06/20/2024

  I have visited the resident at her apartment and discussed all things through.  We are awaiting to review some electric bills and follow up with maintenance and we are working together to come to a resolve.  

  Thank you.

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

  Regional Manager

• Initial Complaint

  Date:12/22/2023

  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.

  Good afternoon, My name is *****************************, and I was a previous resident of ***************** ** apartments in Media, Pa. Recently, I had moved out due to being unable to renew my lease as per management. Leaving the apartment complex I did not leave with a balance, and I am being told by a potential new residence that I have an eviction/judgement on my credit file. I am very concerned with this, and also very disappointed as this had not been told to me. I was under the impression that I could not renew, but that there would be eviction placed on my record. As a consumer, I do not agree with any contract, that I was not fully made aware of, and I believe that this judgement should be removed. Please reach out to me as soon as possible, as I am looking to move, and I cannot do so with this being on my credit file. I have done everything possible to get in the good graces of this company, and nothing ever seems to be enough. Please, this is my livelihood. Thank you so much.

  Business Response

  Date: 01/02/2024

  ***************************** was not evicted from ***************** Apartments. She was filed on for non-payment of rent in July 2023. We did explain to her that a court filling will show on your credit report even if the court action is later cancelled before the eviction can take place. The court action was cancelled because she paid her balance via money order shortly after the filling.  

• Initial Complaint

  Date:06/07/2023

  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 complaint concerns Westover Companies, *************************************, King of Prussia, PA *******. I rented an apartment in a Westover Companies apartment community from July 2013 through April 2023. Subsequent to notifying the administration of my intent to move, an inspection was scheduled and completed on March 8th to determine if there were any specific problems to be addressed. No problems were found. I requested a couple of days beyond my evacuation date of 4/30/23 to have the apartment professionally cleaned. That request was denied. A few days (5/7/23) after vacating the apartment, I received a list of separation fees from the company totaling $1476.91. The list of charges included fees for cleaning and water/sewer usage and administration from 3/1/23 through 4/30/23 which were already paid with my monthly rent. There was never any monthly administration fee for water/sewer use. I set up a payment plan through *********. Over 18 months, the monthly payment would break down to $82.06. The first payment was made on 5/8/23. Upon revisiting the ********* site to make my second payment, I noticed the account I created existed but there was no record of the payment made on 5/8/23 yet a new total amount of $2061.91 appeared, an increase of $585.00. The new fee of $585 was for alleged bedbugs that did not exist when I lived in the apartment, did not exist when the apartment inspection was conducted on 3/8/23 and did not exist on 4/30/23 when I vacated the apartment for the last time. Thus, it is impossible that any problem with bedbugs had anything to do with my occupancy of the apartment. I feel that the Westover Company is willfully and knowingly attempting to extort from me monies I really do not owe. The only fee I was apprised of in advance was the additional rental fee upon breaking my lease. Therefore, I respectfully request that you look into their business practices. Thank you.

  Business Response

  Date: 06/12/2023

  Upon reviewing this move out file, I did see that this apartment was confirmed to have bed bug activity. The additional fee was added for treatment of bed bugs and surrounding unit check. Since this move out was completed before these charges were added, I did remove this fee. But added report and invoice to prove that this unit did have bed bugs. The bed bugs were not noticed upon move out inspections but were noticed when the painter went in to paint the apartment. 

  The billing fee for water/sewer is posted every month and is stated in the lease agreement that there is a service fee monthly that would not exceed $25.00. The billing fee for this property is only $4.24 per month. I attached a copy of the ledger for review. 

  I also attached a copy of the move out inspection and photos from the inspection. There were added cleaning costs. The early termination fee is on the ledger because the resident broke the lease. Lease end date was June 30, 2023, and resident vacated on April 30, 2023. Per our lease agreement, If resident breaks lease during term there is an early termination fee of equal to one month's rent. 

  Please let us know if you require additional documentation or information. 

  Thank you.

  Customer Answer

  Date: 06/18/2023

  [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: ********
  
  I am rejecting this response because: I have carefully examined the Westover Company's response and enclosed documents.  Glaring inaccuracies appear therin.
  

  My concern with the water, sewer and associated administrative fees the company lists as outstanding was not with whether these fees were ever due, but rather with the fact that the company appears to consider them unpaid. Unfortunately, I have received illusive and contradictory information as to why any water/sewer/service fees appear on my outstanding balance. The company's own records, which they included in their response, clearly support my contention that the water, sewer bills and administrative fees had already been paid for March and April of 2023.
  

  I have also carefully examined the included inspection report. Many errors appear on this as well. Notably, as stated in the original complaint, I offered to provide professional cleaning which the company administrative staff denied. Hence, I should not be charged any cleaning fees. In the inspection report many items are listed as needing replacement. Perhaps that was for internal consumption only since everything was in excellent shape at the time of the March 8th apartment inspection. If any damage was found, it occurred after I vacated the apartment on 4/30/23. Some items of concern that I brought to the attention of administrative staff before and during the March 8th apartment inspection were overlooked completely. The report reads as though it had already been prepared prior to any post separation inspection or concerned some other vacated unit. The number of alleged problems is willfully and knowingly highly inflated and incredulous.
  

  While Westover Company has rightly dropped the fees for bed bug infestation, which I sincerely appreciate, I acknowledge that I do owe the additional month rent of $1292 since I broke my lease. However, beyond that nothing else should appear on my balance sheet. I will only agree to pay the $1292 in monthly installments over an 18 month period. I can not, will not reconsider the cleaning, water and administrative service fees. Those must be stricken from my account altogether.          
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/22/2023

  The billing for water/sewer is for usage dates as noted on the ledger. March and April billing periods were added to ledger at move out, because bills are typically due on 1st of 2nd month after billing period. (Example: Billing period of Feb 1-28 was due with rent on April rent) The additional cleaning charges were for the grease all over kitchen cabinets and additional cleaning in the kitchen. We allot 8 hours for our cleaning turnover and cleaner spent 11 hours. There was a bed bug issue in this unit upon move out. Because these weren't noticed until after the move out paperwork was completed, this is the reason we removed the charge, but Westover still had to pay for treatment of this unit, in addition to additional lost rent for days we had to wait to have treatments completed. The balance $1476.91 is due and Westover will not be making additional considerations with what is owed. 

  Customer Answer

  Date: 07/18/2023

  As noted in my last response and I reiterate: I will only agree to pay the additional month’s rent in the amount of $1292 in installment payments over an 18-month period once settlement has been reached with the company regarding that outstanding balance. The need to do so was stipulated in the final lease I signed. The company’s attempt to extort monies from me for cleaning and delayed water/sewer bills with associated administrative fees is unacceptable for the following reasons: 1) Tenants were never informed of any delay in water/sewer billing with associated fees; they needed to have been informed of this up front in writing before any billing was instituted. Although notice of planned water/sewer billing was given via the company website’s tenant portal and a note placed in tenants’ mailboxes, there was never any mention of delayed billing. This alleged delay appears to have been conveniently invented after the fact without justification.  No doubt, that’s why no notice of it was ever given in advance. 2)  I offered to have the apartment professionally cleaned. This could have been done in far fewer hours and for far less money. I, or any tenant for that matter, am not responsible for the slowness and inefficiency of the company’s cleaning staff.  Nevertheless, it is encouraging to see that the inspection report litany of problems has been shortened to “greasy cabinets”.  3) Any bed bug issues occurred after I vacated the apartment and, therefore, are unrelated to my occupancy. The shameful self-pitying tone of the company’s response has been duly noted.

   

  Business Response

  Date: 07/18/2023

  The residents are aware of billing for water and sewer charges - the bills clearly state the billing period for the charges on the bill. The billing period for charges at move out were while resident was occupying the apartment. There were no duplicate charges as shown in paperwork and invoices previously attached in original complaint. Cleaning charges stand. We showed proof in photos and additional time it took to clean the apartment above and beyond the normal 8 hours we absorb to clean an apartment. 

  Customer Answer

  Date: 07/24/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Unfortunately,
  the company has not addressed the points I raised in my last response. No doubt
  they are unable to do so credibly. To clarify, as clearly pointed out in a
  previous response, the company’s own records show that the water bill with
  associated fees were paid for March and April of 2023. The company does not
  appear able to be consistent regarding cleaning issues either. As of their
  last response, greasy cabinets was supposed to be the problem taking over 8
  hours of time at $90.00. For that reason, I will only agree to pay the
  additional month’s rent of $1292 as stipulated in the last lease I signed. 

  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/01/2023

  Westover charged the water and sewer bills accordingly. We previously attached the ledger that clearly shows that resident wasn't double charged, per the billing periods. Additional cleaning of unit was charged accordingly as shown in previous attachments. Westover will not be removing any additional charges and balance is due. 

  Customer Answer

  Date: 08/08/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  What
  does “Westover charged the water and sewer bills accordingly” mean? This is so
  vague, its meaning is not discernible. Yes, the ledger does show I wasn’t
  double charged because it shows I already paid for March and April 2023
  water/sewer bills. What the ledger does not show is the “delayed” two-month
  billing Westover is attempting to extort from me. What months’bills were
  delayed that have not been paid and are not listed on said ledger? When were
  tenants informed of this delayed billing that would come due upon separation? Never!
  Westover continually dodges this matter in their responses because they cannot
  demonstrate that any delayed billing is honestly owed. Why would any allegedly
  respectable apartment rental business turn down a tenant’s offer to have
  his/her apartment professionally cleaned upon separation and then demand that the
  tenant pay for their cleaning service, poor quality and inefficient that it is?
  This one just does not pass the “honorable” test as I see it. As clearly stated
  in my previous responses, I will begin to pay the additional month’s rent in
  the amount of $1292 in monthly installments over an 18-month period once these outstanding
  matters are resolved/eliminated.  
  
  Regards,
  
  
  
  ***** ****** 
  

  Business Response

  Date: 08/15/2023

  Each month the water/sewer bills show the billing period they are paying for. The final billing for water/sewer is up to the date of move out. There are no double charges and there are no added fees. 

  Customer Answer

  Date: 08/22/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Still
  no ledger record showing that I did NOT pay the water/sewer bill with
  associated fees for March and April of 2023. No surprise there!!!!! I must have
  this in order to even remotely consider paying this. Also, to consider paying
  the alleged cleaning bill, I will need an itemized list of exactly what was
  cleaned by Westover’s cleaning personnel, when it was cleaned, precisely how
  much time was spent cleaning each item and the cost of cleaning each item so
  that I may compare this to fair market values for these kinds of services. As
  noted in previous responses, once these matters are resolved/eliminated, I will
  begin to make monthly payments over an 18-month period for the outstanding
  additional month’s payment of $1292 due upon separation.
  

  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/28/2023

  A copy of the full ledger, the move out inspection report that shows condition of unit at move out and the cleaning report have all been attached previously and show here as attached documents. 

  Customer Answer

  Date: 09/05/2023

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

  Unfortunately,
  the ledger that Westover Company sent with your last communication, like the
  previous one they sent, is highly obscure and unclear. For that reason, I
  checked my bank statements dating back to January 2023 through April 2023. On
  1/1/23, $1292 in rent and $42.70 in water/sewer/ billing was paid to Westover.
  On 1/27/23, $44.99 was paid to Westover for Feb ‘23 water/sewer/ billing. On 2/28/23,
  $45.63 was paid to Westover for March ’23 water/sewer/billing and on 3/2/23,
  $1292 was paid for rent. On 4/5/23, $1292 in rent and $47.71 in
  water/sewer/billing for a total of $1339.70 was paid to Westover. Hence, all of
  my water/sewer/billing, as well as rent had been paid in full at the time of my
  separation from the apartment community. Please note: a number of Westover’s
  ledger entries do not match the exact amounts paid to them during the above listed
  months. No surprise there! But I do, in fact, have bank statements to verify these
  payments and can produce them if need be.
  
  Westover
  did not produce the itemized list I requested of what cleaning services (and
  all relevant associated descriptive data) were undertaken by their cleaning
  personnel, so I can estimate the fair market value of those services. I
  reiterate: I did offer to have the apartment professionally cleaned but they
  flatly refused to accept my offer. As noted in a previous response, they merely
  sent an arbitrary list of potentially needed cleaning tasks much of which did
  not appear to match the condition of the apartment I vacated. It is worth
  mentioning that a fair number of other tenants were separating from the apartment
  community at the same time so I question if some possible mismatch of
  inspection reports occurred.
  
  Once
  these matters are resolved/eliminated, I will begin to make monthly payments
  over an 18-month period for the outstanding additional month’s payment of $1292
  due upon separation.
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/13/2023

  There is no additional documentation to show what is being asked. The ledger clearly shows the water/sewer charges and the service dates for those charges. The cleaning list was attached showing the move out inspection and what was charged. 

  Customer Answer

  Date: 09/21/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  All
  payments were made via the resident portal and my balance thereof was $0.00 as
  of April 3, 2023. This covered all rent, pet and water/sewer/admin fees through
  April 30, 2023 and is consistent with my own bank statements and Westover’s
  ledger. Any ledger entry post April 3, 2023 would constitute water/sewer/admin
  fees going forward for May and June of 2023. However, I did not live at the
  Westover Apartments during May and June of 2023 since I vacated my apartment as
  of April 30, 2023. Therefore, I should not be charged for water/sewer usage for
  those months. Previously, Westover attempted to make the case that there was a
  two-month delay in billing. No tenant was ever informed of this and it makes
  little sense that nearly two years post initial billing and upon separation
  from the community such a billing delay should be introduced for the first time.
  It should have been the first billing not the last. This claim is clearly preposterous.
  
  At
  the very least, Westover should be able to produce a list of the cleaning
  services performed subsequent to my vacating the apartment I occupied at
  Westover Village. Since they are demanding a payment of $90, such a list
  should, at the very least, match, item by item, all items on their questionable
  inspection report. It is certainly quite telling that they cannot produce such
  a well-matched itemized list. Were any services even performed at all? - a most
  worthy question. A very legitimate question of credibility arises here as well.
   
  
  Unfortunately,
  Westover’s claims and arguments are wholly vacuous and their demand for water/sewer/admin
  fees and cleaning service payments is therefore totally unjustified. Once these
  matters are satisfactorily resolved/eliminated, I will begin to make monthly
  payments over an 18-month period for the outstanding additional month’s payment
  of $1292 due upon separation.
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/17/2023

  The move out was April 30th, the added charges on final move out paperwork posted on May 3rd are the charges for FINAL water and sewer bills for billing period 03/01/2023 - 03/31/2023 and 04/01/2023-04/30/2023. You can see the billing period listed on those line items on the ledger I already provided. These charges are due. I also submitted a copy of the cleaning report and the additional hours spent cleaning, which included photos. 

   

   

  Customer Answer

  Date: 11/01/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  Westover
  Company’s last response was excessively superfluous. It simply repeats what has
  already been addressed in my previous responses.
  
  It
  is noteworthy that, with respect to the water/sewer billing, which the company
  claims to have farmed out to a management firm, none of the billing was ever
  based on actual tenant use. Since the individual units in the Westover Village
  are not metered, the billing allegedly is based on the overall cost of
  water/sewer use for the community. Thus, the amount billed is supposedly an
  equitable proportion of total use for the community. Start/stop date of billing
  is purely arbitrary and inexact. 
  
  To
  the best of my recollection, there are 400 apartment units to the community,
  several laundry units, a clubhouse and pool. I am not aware of any other real
  estate in the WV community. Of course, it should come as NO surprise that the
  tenant never saw any evidence of the overall bill on which individual
  proportions were said to be based or the algorithm used to compute those
  proportions. Since use of water/electricity for the several laundry units was
  paid by tenants at the time of use, that portion of the billing should be
  deleted from the total for overall use. Not all tenants use the pool and few
  have access to the clubhouse. At the very least, the company needs to justify
  the amount being charged to the tenant and provide tangible evidence of actual
  charges by the water company and the means used to compute tenant charges. But to further put this in perspective, I currently pay less quarterly than Westover charged for monthly usage. Interesting, huh?
  
  Since
  I offered to have the apartment professionally cleaned but was denied by the
  company, they have forfeited the right to charge for cleaning services.
  
  Once
  these matters are satisfactorily resolved/eliminated, I will begin to make
  monthly payments over an 18-month period for the outstanding additional month’s
  payment of $1292 due upon separation, per the last lease I signed.
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/01/2023

  We have answered all questions and confirmed charges with paperwork and information to back up those charges. Balance is due. 

  Customer Answer

  Date: 11/12/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  Unfortunately, the company is unable/unwilling to provide necessary and appropriate documentation to verify the justification of water/sewer and cleaning services billing. This clearly calls into question the legitimacy of those billing items. As stated previously, once they resolve these outstanding issues I will begin payment of the additional month rental payment as agreed to per the last lease I signed. Payment of that debt only will be made in monthly installments over and 18-month period only.
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 12/12/2023

  All documentation requested has been uploaded. The current debt is owed.