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: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. 

• Initial Complaint

  Date:10/21/2022

  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.

  The ceiling collapsed at 1030 pm on a Friday night. Metal from the ceiling hit me in the head. I called the emergency maintenance answering service and they told me it was not an emergency and it did not matter that I appear to have a concussion. They have faulty property and they do not care about an injury due to their mistake. They then hung up on me. I need to go to the emergency room and no one can use the bathroom due to their negligence.

  Customer Answer

  Date: 10/27/2022

  I would like them to publically acknowledge their wrongdoing rather than just act like it is no big deal.

  Business Response

  Date: 11/11/2022

  I did speak to ********* and apologized for the manner in which this was handled. I then spoke to our staff to make sure that we learn from this so that we can better serve our customers in the future. ********* told me that she was doing ok but that she did go a doctor. We wish her a speedy recovery and we are glad that we have the ability to improve our service to her in the future. 

• Initial Complaint

  Date:10/04/2022

  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 am the guarantee on a lease signed in November 2021 for my daughter ***************************** who arrived in USA just a week before. The lease doesn't allow for pro rata payments so despite the fact that she moved in on Tuesday 16th of November as the keys were not available until that date we paid $540 for November and two weeks later 1st December $540. We have been told that we now have to pay for November 2022 as they have the lease ending on 30th November which means we pay for 13 months, This is a new company that took over management in January 2022. I have asked for the matter to be rectified as the property will be empty from the 1st October. I have the lease agreement on line a copy of which was downloaded and signed at the office. The end lease date is 30th October. I have not mentioned the latter point because I have asked for a copy of the lease agreement they have on file as things seem a bit disorganized and the staff under immense pressure. What I want is (a) the matter solved regarding the end lease date.(b) the amount $ 134 returned together with the deposit.I have screen shots from the resident portal.I have on line copy of the lease which we signed at the office.I have photos and videos taken last Wednesday and Thursday 28th & 29th September.Managing agents have been informed that the property is vacant and keys left inside on the counter.Screen shots include 1. Application fee $35 2. Security deposit $99 3. Sundries? $134 4. 16th November moved in. ****** was told to pay for all of November.Paid $540 Rent 5. 1st December. Paid $540 for December rent.All rent paid on time and to date.If we pay $640 rent in October this will mean that rent has been paid for a total This information was obtained through the Resident portal. (Correspondence by email has been sent to the managing agents) 4 visit & 1 phone call.

  Business Response

  Date: 10/10/2022

  **************************'s lease is attached.  The occupancy date and dates of responsibility for rent are 11/19/2021 to 11/30/2022.  The lease has been signed by ******************************  The lease was under *********************** LP dba **** Townhomes.  We took over the property on 12/31/2021.  We have followed the lease and have charged according to the lease and lease dates.  If there is a discrepancy in lease dates other than what is attached, ****** can send us something and we can review.  Thank you.  ***********************, Regional Manager

• Initial Complaint

  Date:09/26/2022

  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.

  Hello:I hope all is well. Thanks for taking the time to review my complaint. I look forward to coming to an amicable resolution. Recently, I pulled my credit report from ****** ****** ******.com and I found some errors. I see a balance of $3081.00 reported on January 2020 and it is affecting my credit. It is reported as ***** ***** ***** - Westover. I do not know who this balance is from, but I would like further information. I would like a detailed explanation/statement of where this balance is coming from. Additionally, since this information is negatively affecting my credit and due to the small balance, I would like to request a goodwill deletion as a one-time courtesy. This mark is preventing me from purchasing a home, securing a lease for an apartment, securing low-interest loans, and other credit factors. I appreciate you taking this under the highest level of consideration. Moreover, I am allowing my financial planner/power of attorney to speak on my behalf if you are unable to reach me. He is *******************************, **************, ******************* He is more versed in this area than I am. I look forward to hearing from you soon. Have a great week ahead. Finally, due to the sensitivity and urgency of this situation, I would prefer to speak with someone by phone. Thanks! Moreover, here is some information that may aid in looking up my account: DOB: ********** SSN: *********** Respectfully:***********************

  Business Response

  Date: 09/30/2022

  Good Morning ***************,

  I would be happy to help with a explanation of the charges on your account.   Your move out date was August 31,2019 and your lease end date was actually  March 31.2020.   With  that being said,you broke the term of your lease , which is a one month penalty.   Also you failed to pay your last month rent for August which was due on August 1st, 2019. There was cleaning and carpet charges. We would be happy to provide you with all documention and picutres.

  You account has moved to collection and I'll provide you with their phone number and address if you would like to pay the balance off.

  , **************************************** Peoria, Illinois *****  

  I will also enclose your moveout statement that was sent back in September 2019.  If there is anything else we can assist you with don't hesiate to reach out to us.

  Sincerely,

  Tammy O***********

• Initial Complaint

  Date:08/25/2022

  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.

  In early May I visited the leasing office with my roommate to renew our individual leases that would start June 1, 2022. She has had no problems with this process, while I have not had such luck. The first lease that they sent me had the incorrect amount listed, I tried contacting them and did not get any resolution to this problem. They then sent me a second lease, which is still incorrect. I contacted the office again and got told that my lease price is now a higher rate than what was told to me beforehand, AND my roommates are still paying this lower price that was given to us before. They are trying to tag on 40 dollars a month to my rent and making up lease rates and cannot get the office to communicate where any of the numbers are coming from that show on my ledger. I repeatedly emailed and kept getting no responses...and when I did get a response my questions went unanswered and I was told that the higher rate is now my rate. I waited for nearly 2 months for an "answer", I now have late fees that the office will not remove because I waited for them to respond to me before paying them anything because I wasn't sure what I owed. Why should I be paying 40 dollars extra a month for rent when I should have signed with my roommates if it weren't for their lease error. The office has also issued delinquency notices to me even in the midst of trying to communicate via email and resolve this. They can surely post a piece of paper to my door but can't respond to me emails.I have had an extremely difficult time trying to get into contact with the office because my main line of communication during the week is email, and the office somewhat refuses to respond to my emails and insists on trying to call me during work hours. With my work schedule I am unable to answer calls and really shouldn't be emailing either, and I can't stop into the office because I work during hours. I just need this headache resolved, its been 3 months now. I do have any documents needed.

  Business Response

  Date: 09/02/2022

  The ************ ******* office team has spoken to the resident regarding the lease.  Adjustments that were requested have been made on the lease and the lease is generated and awaiting the resident's signature.  

  There is a total balance as of September 2nd, 2022, in the amount of $1,110.75 which does include rental payments not paid and late fees for those months.

  While we can review late fees and a possible credit, the balance is made up of at least two months rental payments that need to be paid asap.

  Thank you.

  Kelly S*********,

  Regional Manager

  The Westover Companies

• Initial Complaint

  Date:08/15/2022

  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.

  I have had a mold issue for over a year. They have not resolved the issue at all. We all get headaches, my one year old is getting unexplained seizures, my pets have died, the air quality is absolutely horrible, and now my AC is broken. Its been 90+ degrees in my home for 2 weeks, which has drastically made the mold issue worse. They claim they wont any longer come to my house due to my dog trying to attack maintenance, when I was there the entire time and nothing of that nature happened nor has my dog ever tried to attack anyone. I have put out so much money to make this house liveable that I cant even cover my rent for this month, it is absolutely insane. I want to be excused of this months rent and I want to be let out of my lease early the moment I find a place to live.

  Business Response

  Date: 08/29/2022

  We received complaint of mold in unit April 2022, had maintenance, Manager and Regional Maintenance Supervisor inspect unit for any cause related to building, found no building issues other than drywall that needed to be rehung in laundry area. Also had a restoration company out to inspect unit and found that the living conditions were the reasons for mold issues. Resident was given information and was given quote for having cleaning services done provided by restoration company. Resident stated she would do cleaning and deep cleaning where needed on her own. Since these inspections there was not report of further issues until August 17th when Marketing team received message from resident about further complaints. Regional Manager called resident immediately to further investigate the complaints. Resident upset about Manager reaching out about dog issues and then proceeded to complain that mold was still an issue. I asked when they started noticing issue and she said it's been an issue. I asked to do another inspection with Regional maintenance supervisor and she agreed the week of August 29th. Last work order put in by resident was July 19th about AC not blowing cold air - responded to call and was closed stating AC was operating normal, but they did clean condenser as a preventative measure. No further work orders or contact about AC not working. Previous to that work order about AC was a work order from May 31st about AC not cooling. Maintenance gave window air that day and had to replace capacitor and cleaner condenser.

  Resident asked if she could be let out of the lease and we agreed and we would not penalize. Said she was having a hard time paying rent and wanted back rent written off. I explained that we couldn't remove current rent owed (over $5,000) but we would not penalize for vacating early. We just had court hearing for non-payment of rent on August 23rd and judgement was granted to Westover Companies. 

  Please let us know if you need any further information. We plan to contact resident today, 08/29 to set up another walk through of unit with Regional Manager and Regional Maintenance Supervisor. 

• Initial Complaint

  Date:08/08/2022

  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.

  Been living at ***************** since 2018. Since 2020 been calling left and right for mice and mold. Workers come in drunk filling mice holes with tin foil and styrofoam. For mold they told us the best they can do is clorox bleach the spots. Constant heating and cooling issues that are never fixed. Management is the absolute worse they not only harass you and accuse you of lying they hang up when a mention of a lawyer. We have a peeping *** neighbor and two cars vandalized cops say they cant do much and management says **** it up. Found more mice in our kitchen last week called it in no one showed up called two days ago no one showed up still. This morning got an email saying the mice problem was resolved been home all day no one showed up. Emailed a pest control request and co manager called me not only with an attitude and interrupting me she told me i pretty much have to live with mice until we move out. She also mentioned shes in charge of pest control and closes them out even though she knows no one has shown up. Manager was ****** or cherry and she mentioned that maybe friday someone will come out i asked why it will take two weeks she replied that she doesnt know why. But how is she in charge of the pest control and not know why after two calls one email no one showed up and why it wont be earlier than friday. When i mentioned getting a lawyer i was hung up on. We also were emailed someone else's eviction notice. Different names, address and even dated years prior to the date that it was emailed to me, mentioned this to ********* the head manager was told so what, im not removing that from your profile. Management does not care about their residents health they only care about the residents rent being paid

  Business Response

  Date: 08/24/2022

  On August 9,2022,I received a call from ***** stating the information above. After a very lenghly discussion, I scheduled a walk through *****'s apartment with the Regional Maintenance Supervior ****************************  **** and I met at *****'s apartment on Wednesday, August 10th at 9:00am .  We walked the entire unit inside and outside completing a thorough inspection. We found that the reurn vent was compromised due to jackets hanging on the door, restricing  air flow.  We ask the residents to remove all items ,which they did.We replaced the return vent and air filter A full diagnostic test was performed showing the Air Condition is a good working condition.

  There was no mold found at the time of the inspection, however ******* (Resident) did tell us she does clean the mold off the window sills and walls  every week.  I did advise  her to stop cleaning the areas so that we can visiably see any issuess. We will come back in and  remedy the issues by putting better insulation in walls  and also have a restoration company check for any moisture.

  Western Pest Control was out on Tuesday August 9th at 3:30pm to fill any holes in the apartment and will return the following Friday , August 12th. Which the extermintor followed up and all holes where filled inside and outside the apartmant. THey will continue to be placed on extermintor list until their issue are resolved . 

  We have asked to Residents to remove all personal items from windows so we can complete work. They will contact me when they have removed their belongings and schedule our return visit.  

• Initial Complaint

  Date:07/22/2022

  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.

  We signed a lease to move into ************ ******** apartments. The apartment was run down with warped kitchen cabinets, decrepit counter tops, dirty carpets (which we refused and them replace some of the carpet upon move in), old toilet, and cracks all over the walls and ceilings. Now, a year later we move out before our lease ends and pay the full rent, have their representatives walk-through the apartment and tell us everything is okay, we clean the apartment before we leave and hand in the keys. A month later we are hit with these charges for 'burned' counter tops and dirty washer. The washer by the way was brought into our unit used and disgustingly dirty (after several cleaning efforts) and needed to be repaired after a short time of use. So after walking through the apartment in June (Colleen and her maintenance staff) we are hit with these obscene fees of over $300 to remedy the issues we had upon move in. This tactic will never work. These apartments are old and they falling apart and multiple reviews of that place show this fact. If they think they can upgrade their apartment complex with levying these clearly unfair charges not just to us, but multiple other previous tenants, they will have to think of a different strategy. We will continue to dispute these charges.

  Business Response

  Date: 07/27/2022

  As of 7/27/22 - I have reviewed the file and spoke to office.  Colleen, Assistant Manager, reached out to resident and settled the matter and resident confirmed that they were satisfied.  Thank you. ~Kelly S*****, Regional Manager, The Westover Companies

  Customer Answer

  Date: 08/02/2022

  [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. The resolution wiped off the baseless charges.
  
  Regards,
  
  ****** ******