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conditions remain, yet has provided no written documentation, raising concerns about her claims' ***************** on Outdated Information: ****** ******* bases the non-renewal decision on initial inspection photographs, not the re-inspection.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.

  [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: 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

  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 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. 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.

  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.

  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.   

   

   

  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: 09/19/2024

  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.

  [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,
  
  ***********************
  
  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.

• 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.

  [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,
  
  ******* ******
  
  
  
  
  
  
  
  

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

  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