The Westover Companies

From: Jenel M [redacted] Date: Tue, Dec 29, at 12:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: [redacted] @westovercompanies.com)" < [redacted] @westovercompanies.com>, " [redacted] ( [redacted] @westovercompanies.com)" < [redacted] @westovercompanies.com>, Paul C [redacted] Dear [redacted] ***: My name is Jénel [redacted] M [redacted] and I represent [redacted] Apartments and Westover Companies with regard to the above referenced matter My client also received the attached letter regarding the same Complainant but referencing a different id number ( [redacted] ) I am a bit confused as to why there were two (2) matters opened with regard to the same issue My client, after receiving the below email, was informed that the consumer complaint was closed Has another complaint been opened regarding the same occurrence? By way of background, [redacted] was never a tenant at my client’s property His father and his father’s fiancé lived at the property His father passed away and his fiancé made arrangement to vacate the property [redacted] reached out to my client incessantly in an attempt to gain access to the unit and demanded the security deposit back At no time did [redacted] ever produce a short certificate naming him the executor or administrator of the estate My client is obligated by law to only relinquish the apartment and the security deposit to the administrator or executor of the estate This was explained to [redacted] on several occasions [redacted] ’s threats got so numerous and frightening in nature to both my client and my office, that we were forced to contact the Upper Southampton police department The police department arrived at my office and spoke with [redacted] on the telephone and explained that any further communication with my office or my client’s would result in harassment charges being filed against him [redacted] then resorted to social media to attack my client with and libelous messages [redacted] continues to harass my client via telephone, only this time using a different name As of this time, the balance of the security deposit was refunded made out to the estate of the resident and sent to [redacted] Your office informed my client that the case was closed once she made this clear under the last ID number If you need any further information, do not hesitate to contact me Thank you,

When touring their Ardmore, PA apartment complex in May, I made it clear that I was a student without ANY income and that my parents would be the guarantors for my apartmentThe property manager told me about the income requirements for guarantors and made no mention of ANY income requirements for residents even when I askedThey waited until mid-July, about a month before my modate, to let me know that my application had been denied because I, the resident, did not meet the income requirements that I was never even made aware ofI will definitely NOT be recommending their company anytime soon

The Property Manager has been in contact with this residentThey have come to an agreement that the resident will transfer to another apartment by this weekendThis issue has been resolved

I was made aware in the last week that Miss Epps did not recieve her refund from back in I immediatley looked into, verified that it had never been cashed and had it re-submitted less the appropriate deductions that were made and documented back in Before I was able to send her the pictures from her account she filed this complaint I will be forwarding to her personally all of the damage photos for her review after answering this complaintFrank K***

The lease that our residents sign states that "If more than one Resident signs this lease, their liability will be joint and several This means that each is fully responsible for performing all obligations, and for all payments." One resident cannot pay half of an outstanding bill and be relieved of obligation All monies must be paid to be relieved of obligation We do not offer insurance in lieu of a security deposit Residents are able to purchase a bond; however, that doesn't release them from damages to the apartment I apologize for any misunderstanding Thank youSue Y [redacted] Lead Regional Manager Westover Companies

Complaint: [redacted] I am rejecting this response because: The business is claiming I have no right to information when I have my name on several documents of the lease, including the monetary amount owed Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because the charges are fraud and extortion I paid the money due as my credit would not be hit Jackie used the security bond and tied my hands I did not cause the damage and want all future renters to aware of Jackie's tactics The charges were and I paid them to protect my credit The charges were fraud and this tactic is extortion This has also been referred to the Pennsylvania Attorney Generals Office It appears I am not the first person that has experienced this behaviorAll future renters should be aware of these tactics so they are not mislead and charged for items they did not cause Just an error by Jackie, yeah that is why amount changed two times It was never valid and Jackie and the management should be held responsible Regards, [redacted]

The lease that our residents sign states that "If more than one Resident signs this lease, their liability will be joint and several This means that each is fully responsible for performing all obligations, and for all payments." One resident cannot pay half of an outstanding bill and be relieved of obligation All monies must be paid to be relieved of obligation We do not offer insurance in lieu of a security deposit Residents are able to purchase a bond; however, that doesn't release them from damages to the apartment I apologize for any misunderstanding Thank you.Sue Y [redacted] Lead Regional ManagerWestover Companies

Good Afternoon [redacted] ,I sincerely apologize for any misunderstanding with the monies owed at move out.We non-renewed your lease for July 30, ( which was your lease end date) You moved out prior on May 28,2015,without giving any notice for the early termination Our lease states, you must give sixty days notice to vacate This is way your were charge short notice and a one month penalty.I will be happy to break down the charges for you Less than days notice: $,One Month Penalty : $1482.00, May Rent 1st thru 28th :$ 1338.58,Court cost$36.00, May's Late fee: $Water for February, March and April $Also you were charged for carpet cleaning of $ Total amount due is $$6154.21I hope this helps with the break down of the charges of the monies owed to [redacted] Apartments..If there is anything else I can help you with don't hesitate to let us know!

This complaint has been answered twice No further response will follow I thank the Revdex.com for their understanding in ending this accordingly

We were informed of the death of our resident, [redacted] , by the woman living in the aptwith [redacted] , ***She is listed on his lease as an occupantShe returned the keys to the rental office on 12/4/ [redacted] has been informed by our attorney that he will need to acquire a short certificate, which is required to gain access to his Father's apt& his things, including the security depositThis is to prove that he is legally appointed to handle [redacted] 's affairsOnce we have this document, we will be happy to return the security depositUpon inspection of the apt., we were made aware that the apt & the contents are infested with bed bugsIt is imperative that we resolve this issue within the next week or we will have no choice but to have the contents removed & discarded, so the aptcan be treatedThank you

From: Jenel M [redacted] Date: Tue, Dec 29, at 12:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: [redacted] @westovercompanies.com)" < [redacted] @westovercompanies.com>, " [redacted] ( [redacted] @westovercompanies.com)" < [redacted] @westovercompanies.com>, Paul C [redacted] Dear [redacted] ***: My name is Jénel [redacted] M [redacted] and I represent [redacted] Apartments and Westover Companies with regard to the above referenced matter My client also received the attached letter regarding the same Complainant but referencing a different id number ( [redacted] ) I am a bit confused as to why there were two (2) matters opened with regard to the same issue My client, after receiving the below email, was informed that the consumer complaint was closed Has another complaint been opened regarding the same occurrence? By way of background, [redacted] was never a tenant at my client’s property His father and his father’s fiancé lived at the property His father passed away and his fiancé made arrangement to vacate the property [redacted] reached out to my client incessantly in an attempt to gain access to the unit and demanded the security deposit back At no time did [redacted] ever produce a short certificate naming him the executor or administrator of the estate My client is obligated by law to only relinquish the apartment and the security deposit to the administrator or executor of the estate This was explained to [redacted] on several occasions [redacted] ’s threats got so numerous and frightening in nature to both my client and my office, that we were forced to contact the Upper Southampton police department The police department arrived at my office and spoke with [redacted] on the telephone and explained that any further communication with my office or my client’s would result in harassment charges being filed against him [redacted] then resorted to social media to attack my client with and libelous messages [redacted] continues to harass my client via telephone, only this time using a different nameAs of this time, the balance of the security deposit was refunded made out to the estate of the resident and sent to [redacted] Your office informed my client that the case was closed once she made this clear under the last ID number If you need any further information, do not hesitate to contact meThank you,

No complaints were made to the maintenance technicians at the time that the work was being completed Upon completion, the residents requested that the property manager come to inspect the apartment The property manager complied with this request and was told by the resident that there were no issues left to be resolved At no time has the management office been made aware of any additional repairs that need to be made Thank you and have a good day.Sue Y [redacted]

From: Karen C [redacted] < [redacted] @westovercompanies.com>Date: Wed, Jul 8, at 10:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" Good Morning, I forwarded this complaint to the Regional Manager in charge of [redacted] Apts, where this resident is fromYou should be hearing from her very shortlyThank you_Karen_

We are very sorry to hear that [redacted] had an unfavorable experience upon moving out of his apartment Customer service and satisfaction is at the very core of our beliefs and what we strive for every day Upon review of his file, we see that he has not had any work orders and /or concerns during his residency at our community and this would be his first complaint he has registered At his move-out and the office receiving his keys, the manager of the community inspected his apartment and noticed a very heavy pet smell in the apartment That prompted more inspection of the apartment and maintenance rolled back the carpeting which revealed stains all over the carpeting and fleas around the apartment itself While there was no pet information on file and no pet fees being collected, upon more review of the file, it was found that the carpet was brand new at his move in and no stains were present at move in and no other resident was complaining about fleas in the building Our community is checked twice monthly and all residents are offered exterminator services for free for almost all pest control [redacted] moved out 10/31/ Unit was checked 11/2/ [redacted] ’s rep came out and checked 11/3/and treated unit 11/6/ We had no calls from [redacted] during his residency to indicate a problem or any other resident and [redacted] was out to also check the building and common areas after [redacted] moved out stating it must have been in the laundry area The issue was contained in the apartment that [redacted] lived in, therefore, he was charged for the replacement of the carpet and the flea treatment and all charges were explained to him in detail by the manager and the Regional Manager He was also offered pictures of the stained carpet, the carpet order for new carpet before he moved in, and [redacted] ’s report of the fleas in his apartment upon move out and that information is still available to him in the office If [redacted] would like to come in and review the picture and reports with us, we would be more than willing to sit down with him and review his charges Please have him call the office at ###-###-#### and speak with Laura the Manager or myself, Kelly S [redacted] at ###-###-####, Regional Manager Thank you

Spoke to former resident on 6/29/ Based upon the documentation we have in our records, we offered her a billing adjustment settlement in regards to her complaint in the amount of $ Waiting to here back from [redacted] in regards to this settlement that we offered her

Thank you for reaching out to us regarding your concerns After purchasing this property several years ago, new roofs were installed on all of the buildings Because of this, some apartments experienced the nails popping in the ceilings If this was brought to our attention, we had the apartment inspected and the problem resolved Each apartment is inspected yearly to ensure that they pass the universal building code I can assure you that there is no collusion with Aston Township We both want the apartments to be in good condition for our residents Thank you for bringing your concerns to our attention.Sue Y [redacted] Lead Regional ManagerWestover Companies

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I was not beligerant I was asking her to simply verify my residenceThat is all they were askingAlso when I signed my original lease with the first property manager she explained to me that my lease had a month termination option but it was still a year leaseThat's why I signed it and she said that she would give me a copy of the month clause or what ever she called it but I was not able to catch up with her to get itAnd also your staff has been the ones who have been beligerant, they threatened eveiction before I was ever even late I told them I wouldn't get paid until after the 7th and I would pay then I was told pay by the 7th or we will move for eviction the first attempt you guys filed the court threw outBut I was still charged the feesI want you guys to call me and talk to me respectfully and not call me a liar so you can say your staff is perfect and never makes a mistakeAlso the verification was not for a vehicle it was for the purchase of a laptop, as I said all they needed verified was that I lived there but Stacy gave me alot of attitude and told me that I needed to sign a release so she could tell them anything she wanted Regards, [redacted]

As I explained to April, the lease states that days' notice is required to terminate the lease agreementA penalty is charged for each day a resident is short of the required days' noticeThis is the procedure across the board, in accordance with Fair Housing lawsI empathize with April's
situationI understand, though it's exciting to purchase a home, it is also a costly endeavorI'm sure no one intentionally incurs additional costs, if they can be avoidedI would like to offer to accept April's day notice to vacate her apton Thursday July 9thThis means we will backdate the notice to her original notice date of May 11th, count days & end the lease on 7/9/15, without any fees whatsoeverAs long as the regular rent is paid in a timely manner through 7/9, there will be no short notice or lease break fees of any kindThis will allow ample time for April to get moved into her new home without the stress of fees hanging over headThis is the best that I can doI also wanted April to know that I already have suggested that we add further wording to our lease to better explain this procedure to future residents who may find themselves in a similar situationThank You_*** ***, CAPS, Regional Manager, The Westover Companies_

[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.]
Revdex.com:
I sincerely thank you for your help in promptly resolving itI tired resolving this on my own by reaching out to the local rental office several times without any success and on last attempt was told by the property manager that the charges are correct and I am not understanding the accountingThis was not possible to resolve without your good helpThanks once again.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Best Regards,