The Westover Companies

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

Good Evening *** ***,I do apologize for any inconvenience this has caused you and the Lease Holder. The Rental Office was in contact with the Lease Holder today 2/23/18. She did inform the Rental Office she received the check yesterday. Which now this is very
alarming since the check is in her name only. The check was mailed out from our Corporate Office ,King of Prussia on 2/14/2018. The Rental Office has a copy of the Refund Check and the date mailedWe are not permitted to give you this, but would be happy to give the Lease Holder any information needed. Thank you again for your concern and if there is anything else we can help you with don't hesitate to let us know

Good Afternoon *** ***,We understand your frustration and when it rained over the weekend the sound was louder due to the fact the siding was removed from your buildingWithin weeks time, the siding, gutters, and downspouts will be put on and the noise level will be reduce immensely.Please contact Our Rental Office with any issues and we will address them with the contractor in a timely manner. Without your notification, we are not aware of any problems. We want to help you as soon as issues arise. Lastly, we would like to compensate you for the inconvenience that the renovation have caused you. We would like to give you a credit on your account of $456.00.. Thank you and have a wonderful evening

*** *** states that he's had numerous problems with the main office I have overseen the property for years and have never received any communication from *** *** Several weeks ago, *** *** called the local management office regarding moisture in the bathroom Our
maintenance staff responded to the service request and found mildew on the bathroom ceiling They cleaned and sanitized this area
On Monday, January 18, 2016, we were alerted from a *** post stating *** ***'s complaints I called *** *** on January 19, and explained that this was the first time I was made aware of these issues I had the Property Manager and Lead Maintenance Technician inspect that same afternoon Today, January 20, any needed repairs will be made in his bathroom by our maintenance staff They will also inspect the building heater and water heater to ensure they are working properly since we have received no complaints from other residents in the building In addition, the rear door was working properly when the Property Manager was in the building last week and was still in good working order yesterday We have nothing in writing regarding complaints against other residents nor illegal activity In addition, we were never alerted of a fire in *** ***'s apartment, but the smoke detectors will be inspected todayWhen *** *** and *** *** moved into the apartment February 19, 2014, they would have received the executed lease mailed from our main office Subsequent lease renewals would have also been executed and mailed from the main office At any time, he could have visited the local management office and they would have given his copies of any of his paperwork right at the time of the request A lease renewal generated on October 14, was sent to *** *** and *** *** by Certificate of Mailing The lease renewal states the date that the lease ends, February 18, 2016, as well as the need for a required day written notice to vacateOn January 12, 2016, *** *** and *** *** submitted their written notice to vacate the apartment as of either "February 15th or 16th 2016" On January 13, a termination acknowledgement was sent to the residents Because they stated that they were vacating before the expiration date of their lease, a Breaking of the Lease Penalty was charged, along with an Insufficient Notice Penalty and the rent for the pro-rated days in FebruaryI explained to *** *** that I would review all his lease paperwork and lease renewals Upon review, everything was appropriately signed and executed When the Property Manager inspected the apartment yesterday, it was offered to *** *** to change the move out date to February 18, 2016, which would remove the Breaking of the Lease Penalty Because the paperwork was all completed correctly, *** *** and *** *** are responsible for the Insufficient Notice PenaltyIf I can provide any additional information, please do not hesitate to contact meSue Y***
Lead Regional Manager
Westover 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 as Answered]
Complaint: ***
I am rejecting this response because:I would like like to see receipts.Regards,
*** ***

Mr*** called me to dispute the carpet chargesWhen I told him it was due to the cat urine smell he told me it smelled like that since the day he moved inHe never complained of the smell the entire time he lived there and the carpets he had at move in were brand newWe only charged
Mr*** for the "life" of carpet leftWe did not charge him the full cost of replacementI attached a copy of the invoice when we replaced the carpetsWe have witnesses that can verify the urine smell

There was a roach issue that was brought to our attention by ***. However, multiple exterminators had treated their unit and reported not seeing any roaches. *** will then come in and give us conflicting reports, saying that they are finding roaches on their toothbrushes and
silverware etc. *** was in the office yesterday morning showing Staci pictures from the night before of roaches in unit, saying he has seen at least or more over the weekend. Our Co-Manager, Christina, had personally escorted the exterminator to treat their unit on Friday and we did not see any activity. This is why we have just continued to treat and try to find a solution to an issue we can't see
The exterminators have done bombing treatments to their unit and also surrounding units, in addition to bait treatments
We renewed their lease with no increase and even offered to transfer them to another unit but they were not interested
As for an escrow account for their rent*** asked for our assistance in this and we told him noIf he wants to put his money in escrow, that is something he has to do with his bankThe reason we sent a late notice is because they did not pay their rent by the 7th of the month and gave us no paperwork that their rent in escrowAs per the Lease Agreement, residents receive a 5% late fee on any balance they owe as of the 7th of the monthWe then proceed with court proceedings as of the 15th of the month if they still have not paid
Our company has not been negligentWe have paperwork proof that every time *** came in, we sent in our exterminatorThere is noone else in the entire buidling that is having any issues with roaches or any other bugWe have inspected his unit and every other unit in building to make sure that it wasn't coming from somwhere elseThere was not one time that us or the exterminators went in and saw any type of bug in their unitWe have all documentation of when *** complained and we immediately took actionThere was about 2-weeks that went by and we heard nothing from *** and then out of the blue comes in the office yelling that he isn't paying his rent because he's infestedAgain, we heard nothing for weeks and then when we go over there after he says this, there is nothing found in his apartment

Complaint: ***
I am rejecting this response because: This company is still not answering my initial questions as to where the fleas come fromWhen I received the email with the charges my wife, my co-signer and I went to the office to clear this matterAs I was trying to explain myself to Laura B***, she stated that the fleas were on me and brought by me inside the apartmentI felt as I was being called a flea bag since I tried explaining to Laura B*** that from my job *** *** I went directly "home"Instead of giving us some kind of options she began to raise her voice and as the discussion continued Laura ended kicking us out of her office constantly saying "leave my office now!"We asked Laura for the number of her supervisor and she very rudely gave the number to us refusing to give her full name and writing just the name of Kelly on the sticky noteAs soon as we returned home to our current residence I asked my wife to contact The Westover Companies through their websiteWe explained the situation and our horrible experience with Laura and attached are some of the responses of Kelly S*** As you are able to see our questions about the fleas are still unansweredI was not aware there were fleas in the *** * apartment because I never physically saw one, I would get bite marks in the summer time and so did my kids when they would come over to visit and we assumed the bites came from mosquitoes and we just put on repellentI was very surprised to learn I was actually living among fleas when I got the email and that my kids were exposed to thisThis business is automatically assuming there was a pet inside the apartment and as I stated over and over I do not own pets, unless they are counting my kids as pets which would really makes me upsetThe pet smell they claim to smell is actually a carpet cleaner that I used because kids do tend to spill and drop food and drinks when they would come over with my wife to visitIf this business can prove there was a dog or cat or whatever pet they are imagining I would understand where the fleas came fromBut they are still unable to provide me with answers and failed to provide proof of the account information of where was my security deposit deposited to, which by law I am entitled to haveThank you to the Revdex.com for its time to take on my complaint.
Regards,
*** *** ***

The carpet was brand new when the resident moved in There were many stains on the carpet It did not meet our requirements so that the next resident's carpet was in good order Only a pro-rated portion was charged to the resident I will contact the collection agency to ensure that the status shows that full payment was made Thank you.Sue Y***Lead Regional ManagerThe Westover 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

***,
In response to your complaint, I have attached a first and last page copy of your lease agreement that states you have a month lease agreementI also attached a copy of your letter to terminate your lease and a copy of your termination acknowledgement we sent to you
We do not discriminate against our residents for any reasonOur Employees do not speak to residents as you have stated in your complaintThe only time eviction ever came up is because you are delinquent with your rentIt is the process of the court and our right as the Landlord to file for non payment and possession if payment isn't made for your rentAs of today, July 17, you owe a past due balance in the amount of $1,
In addition, I personally was in the Leasing Office when you called and asked the Manager to lie on a reference application for a new carWhen Staci stated she couldn't lie for you, you became beligerentBecause of this, Staci refused to give any information on your behalf to anyone in regards to a reference of tenancy
Any further correspondence with myself or the Leasing Office should be in writingPlease feel free to contact me at ***@westovercompanies.com or the leasing office at ***@westovercompanies.comWe would be more than happy to go over the Lease agreement or any other discrepencies or questions you may have
Please be adviced that we have received judgement for non payment of rent on July 6, and we will be filing for writ of possession today, July 17,

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 daySue Y***

*** *** was late with her rent in February We posted a late charge on February 6th and sent her a late notice that states that if rent isn't received by the 11th we will file in court for non paymentThis is also stated in her Lease Agreement. February 11th fell on a Saturday so we
didn't file until Monday, February 13, In addition to her rent and late fee owed, we applied court costs and attorney fees to her account in the amount of $court costs and $attorney fees on February 13, I spoke with *** *** on the phone in regards to the court filing and explained what was owed*** *** paid $towards her balance on February 14thThis left a balance of $Court hearing was held on February 27th and we were awarded judgment for balance including court costs and additional $attorney fee for the possession phase*** *** received another late notice on March 6, because she hasn't paid her rent for March and still has the balance from February This is the notice that was left at her door that she is speaking ofIf *** *** doesn't pay her balance from February court hearing we will be filing for possession and possession costs on March 9,

Upon review of this resident's rental ledger, we see that the charge of $should not have been assessed to the account We apologize for this error and have removed it The balance still outstanding on the account at this time is $ Payment can be made to the onsite
management office in order to clear up the final balance Please notify us if you have any further questions Again, thank you for bringing this to our attention so that we could correct.Sue Y***Vice President, Residential Property Management

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because: I was told by MrK*** that the apartment painting is apart of the preparing an apartment for a tenant and that the charges of $was for additional paint I received pictures that show wear and tear I am not sure why he sent pictures of the carpet, I was not disputing the charges of carpet MrK*** also did not show the pictures of the cracks in the walls where the mice had taken over the apartment and were relieving themselves everywhere including my clothing and chewing my shoes One of the pictures show an appliance pulled out and a cigarette butt on the floor I nor my children have never smoked so it is amazing to me that the pictures shows that It just tells me when I moved into the apartment, I should have been checking behind the appliances to see what other tenants have left Other pictures show dirt on a window ceil and a little trash on the carpet I am still inquiring as to why I was charged $to paint the apartment As the kitchen picture shows, the apartment was not left filthy, wear and tear such as painting I should not have been charged for This Apartment went through many Managers and I believe they just charge people however they like The Manager was rude whenever I attempted to talk to her I have emailed MrK*** several times and he does not return my telephone calls or emails I would like to see where the extra apartment paint was putI think the many mice I had to live with because the apartment was not addressing the issue should have been taken into consideration when they were seeing how much extra they could charge me
Regards,
*** ***

Good Morning!We have been in communication with the above Party and the check was mailed out on 2/13/2018. The Lease holder has stated check was received in a timely matter per Lease and The Landlord/Tenant Code There was damage of $due to their cats scratching and damaging the carpet in the apartment. The amount was deducted from their Pet Deposit. Again the Rental Office emailed pictures of the damage and if anything else is needed, we will be happy to provide you at any time. If there are any other issues that need to be resolved, please do not hesitate to let us know. Thank you and have a great day!

[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: ***
I am rejecting this response because:The problems that were "fixed" are still not fully fixedThis company has terrible maintenance and have actually made several things worse after coming inThe faucet in the bathroom tub has been replaced, but is now hanging by a thread on the wallThe tiles are now falling off around itMaintenance never actually tested for mold as we requested, and instead merely painted over everything againAnd in painting this time, they stripped the walls and then paintedThis is hands down the worst paint job I've ever witnessedThere are paint drops all over the bathroom tiles, the sink, the toilet, and there are big clumps of paint bubbles all over the wallsThe painters also neglected to use any kind of protection around the corners, like tape, and there are now streaks of paint on surfaces where it shouldn't beThere are also a few spots they missed, and it is really obvious as you can see a distinct difference in the shades of paintThe toilet seat was also replaced when they moved the toilet back as we couldn't open and shut the bathroom door properly due to the lazy installation of it the first timeOnce they replaced the toilet seat with a brand new seat, the painter then stood on it, left a boot imprint, and paint drops on itWe've also informed maintenance numerous times about losing hot water really fastThey assured us it had nothing to do with the hot water heater, and the problem should be fixed when they replaced the tub faucet and knobsThis was determined to be a lie when my wife then saw them unloading a new hot water heaterShe took pictures of maintenance doing this, after they assured us the hot water heater was not a problemAnd even after they replaced the hot water heater, their laziness really shines through as we have not had consistent hot water since about Tuesday or Wednesday (1/23/or 1/24/16)We've called the hour emergency maintenance number provided to us numerous times for them to come out and fix thisWe've also mentioned the heat not working properly in our unitMaintenance told us they would take a look at itIt still isn't working properly as they never looked at itThe list goes onWhen is the Westover Companies actually going to start taking responsibility for their properties? Not only should you be removing ALL of the extra charges (The extra $and $750), but you should also be hiring outside maintenance to come in and fix this train-wreck of a propertyMs Y***, you can deny these problems all you want, since you are never actually on site, but if you had even the slightest bit of integrity, you would actually come by and I can walk you through and show you each and every problemI find it extremely likely that you'll ever do this, as you'd rather sit behind your comfy desk with a secretary to screen your callsYour company does not fix the problems, but jerry-rigs them just long enough to avoid having to do any real work as it may cost you some moneyYou really should be ashamed of yourselves
Regards,
*** ***

Our on site management has made multiple repairs to this residents apartment when necessary and some that weren't necessary but requested by resident. We have received no proof of the existence of mold nor any related illnesses resulting from the same. The recent work done
to the bathroom was completed in an attempt to appease the resident, not because the Board of health or anyone else ordered it to be done. They were called out by resident and in fact found no heath issues or hazards of any kind in the unit. The replacement washer we attempted to install was refused by resident because there were rust stains on the side. However the machine was cleaned and tested prior to bringing it to the unit and in perfect working condition. The following day our crew went back with a second replacement washer to install which she also turned away stating that she had or was going to install her own and deduct from her rent. We are not required to purchase a new machine when replacing in an occupied unit, just replacing it with a fully functional appliance which we attempted to do twice. During the phone call between myself and *** I was not nasty or loud. I simply challenged her on accusations she was making which I knew to be untrue which actually caused her to become loud. I also offered to have her look at one of our select (upgraded) apartments if she were interested in a transfer so she could have an all new apartment. We do not upgrade apartments while occupied as it is too disruptive and messy. Instead of looking into that she filed this complaint. She has since spoken to our lead Regional Manager who also offered a transfer to a select unit or to get out of her lease completely. I have been informed that she has chosen to do the latter but to date we have not received a written notice to vacate with a specific date.There are no necessary repairs to be made in the unit or job to finish nor are there any billing adjustments due in her favor. I do however apologize that this relationship has come to this pointThank you-
Frank K***
Regional Manager

Good Afternoon,We sincerely apologize for any inconvenience the construction has caused you.  Construction started on December 12th,2016 and should be completed by the second week of March.    Of course weather permitting.  If the cable company charged...

you any extra fees  to re-install, please don't hesitate to bring any documents to the Rental Office.   Also the noise regulation for the State Of Delaware states construction may start @ 7:00 a.m.  However we will talk to the Company Supervisor and see if work can start a little later.   Thank you and if you have any other concerns, don't hesitate to let us know and  we will be happy to help!