The Westover Companies

Spoke to former resident on 6/29/17.  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 $ 250.00.  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

Good Afternoon [redacted],I sincerely apologize for any misunderstanding with the monies owed at move out.We non-renewed your lease for July 30, 2015 ( 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 60 days notice: $2964.00 ,One Month Penalty : $1482.00, May Rent 1st thru 28th :$ 1338.58,Court cost$36.00, May's Late fee: $69.19 Water for February, March and April $266.63. Also you were charged for carpet cleaning of $103.00.   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!

We made an offer of reducing amount to $248.53. Westover stands behind the charges. We are not waiving the charges. This is money that Westover had to spend to correct the damages in your apartment. I understand that you don't agree with the charges, but this was negligence on your part as the resident. If you knew that the apartment smelled of cat urine since you moved in, then you should have made the office aware or at the very least you should have documented on your move in inspection sheet that you filled out at move in.This was your responsibility as the resident. We had no way of knowing there was an issue prior to your move out, therefore you are responsible. We put a hold on your bond claim because of our offer, we will now follow through with the bond claim. You are rejecting our offer for the 2nd time and we are not waiving the charges.

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

This complaint was acted on immediately by on site management and pest control contractor.  there are centipedes in the unit from time to time given the first floor location of the apartment but we doo offer monthly extermination service free of charge for anyone who requests it. ...

Ellen, the Manager of the property offered to transfer resident to an upper floor apartment for the same price and lease terms which would avoid them suffering any penalties for early lease termination.  The resident never responded back to that offer and instead filed this complaint.  They have also not paid their September rent which was due on the first of the month. we are happy to honor the transfer as previously offered.  If the resident chooses to move out completely all of the lease break penalties will apply.Frank K[redacted]RPM

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have agreed to make the payment of [redacted].** and will be submitting a check to ** in a few days.
Regards,
[redacted]

Residents have the opportunity to request a walk through of their apartment with our property staff before they vacate the apartment.  If the walk through is not requested, the apartment is inspected once it is vacant.  In this case, the apartment was inspected and there were many stains...

throughout the apartment, which required us to replace the carpet.  We always take pictures of any damages in the apartment and have them on file for viewing.  Residents are not charged the full replacement cost for the carpet.  They were only charged a pro-ration amount based on how long they lived in the apartment.  The Security Deposit Worksheet is mailed to the forwarding address provided.  Residents are given the opportunity to make payment on this amount before it is submitted to the credit bureau for collection.  Also, there was an error with the lease paperwork.  As soon as it was brought to our attention, we immediately fixed the issue.  Thank you.Sue Y[redacted]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 response. If 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 false 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 behavior. All 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]

From: Jenel M[redacted]<[redacted].[redacted]>Date: Tue, Dec 29, 2015 at 12:04 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] <[redacted]@cwm.legal>Dear [redacted]: My name is Jénel ** 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 false 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,

We were informed of the death of our resident, [redacted], by the woman living in the apt. with [redacted], [redacted]. She is listed on his lease as an occupant. She returned the keys to the rental office on 12/4/15. [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 deposit. This is to prove that he is legally appointed to handle [redacted]'s affairs. Once we have this document, we will be happy to return the security deposit. Upon inspection of the apt., we were made aware that the apt & the contents are infested with bed bugs. It 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 apt. can be treated. Thank you.

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 10/31/2017.  Unit was checked 11/2/2107.  [redacted]’s rep came out and checked 11/3/2017 and treated unit 11/6/2017.   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.

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]

I was made aware in the last week that Miss Epps did not recieve her refund from back in 2015.  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 2015.  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 complaint. Frank K[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The problems that were "fixed" are still not fully fixed. This company has terrible maintenance and have actually made several things worse after coming in. The faucet in the bathroom tub has been replaced, but is now hanging by a thread on the wall. The tiles are now falling off around it. Maintenance never actually tested for mold as we requested, and instead merely painted over everything again. And in painting this time, they stripped the walls and then painted. This is hands down the worst paint job I've ever witnessed. There are paint drops all over the bathroom tiles, the sink, the toilet, and there are big clumps of paint bubbles all over the walls. The 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 be. There are also a few spots they missed, and it is really obvious as you can see a distinct difference in the shades of paint. The 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 time. Once they replaced the toilet seat with a brand new seat, the painter then stood on it, left a boot imprint, and paint drops on it. We've also informed maintenance numerous times about losing hot water really fast. They 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 knobs. This was determined to be a lie when my wife then saw them unloading a new hot water heater. She took pictures of maintenance doing this, after they assured us the hot water heater was not a problem. And 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 (1/23/16 or 1/24/16). We've called the 24 hour emergency maintenance number provided to us numerous times for them to come out and fix this. We've also mentioned the heat not working properly in our unit. Maintenance told us they would take a look at it. It still isn't working properly as they never looked at it. The list goes on. When 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 $900 and $750), but you should also be hiring outside maintenance to come in and fix this train-wreck of a property. Ms Y[redacted], 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 problem. I 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 calls. Your 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 money. You really should be ashamed of yourselves.  
Regards,
[redacted]

Spoke to [redacted] and offered him to transfer based upon his situation to # 72 for $ 1,151.00 per month.  Explained to [redacted] what he would need to do in order to transfer.  [redacted] has agreed to this settlement.

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]

The attachment that you provided states, June and July rent will not be charged..   This was and  is  correct!  I have stated three times through my responses, you were  never charged rent for June and July,2015It was your responsibility to provide 60 days notice in writing to leave on May 28, 2015.   Which I am unable to find any notice from you stating this!   I understand there was an eviction scheduled and you decided to move before this took place.   However, you were responsible to pay your rent up to the date you turned in keys. If you would like to make a payment on your collection account you may.   Please contact [redacted] at ###-###-####.   They will be happy to provide any assistance needed in the future.

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

We extend our apologies to [redacted] again for the bad experience he has felt with the situation in his apartment.  Although there are different answers of where fleas can reside, come from and continue to reside, we rely on facts and base our decision on those facts.   In attempting not to repeat from our last response, we will add to our response.  Our painter that we contract to work at the community was scheduled to go into the apartment on 11/1/2017 to view his job and start his preparation.  While in the apartment and prepping, he noticed fleas all over his shoes and pants and saw some on the carpet as well.  He left the apartment and notified the manager and could not continue his job until the fleas were under control.  The manager did go up on 11/2/2017 and that is when she found the dog smell and then upon rolling the carpet back, found numerous stains soaked through the carpet which indicates more than a general spill or food spill which Carlos had indicated.  The stains were soaked through the carpet and padding which were not there at move in since it was a brand new install (bill on file).  We based our decision on the report back from the painter (on file), the professional opinion of [redacted] who is trained in fleas and the fact that is was contained only in the resident’s apartment.  These facts are what we based our charges on since no other apartment nor the building was found to have fleas.  We offer again to have Carlos come into the office and view all the backup, the painters statement, [redacted]’s report and talk with myself, Kelly Savage, the Regional Manager.  Please have Carlos call and we will certainly meet with him.    Kelly S[redacted]Regional Manager