The Westover Companies

[redacted] states that he's had numerous problems with the main office.  I have overseen the property for 5 years and have never received any communication from [redacted].  Several weeks ago, [redacted] 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 [redacted] post stating [redacted]'s complaints.  I  called [redacted] on January 19, 2016 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, 2016 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 [redacted]'s apartment, but the smoke detectors will be inspected today.When [redacted] and [redacted] 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, 2015 was sent to [redacted] and [redacted] 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 60 day written notice to vacate.On January 12, 2016, [redacted] and [redacted] submitted their written notice to vacate the apartment as of either "February 15th or 16th 2016".  On January 13, 2016 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 February.I explained to [redacted] 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 [redacted] 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, [redacted] and [redacted] are responsible for the Insufficient Notice Penalty.If I can provide any additional information, please do not hesitate to contact me.Sue Y[redacted]Lead Regional ManagerWestover Companies

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

[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 complaint was not resolved.Franks boss already gave me permission to move out a month prior to our lease date.Our lease is up in May so we got permission in an email and voicemal from Frank's boss,Sue Y[redacted] before this complaint.We have now been in the apt without a washer for 3 weeks.We want an apology from Frank for his rude and misleading comments about me.Frank stated that we refused a washing machine.What he DIDN'T write was we refused an old,DIRTY,RUSTY,machine from 2 of his maintenance men who came UNPREPARED to install it.No tarps,nothing to secure the rusty machine.Frank didn't address the fact that when the men removed the leaky machine from my apt ,the men damaged my carpet and they left the blindfold doors off the hinges Frank needs to apologize for lying about giving us a whole new bathroom when what actually happened was the bathroom tub and surround had to be bone over due to poor maintenance men who didn't follow the orders of the Health Dept to install purple or blue board.Frank needs to apologize and pay for damages my children occured from the mold and mildew in the shower and tub surround.Frank needs to have his property manager apologize for calling the police saying I was threatening her.THE POLICE FOUND NO THREAT,JUST A BRATTY MANAGER WHO DOESN'T want to be bothered to help her resident of 8 years. I HAVE NO washing machine,but I have 2 teens and a husband.I have no access to maintenance since [redacted] called the police.Frank also lied and said that I took my washer apart.I put my rent in an escrow account which was sent to the office certified mail.I am now at the laundromat everyday which is located in 3 towns away from Marlton.Frank needs to do my laundry.
Regards,
[redacted]

Dear [redacted],I sincerely apologize for any inconveniences these issues have caused you.  Customer service and satisfaction is very important to us at our company.  We do understand that you did contact the [redacted] office management and their response to you is that the floor would be...

looked at upon renewal for possible replacement.  If you are asking for your floor to be replaced sooner than the renewal date, please contact myself, Kelly S[redacted], the Regional Manager for [redacted] Apartments at ###-###-#### and I will certainly make an appointment to come up and inspect the floor with you, with the property manager present.Please do not hesitate to call me with any questions and I look forward to you setting an appointment.Sincerely,Kelly S[redacted]Regional ManagerThe Westover Companies

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]@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,

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 Manager
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I was already told that the [redacted] person was not on the lease. I know for a fact that she did not live there. I was also told by the companies Atty. That all of my family's belongings were either taken or destroyed. This company is a fraud and a liar. I would not recommend that anyone live in any of their residences. This response is rejected.
Regards,
[redacted]

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 [redacted] 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 point.Thank you-Frank K[redacted]Regional Manager

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

There was a roach issue that was brought to our attention by [redacted].  However, multiple exterminators had treated their unit and reported not seeing any roaches.  [redacted] will...

then come in and give us conflicting reports, saying that they are finding roaches on their toothbrushes and silverware etc.  [redacted] was in the office yesterday morning showing Staci pictures from the night before of roaches in unit, saying he has seen at least 40 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. [redacted] asked for our assistance in this and we told him no. If he wants to put his money in escrow, that is something he has to do with his bank. The 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 escrow. As per the Lease Agreement, residents receive a 5% late fee on any balance they owe as of the 7th of the month. We then proceed with court proceedings as of the 15th of the month if they still have not paid.
 
Our company has not been negligent. We have paperwork proof that every time [redacted] came in, we sent in our exterminator. There is noone else in the entire buidling that is having any issues with roaches or any other bug. We have inspected his unit and every other unit in building to make sure that it wasn't coming from somwhere else. There was not one time that us or the exterminators went in and saw any type of bug in their unit. We have all documentation of when [redacted] complained and we immediately took action. There was about 2-3 weeks that went by and we heard nothing from [redacted] and then out of the blue comes in the office yelling that he isn't paying his rent because he's infested. Again, we heard nothing for weeks and then when we go over there after he says this, there is nothing found in his apartment.

---------- Forwarded message ----------
12.8000001907349px; font-family: arial, sans-serif;">From: Karen C[redacted]<[redacted]@westovercompanies.com>Date: Wed, Jul 8, 2015 at 10:27 AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>Good Morning, I forwarded this complaint to the Regional Manager in charge of [redacted] Apts, where this resident is from. You should be hearing from her very shortly. Thank you. _Karen_

[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: I was not beligerant I was asking her to simply verify my residence. That is all they were asking. Also when I signed my original lease with the first property manager she explained to me that my lease had a 6 month termination option but it was still a 1 year lease. That's why I signed it and she said that she would give me a copy of the 6 month clause or what ever she called it but I was not able to catch up with her to get it. And 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 out. But I was still charged the fees. I 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 mistake. Also 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]

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 apartment. The property manager told me about the income requirements for guarantors and made no mention of ANY income requirements for residents even when I asked. They waited until mid-July, about a month before my move-in date, 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 of. I will definitely NOT be recommending their company anytime soon.

We were informed of the death of our resident, [redacted], by the woman living in the apt. with [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.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[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: I have still not received a phone call from [redacted] or west over companies. also after filing the complaint [redacted] gave me a notice stating that I was terminating my lease early and I owed an additional $1700 or more and that I owed $2000+ on august first. I am not terminating my lease early when I signed my lease with the first of atleast 3 property managers I was told my rent for a 1 year lease would be $756 a month but since I wanted a 6 moth move out option it was $856 and that is what I have been paying. I want them to call me! and try and resolve this civilly.
Regards,
[redacted]