Complaints

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:03/21/2025

  Type:Product 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.

  I received a notice in the mail that stated the Board has chosen to increase the *** from $293 to $301. There was a supposed later email sent out to everyone stating that there was a "special need for assessment" fee of $92.00 with no explanation or itemization of why the cost of the *** has increased to now $393.00/month.

  

  Business Response

  Date: 03/28/2025

  This client community association levied a special assessment effective in 2025, which was required due to significant insurance premium increases. On 5/16/2024 at 1:51 pm, the homeowner was sent a community information email indicating there were looming cost increases for insurance in the new year. On 12/4/2024, the association (through Westwind, as its Managing Agent), sent via US Mail, the official notice from the Board of Directors of the Special Assessment. This notice explained the amount, the reasons for the assessment, as well as payment options. On 1/2/2025 at 1:09 pm, the owner was sent an email update / reminder regarding the Special Assessment, with additional details (including notice that the Board and Management were waiving the administrative fee for any owner who wished to pay monthly vs lump sum, so essentially, no charge / interest would apply to any owner who wished to pay over time. On 3/21/2025 at 7:40 am, the owner sent an email to management questioning a bank payment notice of the monthly additional Special Assessment charge. On 3/21/25 at 8:18 am, management accounting representative sent a reply to the owner with detailed information about the Special Assessment. On 3/21 at 10:03 am, the owner replied stating they 1) had a problem with the assessment levied and 2) asking why there had been no notification regarding this. On 3/21 at 11:14 am, the community administrator responded, detailing the prior communiques which had been submitted on this matter and offering that management would be happy to help by submitting a payment plan request to the Board of Directors on the owner's behalf if desired. On 3/21/2025 at 12:22 pm, the owner responded again, complaining about the assessment and saying there would be a complaint filed with the BBB. On 3/24/2025 at 11:29 am, an additional response with further detail about the nature of the assessment approved by the Board of Directors in this community was provided to the owner, including the certificate of insurance and other governing documents to help explain the assessment. The accusation that no communication, explanation or itemization for the assessment is provably false. Westwind Management Group serves each of our client communities, however, we do not have any authority over the levying of assessments. Our role is to communicate appropriately and as directed by our client Boards. We did so fully in this case and believe this complaint against our business and our staff to be without merit.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23098457
  
  I am rejecting this response because: I would like to keep this open. I received the insurance premium quotes by the staff on the 21st of March. These specific documents were not provided by the company to explain the extra fee assessment of $92.00 per month. It is in bad practice that towards the end of the year this company has increased the payment by ***** dollars; just to add an extra fee at the beginning of the year each month. The average HOA fee in ****** is $247.00/month for townhomes (reference: **************************************************************). We are paying $393.00/month. Furthermore, the Board of Directors who vote on this do not inform owners of a meeting agenda and what is being voted on which causes the increase in fees that we as the owners have to pay, nor are the owners provided meeting minutes as to what is discussed.

  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/07/2025

  While we understand the homeowners frustration with rising costs in the community, Westwind Management Group is not the appropriate party to the complaint. Our company does not set the assessment rates or make these decisions on behalf of the association. Our management professionals have and will continue to do what we can to facilitate communication from the homeowner to their duly-elected Board of Directors who are charged with this decision making within the association. We have provided timely, attentive and helpful service to this homeowner and have fulfilled our duties as the associations managing agent. Finally, all owners have access to the Board meeting agendas, and the minutes of every meeting are posted to the owner portal. Also, all regular association meetings are open to owner attendance, where owners may stay informed and involved in their community and better understand the decisions and how they are made.

• Initial Complaint

  Date:01/06/2025

  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.

  The *** keeps adding late fees and Admin fees after I specifically emailed them proof of all *** payments for 2024. They are professionally terrible as they do not return emails or phone calls so my only course of action is to report them to you. They say I owe $379 as of December 31, 2024 and I owe nothing and every month they put on an additional $85, this should not be allowed as I am an owner of a property at this address. Please help if you can thank you. **** ********* ***.

  

  Business Response

  Date: 01/13/2025

  Dear Better Business Bureau:
  Case # ********
  
  In response to the case number listed above, below is an account of the actions received and taken by Westwind Management Group, LLC. We would be happy to further work with **** *** to bring the account into current status and will be contacting her directly with specific information regarding her account with the community we serve.  
  
  There is a past due balance on **** ***** account and we would be happy to work with her on this matter.  It appears that the monthly payment for August of 2024 in the amount of $254.00 was not received.  
  
  Contact and Communication:
  On 01/25/24, Mrs. *** contacted our office and spoke with Anais, the Accounting Representative, about working with her insurance company to pay the special assessment.
  On 02/07/24, Mrs. *** left a message regarding a water heater issue, which was forwarded to the community email for the Association Manager to better assist with this issue.
  Email reminders and statements were sent to Mrs. *** at **************************************.
  It appears ******* replied to these reminders, but her responses were sent to ****************************************************************************************************,which is not monitored by Westwind Management Group therefore no responses were sent. The email reminders were sent on August 25, September 9, September 25, September 30th, October 17th,October 25th, October 30th, November 4th,November 25th, November 30th, December 5th,December 25th, December 30th of 2024 with instructions on how to contact our office with any questions.  
  
  Please have **** contact Cedar Pointe, accounting representative to submit a payment or request a payment plan to bring the account balance current.  All communication should be directed to ********************************************************** or the ************ direct number to ************. Thank you. 

  Customer Answer

  Date: 01/28/2025

  I am sorry I did not complete my response within the seven business days as I was not able to check my mail. If you havent closed the case, I would like to keep it open. They do not answer their phones or call you back. I have tried multiple times to get them to call me or sit with them with my records compared with their records.. I have sent them pictures of bank statements with their checks. All cashed. I would like to settle this to dispute as I am trying to put the condo on the market as I cannot afford it anymore with the assessments and the increased *** ****. Please let me know if its still a possibility to keep this case open. I just got the mail yesterday, but I have not heard from them since they sent their response. I noticed that they have time to respond to this, but not their phone calls I would give them a very poor rating with the BBB. Thank you for your help.. **** Cox 

  

  Business Response

  Date: 02/10/2025

  After receipt of the initial complaint we reached out to Ms. *** via email on January 14, 2025 as she was emailing us at a non-monitored email address of "******************************************************************************".  Ms. *** never responded or contacted our office after we sent that email and the below rejection was the first response we got.  Upon receipt of the rejection of this matter being resolved, we contacted Ms. *** via phone.  We informed her of our communication attempts to resolve the account matter with her and came to a mutual resolution on this matter.  We have done everything we can to help Ms. *** resolve her account issue accordingly and believe it has been resolved.  Thank you!  

• Initial Complaint

  Date:09/03/2024

  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.

  I am a tenant at the ************* in *********. Ever since WestWind took over the Property Mgt contract in Jan of 2024, the property mx has gone downhill. The common areas are not maintained to prior standards, such as lights out in building hallways, garbage stains in stairwells, pool, whirlpool and common area grill completely non-operational for the entire summer ********* to Labor). The pool area is the main concern for many, as it includes a large swimming pool, whirl pool and common area gas grill. The main pool was opened late (after Memorial Day and was only open for a wk or so, until drained, without any communication to the masses from the Property Manager (******** *****. Over a month went by until any communication from the ** came out to the owners/tenants saying there was a leak in both pools and work will be completed in the near wk. This message came out on 9 July. Nearly a month went by until any other update came out, which was dated 2 Aug, and said that the pool still had a leak in the heater, but they were striving to have it completed by the weekend, but to stay out of the pool facility until an official email was sent to the masses by the **. It is now 3 Sept, and zero follow-up message on the pool facility has been sent out by the **. One of the main reason people buy or lease at this facility is because of the nice pool facility, but it has been non-operational with very little to no communication. I understand that mx issues come up, but communication is key. People pay good money to stay here, and the non-communication from WestWind is leaving renters and owners to believe that they are completely negligent in their duties, and honestly, people collecting money for this long with no actions being done, starts getting into the negligent/fraudulent contract conversations. Lastly, the common grill is broken, and has been reported for the entire summer, with no actions being taken. Occupants are def not getting their moneys worth!

  

  Business Response

  Date: 09/13/2024

  We are the management company that executes the Board's direction and policy.  Several independent vendors are responsible for the recurring maintenance areas referenced above.  Unfortunately, the pool had a leak(s) that had to be identified and then repaired.  Leaks were identified and approval to complete the repairs was obtained from the Board as soon as possible.  We sent several communications on what was going on and why the pool was closed; June 6th, June 11th, July 10th, July 18th and July 31st.  The owner of the home you have rented from should be able to forward on any communications they receive in reference to the community and the status on amenity repair items.  Unfortunately, we have not received Board approval to complete any repairs or replace the grill at this time.  Proposals have been obtained but not approved by the Board.  Westwind will continue to do what we can to ensure the amenities are in working order within our limited ability to do so.  Many items will ultimately require the review and approval of the Board of Directors.  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22231890
  
  I am rejecting this response because:
  The WestWind Property Mgr is wrong in their response.  I have good communications w/owner, and there have only been two community wide emails, which the first one was not until 10 July that did give the breakdown by day of the pool repairs.  For almost a month prior to that, owners and tenants were kept in the dark.  You may have had individual conversations with owners either by phone or email, but no community wide emails were sent until 10 July. There was not a community wide update to the 10 July message until 2 Aug, which stated the leaks were repaired but the pools remain closed until another mass email was sent and stated, residents that failed to comply could face reprimand action by the Association. There was never an email sent back out saying the pool was cleared and now open.  As far as the grill and other items, it is my understanding that WestWind is also the ********** therefore trying to deflect in your words, just makes it worse.  This is a WestWind issue as a whole.  People pay a great deal of money to live here and your absolute failures to provide included amenities is completely frustrating owners and tenants, and is unsatisfactory. Your continued lack/failure in communication is evident!  
  Sincerely,
  ******

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair 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.

  Westwind Management Group has sent me a fine for an infraction that has been proven false. I have been working with **** for over a month now about resolving some of the issues we have had. I have paid fines before that were accurate and I did not make a fuss. This most recent fine which was filed on February 5th 2024 is stating we have Boats, Trailers, RVs, and commercial trucks on our property. This is 100% false. They are referencing pictures that were taken from years before when we had a trailer on the property for a couple of days while someone was moving out. Since that time there have been ZERO vehicles like that on the property.The $200 fine has been contested with the organization and they refuse to refund the bad fine until ALL other association complaints have been dealt with. I do not think it is fair, or acceptable business practices to process fines from events that happened years ago. There is likely a limited time frame this can be filed.Even at a HOA meeting this past Thursday, one of the board members said "Oh, that shouldn't be a fine." once my side was explained.All I'm asking for is the fine to be pulled back. They appear to have a vendetta against my family due to recent rule changes that only apply to my household but that's another story.The provided picture shows the fine and what offense it was tied to OVER TWO YEARS AGO. They are finding any excuse they can to fine my residence.

  

  Business Response

  Date: 02/28/2024

  We are in receipt of the complaint and looking into this matter further.  Unfortunately our response was delayed as the email was sent to an employee who was out of the office.  We will update our response once we have looked into this and anticipate doing so by March 1st at the latest.  Thank you!

  

  Business Response

  Date: 03/04/2024

  Here is our additional update.  We did not see a way to submit this directly to the consumer.  Please forward this on.  Thank you!

  Thank you for your inquiry to the fine on the account for the trailer. Westwind has reviewed the compliance issue that was sent to you stating a trailer was parked in the driveway. Upon further review of this compliance issue, it has been determined the trailer has been removed and the $200 fine will be waived from your account.  Please note Westwind on behalf of the ***** of ********* and community must administer the covenant enforcement policy for all Rules and Regulations in the community in the future accordingly. Thank you!

  Customer Answer

  Date: 03/05/2024

   
  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.

  The business in question has sent me an email stating that the refund will be issued shortly. I am closing the issue in good faith that this will be true.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2024

  Type:Order 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.

  Home owners association charges $285 monthly for many different services that are not being performed. In this instance the service is snow removal to include shoveling walkways and plowing the parking area. This is the 4th occasion this winter that the *** has failed to provide these services and this is have a largely negative impact on the residents of the community. This morning I watched my elderly neighbor struggle to get from the parking area into his home because of the snow, and I took it upon myself to remove the snow from his walkway and others to help my neighbors out. Part of my complaint is wondering why I spend $285 a month to an *** that does not provide its services that I sign a contract for. I would like to pursue a legal action if I do not see immediate change or compensation from the ***.

  

  Business Response

  Date: 02/08/2024

  The ************* *********************** Yearly assessments total $3,444 ($287 Monthly)per home, of which approximately $120 yearly per home are allocated for snow removal with a yearly budget of $35,000.  See attached budget.  The balance of the homeowner payments are to pay for numerous other expense line items.  
  
  The Associations snow removal contract with the vendor calls for sidewalks to be shoveled when snow reaches 2 inches or more, and drive lanes to be plowed at 4 inches or more. This is the standard trigger depths for most Homeowner Associations to have the snow vendor respond, and they are required to respond within *************************************** most cases the vendor responds within a few hours for the community when the requirements have been met and provide a good service.
  
  The Association does not contract to have a response after every snow event, as that would be cost prohibitive, and people would have to pay higher assessments for smaller snow falls that *** melt in a few hourstime. The Association does however, pay extra fees to the vendor to attend the community to do ice mitigation the days after snow falls have occurred to help control ice in dangerous areas (especially north facing areas) for the safety of residents.
  
  The large snowfall that took place this past weekend on February 2, was very unusual in that the snow that fell was of the wettest,heaviest kind. These types of snowfalls, that do not normally take place till late March or ***** are very difficult to clear from labor aspect as crews tire quickly in the heavy water filled snow, even plowing with trucks takes significantly longer. The Vendor was delayed in attending the community on this occasion and took a very long time to clear the site due to these reasons. This is not the only community serviced by the vendor, and though ************* normally receives prompt service due to their proximity to the vendors office,they cannot always be serviced first.  We continue to work with the snow removal provider to help ensure timely clearing of snow in accordance with the Association's snow clearing policy and triggers.  

  Customer Answer

  Date: 02/09/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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.

  I live at a condo community where Westwind is the Management group. Unfortunately, the roof at my condo leak in July 2021 in which I had damage to my wood floors. After a lengthy battle to get roof and floors repaired we came to an agreement I would supply the wood and *** would pay for labor. Turns out the people hired to repair the wood had no idea how to do it. After a few months the floors started pulling apart and buckling. I spent money out of my own pocket to repair. Here were are now in july 2023 and the SAME leak has again happened. It comes through the smoke detector and sets it off. I had to take down the smoke detector since this happened in July 2023. I have tried to put it back up, but but it will again be triggered by rain. I was told my point of contact at West wind is *************************. She has been unresponsive to the need to repair the roof/leak ( before my floors again are ruined ) check for damages and repair the roof. I have again lived with this leak in my roof for months while the *** will not help me. I finally stated I would have to seek counsel. I then received a call that "someone" would check for mold/damage and give a review of how to repair. But when I called that company for results he stated I needed to get this info from the ***. ******* from the *** will NOT respond. Please help me get this issue fixed. I pay over $400.00 month is *************** and have the right for this to be fixed

  

  Business Response

  Date: 11/22/2023

  *****'s concern regarding a current maintenance issue at the home is valid and in fact, the ***** of ********* in the community have been directly involved and working to address it. We are new to the community, starting service only as of 9/1/23, so cannot speak to any issues prior to that time. We are aware the owner has been dealing with a board member directly on the recently reported leak. Management was advised that the board has had the roof inspected and is exploring all possible solutions. The issue was on the published agenda for the board meeting 11/20/23.  As for the mold which was reported, the board authorized management to send out a company to test. The owner was aware of this and had asked for the report, which the board indicated it would review at their meeting and have subsequently agreed to provide to the owner. We communicated with ***** along the way and  ensured she was given the opportunity to address the board at the meeting. Our review of communications shows we have generally been responsive to this issue and communicated the same with ***********  If there is anything else we can do to help further resolve this matter, please let us know.   

  Customer Answer

  Date: 11/30/2023

  Its correct that Westwind is the new property management company starting on September 1st. However, here are the specific issues:
  I sent an email on 10/10/23 and ******* responded on the same day, but she only addressed my request on if there was a prior mold inspection report but did not respond to my question regarding on how to request a new mold inspection on the portal. Therefore, I went ahead a filed a request for the mold inspection report on the portal even though I never received a response.
  On 11/1/23, I send another follow up email since I had not heard back since the 10/10 email requesting an update on if there was an old mold inspection report, status of request for new mold test, and update on roof inspection and repair. I also requested the date of next HOA/Board meeting.
  The mold inspection report was done on 11/9/23 even though there was no response to my email on 11/1. Therefore, I sent another follow up email on 11/16 requesting a copy of the report and status going forward.
  ******* send an email response on 11/17 that addressed some of the questions from my emails on 11/1 and 11/16.
  We had a Board Meeting on 11/20 that ******* attended as well. We were informed that they received the mold inspection report and were going to review prior to sending to us. ******* sent us a copy the following day. ******* also told us that we should expect responses from her within 48 hours. As reviewed above, there is one example of us not getting a response for over two weeks and other emails that she responded to only partially addressed our email.
  Finally, we were also informed there were two other units that had water damage from the roof leaking that are very close to our unit and they had an inspection and did not include our unit for some reason.
  The issue of the roof leaking has been a long term problem and its been frustrating dealing with the lack of urgency from the board and the management companies that have been informed of the issue. We hope that ******* and Westwind will understand our frustration and finally get the issue resolved in a timely manner and be more responsive to our requests/emails. Thanks.
  

  

  Business Response

  Date: 12/14/2023

  We sincerely apologize for any delayed response to **************** communications that *** have occurred in the past.  We have recently had numerous communications on this matter with ************..  We have a one business day response expectation for all of our employees and if ************ does not receive a response within one day we request she lets us know.  She *** do so by contacting our COO, *************************** at ***********************************************************. We acknowledge a recent email that was sent when our manager was out of the office which there was an automatic reply provided.  The manager then responded the same day upon returning to the office.  We have been communicating that this matter requires Board review and approval.  Once the Board approves of the work, we are then able to coordinate it accordingly.  Westwind does not have authority to authorize this work without Board approval.  As of today it is our understanding that the Board has approved completing the roof repairs and communications will be provided to ************ on this matter accordingly.  We understand the sense of urgency and are attempting to work through this as quickly as possible.  Westwind is not able to do anything else to further expedite resolution.  We hope to see this matter fully resolve to **************** expectations in the near future.       

• Initial Complaint

  Date:09/21/2023

  Type:Product 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.

  HOA Violations were not accurate and is a form of bullying.

  

  Business Response

  Date: 10/06/2023

  We have emailed the homeowner to obtain additional information in hopes of resolving any concerns to their satisfaction.  

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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 have been paying my bills online and have proof. I got a bill yesterday for 180 dollars! I cant get a hold of anyone! I try to login online now and password reset cannot find my account!!! what is going on??!??!

  

  Business Response

  Date: 06/28/2023

  We have called ********** and spoke with him to work through the notice he received.  We have followed up with an email to him asking him to provide a copy of the notice he received to resolve any concerns with his account.  We consider this complaint resolved.    

  Customer Answer

  Date: 06/29/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/31/2023

  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.

  The *** website to pay a bill is not working and our bill is now past its due date and no one from Westwind will call us back to resolve the issue now we will have to pay a service fee.

  

  Business Response

  Date: 06/08/2023

  FYI, we did not receive an email of the BBB complaint and only received a copy via mail.  Please contact us to ensure the email notification occurs into the future.  Upon receipt of the mailed BBB Complaint, we immediately called **** and provided her with the necessary information.  There were no late fees assessed due to the change in ACH payment process.  We believe we have resolved this matter accordingly.  

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair 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.

  My car was parked in visitor spot on April 24th. On April 24th at 7:00pm an orange sticker was placed on the car with clearly marked instructions stating car would be towed on Thursday April 27th if vehicle was not moved before then. On April 25th before I had a chance to even see the sticker car was ordered towed by *** at 5:56pm less than 24hrs after putting sticker on car. Left home on April 25th at 7:00pm to get food and car was gone. After the initial shock of what happen to car figured out it was towed by *** less than 24hrs after issuing warning. ******** law gives owners 24hrs to move car from location what the *** did was illegal. I had to leave work earlier to pay 325$ to recover car using vacation time from job to do so. This is unacceptable behavior and completely illegal. I have provided a picture of the sticker on car clearly stating vehicle would be towed on April 27th and was towed less than 24hrs later. I also have ring footage showing car being towed time stamped April 25th 5:53pm along with receipt from tow company showing they were instructed by *** to tow car then. What took place is completely illegal and the lawsuit is not off the table at this point. From the shock of car being gone and the following stress caused having to leave work earlier this behavior is not acceptable treatment of tenants. I do not understand this treatment from I paid good money to live here, and the experience has been terrible.

  

  Business Response

  Date: 05/02/2023

  After further reviewing this matter, we believe there may have been an administrative error in the application of the Association's parking policy between in our office and the Association's volunteers.  As such, we are sending a full refund of the towing charges.  Please let us know if you need anything else.  

  Customer Answer

  Date: 05/03/2023

   
  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.
  
  Sincerely,
  
  *******************************