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:01/30/2025

  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 had signed a lease to this apartment complex in August 2024, just two days before I moved in (lease already signed) someone was murdered outside the front doors of the building. I moved into a disgusting apartment, blood on wall, caked up residue in bathtub and marks on the wall. I had discussed this problem with management and they did not seem to care. I tried to resolve with roomate (who is apart of the staff at the building) and he cleaned the kitchen and stuff. A month into moving into the apartment, he moved a woman onto my couch without asking me; without her paying a dime towards are rent, which is against the lease policy. Ive woken up several times in the night, choking and i mean CHOKING on marijuana smoke in my own room becaus my roomate doesnt have the decency to blow an illegal drug out of the window. Third, he moved a random dog out of nowhere into my apartment space without asking or confirming anything; mind you he complained about himself being allergic to dogs when I brought my *** over one night. I have since reached out in a personal meeting with the property manager who not only shared NO remorse but then got smart with me everytime I shared these complaints, did not enforce her employee follow th LEASE agreement which he clearly broke on multiple occasions. I was told by the manager that there was simply nothing she could do with clear intent that she did not care about my wellbeing and safety at the apartment complex and just wanted to be as disrespectful as possible to get me to leave. Im seeking a major way to get out of this lease and not have to pay it out, this is completely unacceptable and matches all the reviews theyve given, I need help

  Business Response

  Date: 01/30/2025

  We have given this tenant the options allowed by the lease. The following was sent to him: 

  Thank you for reaching out to me regarding your concerns about your lease at Westmar Student Lofts. I understand your frustrations and the difficulties you've experienced. I also appreciate you taking the time to detail the issues you've encountered, from the initial condition of your apartment to the ongoing problems with your roommate and the property.
  
  I've reviewed your request to terminate your lease without penalty. Unfortunately, based on the terms of the lease agreement you signed, the only option available to you at this time is to find a qualified relet. We cannot release you from the lease obligations without a successful relet. You also have the option to pay the remaining balance of the lease in full, or allow the lease to be sent to collections. 
  
  I understand this is not the news you were hoping for. While I cannot unilaterally terminate your lease, I can offer some assistance with the reletting process: We will process applications from potential relets according to our standard procedures. Please encourage any interested parties to contact the leasing office directly to begin the application process.
  
  Regarding the specific issues you raised:
  
  Apartment condition: We apologize for the condition of your apartment upon move-in. This is certainly not the standard we aim for, and we will address this with our cleaning and maintenance teams to prevent similar issues in the future.
  Roommate issues: We take violations of the lease agreement seriously. While I cannot discuss specific personnel matters, I assure you that we will review the situation regarding your roommate's actions. 
  Property safety: The crime in ******* is not subjective to just Westmar. This is an issue at every point of the city which is why we employ 24/7 security at the front desk, 24/7 roving security, as well as on-site management.
  Transfer: We can offer you a transfer to another apartment at Westmar. We can waive the transfer fee in this instance.
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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 moved out of the apartment on Tuesday, July 23, 2024, and the move-out inspection was conducted on Friday, July 26, 2024. On Monday, July 29, 2024, I received an email notification detailing several charges that I believe to be unfair and inaccurate. The charges and my reasons for disputing them are as follows:Wall Damage $60 The photos included in the inspection report do not indicate any wall damage. The walls were in good condition when I moved out. I believe this charge is unwarranted.Cleaning Fee $60 The bathroom was thoroughly cleaned before I vacated the apartment. The inspection photo showed a toilet with ***** matter, which suggests the issue occurred after my departure. This charge is unjustified.Bathtub Replacement $450 The bathtub's lining had been peeling since the day I moved in, as documented in a prior room inspection photo when I requested repairs. The tub remains usable despite further peeling, and according to Georgia's Functional Obsolescence Law, the apartment complex is liable for such wear and tear. This charge is unwarranted.Bathroom Sink/Mirror/Cabinets/Counters Damages $200 The bathroom sink, mirror, cabinets, and counters were intact when I left the apartment. The inspection photo showed a split wooden shelf, which indicates damage occurred after my departure. This charge is baseless.Pest Control $133.34 The inspection form states there is no serious pest infestation issue, yet I am being charged for pest control. Cockroaches were present only in the kitchen and common area, not in my room. My roommate had previously requested pest control services, which were never provided. This charge is unjustified.I have attempted to resolve this matter directly with the apartment complex, but my concerns have not been adequately addressed. I am requesting the Better Business Bureau to assist in mediating this dispute and ensuring the removal of these unjustified charges, which total $903.34.

  Business Response

  Date: 08/07/2024

  Hello, 

  Based on a review of the account. The charges for wall damage, bathtub resurface, and pest control have been removed. We have reached out in regards to the remaining charges with the pictures of the apartment.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22096393
  
  I am rejecting this response because:

   Bathroom Damage Charge: Upon reviewing the Move-Out Inspection photos, I noticed inconsistencies that call into question the validity of the charges. Specifically, the photos show two different countertop colorsone tan and one black with white-speckled dots. My bathroom did not have a tan countertop, which indicates that the photo showing the missing drawer and wood chips on the floor cannot be from my bathroom.

  Additionally, the presence of wood chips on the floor, presumably from the broken piece of wood shown in another photo does not match the condition of my bathroom. One of the photos also shows the corner of an open drawer that does not match the missing drawers in another photo, suggesting potential tampering. These discrepancies undermine the credibility of the evidence provided, making the charge for bathroom damage invalid.
  Cleaning Charge for ***** Matter: The photo showing ***** matter in the toilet, even if valid, does not justify a $60 cleaning charge, as the issue could have been resolved with a simple flush. Given the inconsistencies in the other photos, I also question the reliability of this evidence. As such, this charge should be reconsidered and removed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/13/2024

  All fees were waived. The balance is $0.

   

  Thank you!

  Customer Answer

  Date: 08/15/2024

   
  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:05/20/2024

  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.

  Company is still billing for remainder of lease balance, even though at court there was an agreed amount owed.

  Business Response

  Date: 05/21/2024

  Account will reflect accurately by close of business today. The keys were not turned in or office informed by tenant she had vacated the premises. 

• Initial Complaint

  Date:03/20/2024

  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 writing to express my extreme dissatisfaction with my living conditions at Westmar since May of 2023. When I moved in on short notice, I was given multiple leases to sign, culminating in a 15-month lease that I never agreed to. Since then, my experience here has been nothing short of a nightmare.?The hallways in our building are consistently filthy, with trash and debris littering the floors. The pest problem is out of control, with an infestation of roaches that can number in the hundreds crawling on the floors and surfaces of my unit. The leasing staff is incredibly unresponsive, never answering the phone or replying to emails regarding maintenance issues or concerns within the apartments.?To make matters worse, there are frequent and random fire alarms that blare throughout the night, causing disruptions and leading to a lack of urgency in the event of a real emergency. The constant stream of leasing staff entering the units for "inspections" twice a month provides zero privacy and adds to the overall feeling of chaos and discomfort.?I urge you to take immediate action to address these severe and unsanitary living conditions. It is unacceptable for students to be subjected to such and inhabitable environment. I am requesting that you address the pest problem, cleanliness of the common areas, and overall lack of responsiveness from the leasing staff.

  Business Response

  Date: 03/21/2024

  The individual completing inspections on your unit was actually our onsite Community Manager. Emails have been sent daily since the start of quarterly inspections this month informing residents that their unit will be visited and for what floor we will be touching on that date.
  
  Additionally, emails were sent out to indicate that Cintas would be onsite to replace sprinkler and fire systems and would be onsite for the duration of the month. However, we do apologize for the late building-wide alarms.
  
  
  From further review of your account, there have only been two work orders submitted that have both been marked as completed. I am more than happy to put in any additional work orders as these must be submitted for maintenance to properly address any unit issues.
  
  
  I have gone ahead and placed your unit down for pest control treatment. Please note for any pest-related issues always feel free to contact the office as we have complimentary pest vendors that will come onsite Tuesdays and Thursdays to treat and spray any units indicated.
  
  
  After checking with all team leads, there do not seem to be any additional emails regarding any issues with your unit. We are more than welcome to walk your unit tomorrow to go over any issues but can you please confirm that the animal will be properly put up as well as you indicated you had Covid. Once confirmation is received, we will schedule the unit walk accordingly. 

  As per the terms outlined in the lease agreement, the "early move-out" section specifies the conditions under which a reletting charge may apply, solely contingent upon finding a qualified individual to take over your lease. In light of your request, we would like to clarify that your two available options are either to actively source a qualified replacement tenant for your unit or to fulfill your responsibility for the remainder of the lease term as per the contract.

• Initial Complaint

  Date:03/20/2024

  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.

  -inhabitable living conditions -pest -safety concern -unresponsive staff

  Business Response

  Date: 03/21/2024

  The individual completing inspections on your unit was actually our onsite Community Manager. Emails have been sent daily since the start of quarterly inspections this month informing residents that their unit will be visited and for what floor we will be touching on that date.
  
  Additionally, emails were sent out to indicate that Cintas would be onsite to replace sprinkler and fire systems and would be onsite for the duration of the month. However, we do apologize for the late building-wide alarms.
  
  
  From further review of your account, there have only been two work orders submitted that have both been marked as completed. I am more than happy to put in any additional work orders as these must be submitted for maintenance to properly address any unit issues.
  
  
  I have gone ahead and placed your unit down for pest control treatment. Please note for any pest-related issues always feel free to contact the office as we have complimentary pest vendors that will come onsite Tuesdays and Thursdays to treat and spray any units indicated.
  
  
  After checking with all team leads, there do not seem to be any additional emails regarding any issues with your unit. We are more than welcome to walk your unit tomorrow to go over any issues but can you please confirm that the animal will be properly put up as well as you indicated you had Covid. Once confirmation is received, we will schedule the unit walk accordingly. 
  As per the terms outlined in the lease agreement, the "early move-out" section specifies the conditions under which a reletting charge may apply, solely contingent upon finding a qualified individual to take over your lease. In light of your request, we would like to clarify that your two available options are either to actively source a qualified replacement tenant for your unit or to fulfill your responsibility for the remainder of the lease term as per the contract.

• Initial Complaint

  Date:11/20/2023

  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 moved in Sept 8th & after just days of moving in I observed small roaches in the kitchen and my bedroom. Like whenever I was eating at the bar area, roaches would crawl up towards my food. So much so that I had to start eating sitting at the couch to escape the bugs. (This was not documented because I wasnt thinking it was going to be an ongoing issue). However, I did go to the office immediately and ask to be put on the pest list. There is documentation of that. The exterminator came a few days later. I was present and watched him spray both areas. So much to my surprise, a week later the main incident occurs where I am trying to take a nap and find a cockroach crawling up my arm while Im in bed.(This was documented in an earlier email). This was a very traumatizing experience. I immediately went to the security to see if there was anyone on duty I could talk to in that moment. I was told to wait until the next morning. I came to the office as soon as it opened to ask for termination of lease. I took the steps to get rid of pest the first time around and the incident that followed was proof that spraying the apartment wouldnt fix the pest issue. I declined the transfer of unit because I am too traumatized to stay there further. All of my belongings were out of the apartment the following day. I am asking for ***** in this situation. All I want is to terminate my lease. I do not feel safe and dealing with this situation over the past weeks of trying to get in contact with someone from corporate is causing me anxiety. All I want is to be free of Westmar as a whole. Please I am begging you.Since this whole ordeal, my hair is falling out and Ive gained 20 lbs. I returned the keys the day the incident happened. I have been sleeping in my car and with family members since then. I just want to be rid of this place for good.

  Business Response

  Date: 11/29/2023

  ********************************************* Law Firm has been hired to handle this matter. Once we speak with our clients regarding a resolution, we will reach out to the resident directly.

  Customer Answer

  Date: 11/30/2023

   
  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:02/15/2023

  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 highly do not recommend this apartment complex to anyone student or not. Today makes a week I have been staying here and I have had so many issues within these 7 days. This entire building is filled with roaches, youre basically invading their home. I have seen roaches all over the kitchen, in my bathroom and even woke up to one beside me on my BED. I have contacted the leasing office more than once and still have not had pest control come to my unit. I have allergies and have been having breakouts ever since I moved into this unsanitary building. Although I have renters insurance the leasing office is failing to accommodate my issues and also is trying to charge me a $450 fee just be moved into another room. I dont want to stay in the building at all anymore and they are also failing to let me out my lease. Again I do not recommend this place to anyone.

  Business Response

  Date: 02/16/2023

  The resident requested to live in the specific unit of 315-C with her friend.  She made contact with the leasing office regarding her pest control.  The pest control company came to her unit on 2/13/2023 and sprayed the unit.  The pest control company indicated the residents would see more activity since he treated the unit.  The resident has not requested a transfer through the resident portal.  The resident contacted the office on 2/15/2023 after hours.  Therefore, the office has not had time to answer her message.  The resident needs to be in communication with the office as we are unable to determine if the pest control did not work or if she needs a complete clean out.  ********** team works with all residents to work with them for satisfactory conditions however, the residents must give the office team ample time to correspond with the residents.  ********** will not let her out of her lease and will not be giving a full refund.  

• Initial Complaint

  Date:01/21/2023

  Type:Sales and Advertising 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 moved out from Westmar lofts on Dec 30th, 2022, the staff stated that they would refund the rest of my deposit after I moved out but they never reply my email or answered my call after I moved out. I need their proper response and a refund check of $980 to be mailed to me as soon as possible.

  Business Response

  Date: 01/24/2023

  We have not received any communication via email or phone call from the resident.  ************* has processed the refund of $980.00.  Please allow 7 to 14 business days to receive said refund.  If the resident does not receive said refund check, please have the resident contact *******************************.

  Thank you,

  ******* Area Manager

• Initial Complaint

  Date:11/30/2022

  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.

  My daughter moved in in August 2022. The tub was clogged and sink which her father had to unclog because we were told maintenance doesnt work on the weekends. Her *** frame was broken and her dad fixed it enough for her to lay on for the weekend because an employee told us she will have a new *** on Monday when maintenance comes in.Its now Nov 30,2022 and she still does have a fixed ***. Her lease states she is paying for a queen *** they offered her a cot to sleep on because yesterday because the *** is getting worse and hard for her to sleep in.

  Business Response

  Date: 12/02/2022

  The resident did not sign for a ******************* states in her lease that she will have a full bed.  The resident was not offered a cot for her to sleep on.  The bedframe she has now is higher.  It was explained to the resident that the new bedframes are lower "like an army cot" where you will not have much storage room under the bed like you do with the present bed frame.  When the maintenance team entered the unit yesterday, the resident requested not to have the bed frame changed.  However, with the complaint, the maintenance team changed the bedframe to avoid further complaints.  The mother submitted the complaint to the BBB.  The daughter stated she did not have any further problems.

• Initial Complaint

  Date:10/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello, westmar student lofts wrongfully put a collection on my credit from 2018 and I just simply dont know why. They are claiming that I never paid them to cancel my lease BEFORE MOVE IN DAY BY THE WAY. I ended up having to pay almost $600/$700 dollars to somebody that used to work in the office. And now since they have went through some changes the people that are in office now are simply refusing to pull up my file and I dont thing thats fair. If this matter isnt resolved I will definitely be taking them to court.