ComplaintsforWestward360 Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at *************************************************** five years and now narrowed to a couple inches wide filled with grass, value of my home dropped by at least $20,000. Dr ******* Built the nieghborhood and placed the well on city property. We did know until we needed to drill well deeper. The association worked with the worked with the city to purchase the land.The attorney we have didnt even go after Dr ****** as they are liable for this loss. On the other side the attorney responsible for this has committed malpractice covered under the professional liability insurance. Late fees charges are in violation of state law right now, illegal collections violated state law as well since a member of the board talked to my brother about my dues after he said hes not the home owner. Many more details to this.

  

  Business response

  09/25/2024

  Hello, can you please let me know the name of your property manager?

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged a fee for my existing tenant lease. I've never been charged before. Company will not provide fee schedule or policy.8/19/2024 I received an email requesting a copy of the lease for my current tenants [Email - HOA Lease Request 19AUG24]8/19/2024 I provided a copy of the latest lease to Westward360 as requested. This is the 2nd year of my tenants lease. They renewed in August 2024. [Email - Lease Request Response 19AUG24]8/20/2024 I was charged a "Lease Registration Fee" [Email - Westward360 New Lease Fee 20AUG24] by Westward360 for $50 as well as a "Lease Renewal Registration Fee" of $0.00 [Email - Westward360 Lease Renewal Fee 20AUG24]8/20/2024 I sent a message via the Westward360 portal asking for clarification. [Westward Ticket 28AUG24]8/23/2024 - I called Westward360 to speak with an agent about the fees. I requested documentation clarifying why the fees were charged, the amount, etc. After ~10 min, the agent conceded she could not find anything and opened a ticket on my behalf. [Phone Call - Westward360]8/28/2024 - I followed up due to lack of reply/response. [Westward Ticket 28AUG24]9/2/2024 - I received a response with a generic explanation of what fees are used for. [Westward Ticket 2SEP24]9/3/2024 - I responded reiterating my request for documentation. [Westward Ticket 3SEP24]9/6/2024 - Westward360 responded with more information related to fees and indicated this was outlined and approved in the "2024 Fee Schedule" document provided to the ********* for approval. [Email - Westward360 6SEP24] 9/6/2024 - I responded again asking for a copy of the referenced "2024 Fee Schedule" or other supporting documentation. [Email - Westward360 Response 6SEP24]9/11/2024 - Westward360 responded citing the ***** Article 3, which outlines the HOA's right to appoint a managing company and delegate authority. They did not provide the referenced "2024 Fee Schedule" or any other documentation explaining the fees. [Email - Westward360 11SEP24]

  

  Business response

  09/16/2024

  Hello *****, 
  
  Can you please let me know the name of your property manager? 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have invest nearly $41,000 in rent for my apartment over the past few years and I am very dissatisfied that I am being treated this way. Westward 360 attempted to resolve a heating issue by insulating hot water pipes in my unit. The work was done using substandard materials, resulting in sagging insulation, falling coverings, and exposed fiberglass. This has compromised the structural integrity of my unit and poses a serious health risk. Despite promising to finish the job using better materials, the company later reversed course, stating no further repairs would be made. WestWard360 has consistently violated my rights, including making improper claims regarding the invalidity of a legally issued 14-day repair notice. Their actions have left my apartment in poor condition, contrary to the requirements of the ordinance. Throughout this ordeal, the company's representatives have demonstrated a lack of professionalism and responsiveness. They have ignored repeated requests for necessary repairs and have made inappropriate statements, implying that I should accept the substandard conditions or move out. This is very disheartening after I have lived here for so long. This behavior is not only unprofessional but also unlawful.

  

  Business response

  09/04/2024

  Hello, can you please let me know the name of your property manager? 

  Customer response

  09/05/2024

   
  Complaint: 22223792
  
  I am rejecting this response because: My property manager is ****** ********
  
  Thank you,
  
  ********* *.

  

  Business response

  09/25/2024

  Our leadership team is in communication of trying to amicably resolve with the tenant.  

  Customer response

  09/27/2024

   
  Complaint: 22223792
  
  I am rejecting this response because: WestWard360 has not followed through on agreed actions to settle this.
  
  Sincerely,
  
  ********* ****

  

  Business response

  10/07/2024

  A settlement agreement was sent to the author of the complaint, we are just waiting for the document to be signed. 

  Customer response

  10/09/2024

   
  Complaint: 22223792
  
  I am rejecting this response because:

  Ive reviewed the agreement you sent, but Im unable to sign it as I am not legally obligated to sign such a release for WestWard360 to finish the work as agreed. This document is not necessary or particularly relevant in this situation, because the agreed upon next steps already fall within the terms of my existing lease and the city ordinance. For example, following through on the maintenance requests to resolve the insulation issue or removing the insulation entirely is something weve already discussed. Additionally, my request to paint can be handled under the standard lease provision that allows alterations, provided I return everything to its original state before moving out.

  You DO NOT need to compensate me $50 in exchange such an unusual release.

  In accordance with the **** (Section 5-12-110), If the work is not completed within 14 days, I will pursue injunctive relief through ********************* to enforce the completion of the work. In addition, I reserve the right to seek damages and recover any associated costs, including court costs and attorneys fees, as provided under Section 5-12-180 of the ****.
  
  Thank you,
  
  ********* ****

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. False reporting to credit bureau (my account balance was zero at the day it was reported). 2. Rejecting payments I have submitted to my association 3. Doubling my *************** due to Westward360 software error 4. Disabling autopay of recurring payment 5. Not responding to multiple correspondences trying to address the matter 6. The company is still reporting past due amounts although my account is at zero balance

  

  Business response

  09/04/2024

  Hello, can you please let me know the name of the property manager? I will look into this for you. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of this unit 2 months ago and have been trying to gather information at the behest of a potential buyer. However, I get no responses from them or it takes weeks of bugging them and when trying to call, they say they will have the property manager call me back and they just never do.I also have been waiting for a reimbursement for my move out deposit. Again, I moved out 2 months ago.

  

  Business response

  08/16/2024

  Hello, can you please let me know the name of your property manager?

  Customer response

  08/19/2024

   
  Complaint: 22134128
  
  I am rejecting this response because: Asking for more info

  This is from a chat session..."Thank you for confirming the address, our community manager is ******************* and the assistance community manager is *****************************"

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

  

  Business response

  09/04/2024

  Hello, this is from your property manager:
  
  From further investigation,  after I approved the deposit return in *******,  I inadvertently closed the ticket.  As a result,  the system didn't go through the approval process. The ticket has since been reopened so that the deposit can be refunded. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my family moved out on 6/29/24 (lease ended 6/30/24). Westward360 did an inspection on 6/30, and said that the door lock/handle had been removed, and left on the counter. I absolutely did NOT do this. There was nothing out of the ordinary about the door lock when we left and it was installed in its proper place, as usual. But I made the mistake of not taking any pics before we left; I never would have guessed I would need photos of a functional door lock. This is 100% a shakedown for fees that I absolutely do not owe them.

  

  Business response

  07/23/2024

  Hello, let me look into this for you, Can you please let me know the name of your property manager? 

  Customer response

  07/23/2024

   
  Complaint: 22010635
  
  I am rejecting this response because the business, Westward360, has asked BBB to provide the names of the property managers whom I interacted with. The property managers in question are: *****************, ***********************, and *******************************.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/06/2024

  Hello, we are going to have our supervisor give you a call to see if we can fix the issue. Thanks! 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/4 my kitchen sink backup and a ticket was filed with Westward360. A plumber was sent twice the following week however the backups were still occurring. The plumbers then came out again and rodded the line with a longer cable, however the resolution was only for a day.On 6/27 a hydrojetting was scheduled to be performed. Westward360 notified me that they would reach out when the work was completed. I have not heard a single thing since then and my kitchen is backing up with sewage. It is extremely unhygienic and disgusting. Not to mention my unit is at risk due to these backups. I have called every day since the day this work was to be completed, only to be told the Property Manager is away from her desk and have been told that every day since 6/27. I have followed up with them numerous times and have not heard a thing. No updates, no reasons. Nothing.

  

  Business response

  07/10/2024

  Hello, can you please let me know the name of your property manager?

  Customer response

  07/11/2024

   
  Complaint: 21937783
  

  The last person to contact me was *************************, however I am unsure if she is the property manager or just a helpdesk employee. I've responded to the ticket for a week straight with no answer. I called multiple times during the week of June the 24th and July the 1st and was given multiple excuses. For 3 days the property manager was "away from her desk" then one day I was told I would get a call back which I did not. 

  The pictures I attached have happened since then. Monday I called and was able to get some traction on the work being done. My maintenance ticket as been open since 6/4 and barely anyone has responded to any of my messages. I feel like I was being willfully ignored and nobody has told me what is going on with any of the work. 

  The kitchen backups are extremely unhealthy and is a violation of plumbing code here in ********

  Westward360 Ticket: #XN5870846
  Chicago 311 Ticket: SR24-01116849

  

  Business response

  07/23/2024

  From our maintenance team: This property has a very tricky plumbing system and has experienced plumbing issues previously. Aside from trouble with coordinating access for the catch basins here in the garage, we've experienced a challenging time coordinating access to one of the clean-outs which is located in a commercial space that serves as a clinic. Given the stringent hygiene requirements in said clinic, we are only able to operate on Saturdays. However, I am happy to report that we were able to arrange after-hour weekday access very recently and are now scheduled to service this space today at 5:30PM. The ** in 201 (the gentleman that filed the complaint) was made aware of this earlier this AM.
  
  We are hopeful this will be the last time we need to visit the space and hopefully resolve this matter once and for all.

  Customer response

  07/26/2024

   
  Complaint: 21937783
  
  I am rejecting this response because:

  The issue is not resolved. Work was performed on Thursday (hydrojetting sewer line) and today (Friday 7/26) at 8-10AM. Not sure what the nature of the work was, but these pictures were taken right now at 11:30AM on 7/26/2024.

  We are now approaching 2 months of this issue and there has been no improvement in the backups

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

  

  Business response

  08/13/2024

  Hello, this from our maintenance team regarding the issue:
  "We have a meeting tomorrow with the CM to discuss next steps here.  I will keep you posted, essentially there is an underlying issue with the way the building is plumbed.  We will need to create additional access points to adequately flush the lines, which should resolve the back up issues.  However, this is having to go through building approval." 
  
   

  Customer response

  08/13/2024

   
  Complaint: 21937783
  
  I am rejecting this response because:

  Understood, the backups are now happening again and it looks like someone dumped a bunch of sauce. In the meantime, an alert should go out to all residents to refrain from using the sink aggressively. I'm seeing what looks tomato sauce or something come through and end up in my sink. This is going to get worse and worse and we'll be back at square one.

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

  

  Business response

  08/14/2024

  "Our team has a meeting tomorrow with the CM to discuss next steps here.  I will keep you posted, essentially there is an underlying issue with the way the building is plumbed.  We will need to create additional access points to adequately flush the lines, which should resolve the backup issues.  However, this is having to go through building approval. " 

  Customer response

  08/16/2024

   
  Complaint: 21937783
  
  I am rejecting this response because:

  Got a backup just now. Just responding and rejecting to keep this case open until the issues have been resolved. Thanks.

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 2023, management company advised they needed to repair a sewer line in my condo that was under my bathroom floor. They came tore up my bathroom and replaced the flooring. About a week later I found some cracks in the tile, they came out and replaced the cracked tile no issue. A few weeks later I found a few more cracks, took them about a month to come out and replace, when they came out the 2nd time one of the tiles had a chip in it which I didn't notice until after they left and I informed them same day once noticed. Took them about 2 months to come back and replace and I made sure to inspect before they left and noticed that they cracked the tiles around the one they just replaced. The guy who came to repair asked if there was any other damage before he started the work I told him no and would have pointed out the new cracks if they were already there, he had extra tiles that he could of replaced but he said he didn't have the time to fix them and left. I contacted the business right away and complained. They said they would contact me in a week and haven't. I told them at this point I would want the entire floor redone since the guy who installed and came to fix kept saying the tile is to thin.

  

  Business response

  06/03/2024

  Hello, can you please let me know the name of your property manager?

  Customer response

  06/04/2024

  *************;*****, CAM/CMCA
  Community Association Manager
  ***********************************
  ************

  

  Business response

  06/25/2024

  I spoke with your property manager and they are coordinating with our PROs department to bring a proposal to the board. 

  Customer response

  06/26/2024

   
  Complaint: 21784278
  
  I am rejecting this response because: The *** board has not been contacted I spoke with the president over the weekend.
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/26/2024

  Correct, they are working on the proposal. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Westward has been unable to maintain our finances. They have triple paid a vendor, double paid another vendor, they have failed to draft auto payments, failed to respond and resolve issues in a clear and timely manner, they have knowingly over drafted our operating account, failed to keep accurate balances in reserve and operating funds.

  

  Business response

  05/02/2024

  Hello, I would like to look into this further. Can you please let me know your address and the name of your property manager? 

  Customer response

  05/02/2024

   
  Complaint: 21657730
  
  I am rejecting this response because:
  Property is *************************************
  ************************;
  ************
  ******************* and ************************* are who were trying to work with. 
  And right after I sent this complaint, they charged us for another associations bill.  A miscommunication charge of 30$ and a janatorial charge for 1700ish.  The response is below.  These are our finances.  For him To say its just an error to misrepresent our finances by the Accounting department?   The MAIN job of this company is to manage our finances accurately. You have not done that for FOUR MINTHS.  We are managing g ourselves. 
  
  Board,
   
  Our ********************* confirmed that these were just mistakes in recording.   No funds were deducted for either expense, so no 'reimbursement' is due.   Both entries have been deleted though.  
   
  Sincerely,
  *******************
  Westward360
  Sincerely,
  
  ***********************

  

  Business response

  05/07/2024

  Hello, this is from the property manager: Although there have been several accounting issues with the switch to the new system (Vantaca), their finances are in order.  The main issue is just that they're currently not being reported properly in ********  Also, there were a few journal entry errors this week, but were never pulled from their account.  They've since been resolved.   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Westward 360 is attempting to charge my tenants additional fees that are not part of the ******************* of the HOA.$500 move deposit, $150 move fee, and an additional $75 move fee. When asked about the $75 move fee, they have been unresponsive.

  

  Business response

  04/23/2024

  Hello, can you please let me know the address of the property and the name of your property manager?

  Customer response

  04/24/2024

   
  Complaint: 21613171
  
  I am rejecting this response because:

  ***** view, ***************************. 

  No where in the rules & regulations does it state a $75 charge. No addendums attached to the rules & regulations. Minimal response from this property manager related to this issue. He only provides minimal response only because he needs a document from me now. 
  
  Sincerely,
  
  ********************

  

  Business response

  04/24/2024

  Hello, 

  He has stated that he has been in communication with you concerning discrepancies on your ledger, and has sent you documents supporting the charges. Can you confirm that you received the documents? 

*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. ↩