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:02/20/2025

  Type:Customer Service 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.

  Vandalism and profanity in public elevator visible to residents and children. This damage occurred approximately 2 months ago and the community has taken no action. Additionally, elevator repair recently occurred but the profanity and vandalism was not addressed.Our association dues have been increased on a regular basis in addition to multiple additional assessments each year due to the company's financial mismanagement of the community funds. Our association dues are to go to the upkeep and appearance of common areas but the community continues to take no action. The condition of the property is deplorable, so given the community manager's inaction I am requesting a third party to step in. I am more than happy to answer additional questions to BBB and media outlets. I have years of documentation to help demonstrate the inefficacy of community management.

  

  Business Response

  Date: 02/21/2025

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

• Initial Complaint

  Date:01/17/2025

  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 listed condo for sale in November of 2024. I got a buyer and a great offer. Just before closing we had an issue with our master insurance policy. Come to find out westward did not pay our bill. We had a lapse in coverage for 6 months. And our current insurance coverage has ACV cash value. We can not sell to people who want to finance we are cash only. I alerted our property manager ***** ****. I even talked with his supervisor. I am not getting any help from them at all. This is for ******** ***** condos in ******** ******. All want is to be able to sell my home that I worked hard to obtain and maintain. Nobody at westward is the least bit helpful.

  

  Business Response

  Date: 01/29/2025

  Mr. ******************** you for bringing your concerns to the BBB. I'm working with no less than three different insurance brokers to find a company to write a policy with the *** coverage needed to complete your sales transaction. Two of those brokers have denied the coverage and I'm waiting to hear back from the third. I have responded to your emails about the process and will keep you apprised of the outcome.
  
  Best wishes,
  ***** ****

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22825988
  
  I am rejecting this response because:
  ***** you have not helped me at all. You are condescending in your responses. Shall I post them here? You telling me how an insurance agent is a person who looks for insurance coverage? Who were the three quotes from? Why were we rejected? And can I see the quotes please?

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

  

  Business Response

  Date: 02/11/2025

  Mr. ******************** for the confusion, we didn't receive three quotes, I've been working with 3 different brokers, two of which came from your real estate agent. Those referred brokers declined coverage due to the age of the building, building materials and that the building doesn't have a fire suppression system. I have another broker working on finding a company that would include *** in the policy and will keep you posted if we're able to secure that coverage. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22825988
  
  I am rejecting this response because: Well if you guys would have paid the bill for Nationwide. We would have never lost our *** coverage. And now youre telling me how many brokers you have. How am I supposed to sell my home? For cash and take a lot less? No thank you. Why didnt you guys pay the bill ?
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/17/2024

  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.

  Business requires "Lease Renewal Registration Fee" of $200.00 for "processing of lease documents", as well as personal, sensitive, private information regarding the tenant and failure to provide assurances as to confidentiality of provided information. I am requesting fee be reduced to $25.00 and previously provided information be referenced in lieu of providing it again, as well as assurances regarding the confidentiality of said information.

  

  Business Response

  Date: 12/18/2024

  Can you please let me know your address and the name of your property manager? 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22698287
  
  I am rejecting this response because more information has been requested regarding address and name of property manager. 
  

  address is *******************

  ************************;

  I dont know the name of

  the property manager  

   

  ************ the
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/03/2025

  The association rules stipulate a $200 administrative fee per pages 3-4 of the attached document. This requirement was adopted by his association's board of directors , not us. 
  
  Regarding our lease/move fees, that should be getting charged to the association as the $200 collected by the association would be used to cover those fees we charge.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22698287
  
  I am rejecting this response because:
  The response provided by the business is unacceptable. The business is saying it is the *** deciding to charge $200, and the *** is saying that they are charging $200 on behalf of the business. Neither of these positions has anything to do with a "moving fee" either. 
  
  Very Respectfully, 
  
  **** Gartland 
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/10/2024

  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.

  Wesward360 is our management company. They were asked 2 help us with 2 issues INV#**** Kitchen Sink - drain was cluged. We live in the condo and were not sure if the issue was with just a sink or a main line issue (a known problem in our building). The plumber said it was just our sink. The problem was fixed within 1 hr - they charged us $630. The Invoice was never sent to us, no explanation until we asked why we have $630 balance on the account. We had a conversation over a couple of months with no solutions everyone was pointing fingers and Westward/board said you need to pay it. Fast forward- the proposed solution Per ******** ******** email on 12/10 at 1:12pm Pors agreed on flat rate INV# **** $630 We revised this down to a flat rate of $475 (we asked for $155 credit - we were told NO ) INV# **** $ 480 was for the work at another unit so we cant confirm plumpers IN/OUT times but they also agreed to Flat rate -We revised this down to a flat rate of $325 ( we asked for$155 credit - were told NO) I emailed ******** asking her to credit our account $310 and was told we already got all the discounts and she misspoke. It appears to us they are taking advantage of the situation as a management company and overbilling published rates ( attached)- . They are billing additional hours with no way to appeal it. We have asked Broad to help us with this issue but they said they can't help since this is what they charge. We are asking for $310 credit to the account. Thank you

  

  Business Response

  Date: 12/17/2024

  ********* has been in communication with Regina and the board president regarding Regina's questions about the Pros invoices and provided the requested information. 

  Customer Answer

  Date: 12/23/2024

   
  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:11/08/2024

  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.

  Westward360 is the management company for ********************. We informed them that they are being replaced and they have completely cut off communication and are unwilling to finish their duties as the managers of our property. There is a leak project that they haven't finished and they have not processed our *** **** for this month while still charging our association a management fee.

  

  Business Response

  Date: 11/12/2024

  Hi *******, let me look into this for you. Can you please let me know your address and the community manager's name for the property? 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22532228
  
  I am rejecting this response because:
  Complaint ID: ******** ************* is ***** Lofts and the address is ******************************
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/02/2024

  We thank Mr. ****** for bringing his concerns about an outstanding work order to our attention. Mr. ****** is a member of ****************************************, which is no longer managed by Westward360. Our agreement with the association ended as of October 31, 2024. Once our management contract with the association terminates, we are no longer able to act on behalf of the association, or initiate any work or follow-up with vendors. All open matters have been transferred to the new management company, ****************************. **************************** would be the agent responsible for following up on any open work orders, projects, and the company to invoice assessments for both November and December. Unfortunately, Westward360 is no longer authorized to act on behalf of ****************************************, and we are not able to resolve this concern for Mr. ************** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22532228
  
  I am rejecting this response because:

  They charged us a management fee for November 2024 and did not handle the *** **** for that month and now we are a month behind in collections. Additionally, they sent over the information for the wrong community to our new management company which has made the transition process far more complicated than it needs to be. The experience with Westward360 has been nothing but trouble from day one. I feel like they should reimburse us for the management fee for at least the last two months and pay for the management fee of our new company as they have had to do double the work.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/09/2024

  Type:Billing 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.

  Reported Julys assessment charges as unpaid debt in addition to levying double that amount in their own fees. The charges were paid and still reported, still currently showing as unpaid debt of 1259 as of 10/09. Additionally, community managers have acknowledged receipt of the payment on 7/26 but openly refuse to report the payment. I was advised it will fall off eventually. I am attaching the demand letter sent to me on 7/11. This letter was also emailed to me. It shows the demand of 1260 and a breakdown of charges. You can see these were July's normal assessment, special assessment, and more than 600 dollars in their own fees. I was given 30 days to pay, in which payment was received, but still shows as unpaid as of 10/9, months later. I am also attaching my account ledger which shows my payment history. You will also see the account ledger does not match the demand letter or the amount that was reported to the credit bureau. There is a discrepancy between the documents they have issued. Please help me. This is not only extreme, but false and incredibly damaging as I am without access to credit when I was never even late. Let me know if you have questions or need more information. There are many elderly people in this community and the association is able to take advantage of that and engage in predatory accounting practices.

  

  Business Response

  Date: 10/11/2024

  Hi there, let me look further into this for you. Can you please let me know the name of your property manager?

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22403524
  
  I am rejecting this response because:
  Hello, my sincere apologies for the late response. Thank you for following up. This has not been resolved yet, unfortunately. Westward360 blocked my number and advised they would not be reporting my payment. . This is now showing as 60 days past due. I no longer have access to credit, so I cannot purchase a new home. I would not even be able to get approved for a lease because of this. Please see my supporting documentation attached to my complaint also. My number is ********** if you need to contact me directly. 
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/24/2024

  Last Monday 10/14,  Mr ********* came to our ************ office, pounding on the door in a manner that was deemed unsafe for our team to open the door and allow him into the office.   He called our staff names while yelling and pounding on the doors and windows.  We had to call the police and have him removed.   Mr ********* then repeatedly called and refused to get off the phone with the *** team until the manager finally agreed to call him back that afternoon.  In that call, Mr ********* again called our staff names and was told I would not continue to have a conversation with him if he couldn't speak civilly.  He eventually just hung up.  Mr ********* received the attached notice of violation from the attorney requiring him to communicate with our office in writing.   
  
  Here is the update he was sent on 10/10:
  The $1259 is a balance between 7/11 and 7/26. The balance in July was $809 as I noted, and then August assessments were posted on the account, but not yet due. If you add the amounts together, you get the $1259 that is in the report. The reporting pulled was before your payment posted, and before August 1st due date. Therefore, the open balance on the account was $1259, $809 of which was past due at the time of the reporting.
   
  We have advised that your board has decided to no longer use credit reporting as an option to obtain payment on past due balances. Updates are reported on a varying frequency. On the next update, the balance should fall off your report.
   
  I don't have the police report number, but I can request it in a FOIA request if you need it. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22403524
  
  I am rejecting this response because: Since filing this complaint, the reporting has gotten worse contrary to what the business states. My report is now showing 2 months unpaid, not just July. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/29/2024

  Due to the fact that we have a police incident, Mr ********* received the attached notice of violation from the attorney:

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22403524
  
  I am rejecting this response because:
  

  On 10/15, **** ***** advised law enforcement that my balance was reported as paid to Equifax but would not provide that date.

  In contradiction, the community managers' previous response to this complaint was that they would not be reporting anymore, and my 60 day past due balance would somehow just disappear. The reality is that I am still showing unpaid since July. 

  I seek to understand why the amount shown in my account ledger does not match what was reported to the credit bureau and why this is still showing a status urrently unpaid on my credit report. 

   

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

• Initial Complaint

  Date:09/19/2024

  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.

  Since Westward 360 has taken over as our *** property management they have increased fees and reduced our services provided. We have little to none onsite representation for the community. We use to have security and that is gone. They management is not adhering to the policies and procedures of the *** agreement and are allowing tenants to use swamp coolers in lieu of central air units because they are broken and the owners are not fixing them for their tenants. The worst issue is that there is an infestation of roaches in my building, which have made both me and my daughter sick. I have identified where they are coming from and have reported the issue to the *** on three occasions and they refuse to have a professional pest control company treat our building. Our units share waterlines in the walls so it doesnt matter how much I do to treat my unit the roaches keep coming back. I have spent a small fortune in pest control products that I would like to be refunded for. I have tried to do everything I can including seeking an attorney to sue the ***. Please assist me and the other owners who are dealing with this company.

  

  Business Response

  Date: 09/23/2024

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

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22308748
  The property manager is ******** and her email address is ************************************* I live at ***************************************************************
  
  
  
  ******* ***
  

  
  

  
  I am rejecting this response because: 
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 10/10/2024

  In the State of Nevada all decisions for the Association are made by the Board of Directors, Westward360 provides recommendations and facilities repairs, projects, monthly financial reports, collects assessments, etc.  *************** did cut having an onsite administrative assistant for a number of reasons, but the main reason was that it was not financially smart to have an administrative assistant onsite when the community is in close proximity to the Westward360 office. There were not enough administrative tasks to sustain this position or expense.  With the cost of services increasing, it was mandatory to increase the Association's monthly assessments in 2024.  In regards to the swamp coolers, we are unable to divulge information regarding another unit (violation status, assessment payments, etc.) due to confidentiality purposes as outlined in NRS 116. However, we can say that any violations of the association's Governing Documents are handled in accordance with the communities Penalty and Fine Policy and NRS 116 which provides the steps necessary to notify an owner of a violation prior to fining them for non-compliance. This association has a three letter process: courtesy notice, second / final notice, and then a hearing. During the hearing the Board may motion to assess fines to the owners. Regarding responsibility for the pests in your unit, Article 9 of the HOA's CC&Rs outline the maintenance responsibilities of both the Association and Owners. Further, section 16.1 (q) states "each Owner must make its own independent determination regarding the existence or non-existence of any pests which may be associated with the Unit and/or other portions of the Properties."  *************** is responsible for repairing and maintaining the exterior of the unit and the common areas (landscaping, streets, sidewalks, gates, etc.). The Owners are responsible for the cleaning, maintenance and repairs of the interior of the units including all fixtures, windows, doors, etc. *************** has monthly pest control for the common areas of the community, they cannot service the interior of the unit. That is the owner's responsibility. The Community Manager did offer to send a note to all the owners in your building asking them to be diligent in spraying for pests but the Association is unable to enter the units or force the other owners to spray. If you are requesting that the entire building be bombed / treated for pests, you may submit the request in writing for the Board of Directors to review. This would require the written approval of all unit owners as they would need to be temporarily relocated and the Owners would be responsible for the costs of that relocation and treatment. 
  
  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22308748
  
  I am rejecting this response because: The water pipes are all shared throughout the buildings.  I have been managing my own pest control, but when there are others who are not doing anything about the problem their problem becomes mines as well.  As far as not having an administrator onsite due to expenses, our *** fees have increased and as mentioned in the complaint the security we once had and onsite maintenance person are no longer onsite as well.  All I see are less services and responsibility by the *** while fees steadily increase.  No one cares but the actual owners who live in the complex.  I once loved my community and now I feel like Im being forced to move because of their lack of attention and care for our needs.  It is beyond upsetting and not fair to be an owner who takes care of the property.  
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 10/16/2024

  If you reach out to Westward360 they can provide you with a copy of the *********************** reports and 2024 Budget to show the income vs. expenses for the Association.  These reports will provide the information to you on why the fees have increased and why some services are not being offered at this time.  We invite you to attend the Board Meetings so you may address the Board with your concerns with pest control. The election for Board Members will take place in January, with nomination forms going out in November. As mentioned in our initial response, all decisions for the Association are made by the Board of Directors. If you are unhappy with the community we welcome you to run for the Board of Directors so you may be more involved. 
  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22308748
  
  I am rejecting this response because: The meetings held by the board have an agenda that is created and strictly adhered to.  There isnt an opportunity to voice my concerns because they will side bar them to discuss only agenda items.  To run for the board and to participate takes time that I dont have to give.  I have a demanding career and obligations the will not permit me to take part.  I have seen the budget and money wasted by the *** that was budgeted.  An example of that was the brick speed bumps that were installed only to be removed within 6 months of installing them.  I keep getting excuses as to why the *** cant take care of a problem that they allowed to fester.  It is obvious that the roaches are living in the walls of the building at this point.  I simply want you to take the appropriate actions to remove the pests from the building.  Im afraid the next pest we are going to see are rats.  This is because the tenants in the building are throwing their trash on the ground around the building and everywhere but inside the designated trash bins.  No representation onsite means that there is no way to immediately report issues or make complaints.  Obviously no one from Westward lives on the property so they careless about the ongoing issues.  I have kept pictures of them and will seek further legal action before being forced from my home due to the lack of the ***s efforts to resolve issues. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:09/18/2024

  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 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

  Date: 09/25/2024

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

• Initial Complaint

  Date:09/14/2024

  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.

  Can't get a ledger for the property I'm managing and Westward360 is charging late fees when they refuse to provide a bill. The city is also fining the *************** monthly where the owner will incur a cost of these fees and Westard360 is denying there is an issue when the city has provided documentationotherwise.I'm managing a condo in ******* Condos in which was acquired through a foreclosure and Westward360 is the ************* manager. We have requested a ledger on the account for September and any past dues so this can be paid. They messaged back, to the prior owner (who passed away) stating they needed a rental agreement. In the email we had stated how the property was acquired, the deed to the owner of the property and a notice from the owner stating we are acting as their agent. The *** has not responded back and we have been trying to get ahold of them since August 28th. There was also a special assessment around 2020 in the amount of $12,000 for roofs and decks and the work still hasn't been completed. We have asked why the work hasn't been completed and what the plan is to complete it and if there are any additional upcoming assessments. There are also *** violations from the city against this condo association and has been for over a year. We asked what is being done to address these issues. I have emailed and called the *** property manager, ******* with no response. I did an online chat from Westward360s site asking for the requested information and Jun checked in with ******* and ******* said "I don't have this information. I am the managing agent for the association not the unit" I explained to Jun that this is a city violation within the association and the violations from the city show in their notes that ******* contacted this city a month ago to get the *** violations so she knows what is going on. I called ******* while I was messaging online with Jun and **** gave her a heads up. Of course she didn't answer the phone (cont)

  

  Business Response

  Date: 10/07/2024

  RE: Statement. We started managing the association in July 2024. We only have our records and the records of the company immediately preceding us. BUT, the biggest thing is I am not seeing the deed or the documents from the foreclosure. He may have sent it, but back in August the property was going through a manager change, and it may have been missed. We need him to resend it - order approving sale, deed updating ownership, etc. Therefore, we cannot say the statement is correct because we need the foreclosure deed to be able to assure the balance is accurate for what is collectable for an association in a foreclosure.
  
  
  RE: The special assessment. We provided a copy of the documents, resolutions, and minutes to **** *****, who has contacted us as the person managing the unit for the bank. The special assessment was adopted 4 years prior to Westward360 managing the association. It is our understanding the special assessment is to obtain the funds to begin the project. **** should be directed to speak with her for more information, but we have responded to the inquiry. Brighid has been in contact with **** and has also reached out to the association's attorney ************ in ******, for assistance on this foreclosure, and for clarification on whether this unit had any legal fees associated with collections on this unit's back balance, but we are still waiting for a reply. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22287669
  
  I am rejecting this response because:
  
  I dont feel my time or commitment is being respected. Your response came weeks later, without an apology, and I dont even know who is responding. How about picking up the phone to resolve this?
  
  If you review my initial inquiry, youll see the dates I sent emails, including the foreclosure deed. On 9-5-24, **** sent Brighid and the ********************************** email address a copy of the foreclosure deed. Im attaching that email and the deed again (Foreclosure Deed).
  
  On 9-10-24, I sent ****** a copy of the foreclosure deed. Im attaching that email for reference. She responded a week later, stating she would provide this information to Brighid and that management would reach out to me, which didnt happen.
  
  We requested the ledger for September and October, and since you havent sent them, we now have late fees. These late fees need to be waived. You mentioned the file is in collections with V&F and youre waiting to hear back, but you didnt state when the file was sent to collections or when you reached out to them regarding the property ledger.
  
  You claim Brighid has communicated with ****, but that is not the case. **** has never received any communication from her, despite multiple emails and calls to three different phone numbers we have on file. Why are management fees being collected if youre not doing your job?
  
  Regarding the 2020 assessments for roofs and the deck, the deck repairs started in 2021 but were halted due to additional repairs costing another $150,000. This work has not been done. The city of Portland filed code violations against the *** over a year ago for the retaining wall at the entrance and many decks that are about to collapse. I inquired about this through online text messaging (attached), and Brighid responded immediately, falsely stating there were no *** violations. There is a city record of this with communication from Brighid (attached).
  
  An email was sent two weeks ago regarding urgent city code violations, which Brighid previously denied, stating fencing would be installed around the decks in question due to life/safety issues. Orange netting was installed. I brought this up over a month ago. The email mentioned two bids were obtained, a third was in process, and an engineer was needed. The *** is being fined around $800 per month until this is repaired, yet there is no sense of urgency or communication to resolve this.
  
  Lets resolve this. Contact me at ******************** or ************ and provide the information we need, as you are preventing us from getting payment information on this account to resolve it. We are asking, and you are deflecting.
  
  Best regards,
  **** ******
  

  

  Business Response

  Date: 10/11/2024

  Brighid called ****, they worked through the issues that need to be fixed. He was receptive to the conversation and the resolutions made and information shared, and then we feel this is now resolved. Should there be anymore questions going forward, **** now has Brighid's direct line. We apologize for the confusion and the time it took to get this sorted, but we are appreciative that we could work together to get this resolved. Thank you for reaching out and being patient while we sorted through this. 

• Initial Complaint

  Date:09/11/2024

  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 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

  Date: 09/16/2024

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