ComplaintsforWestglen Village Apartments

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a tenant for Westglen Village apartment under ** ***** ******** owned by ***** ****** and his daughter ****** ******. I have deposited total of $900 in which $300 is non-refundable and $600 refundable within 30 days from the termination of lease. The property was vacated on time in a clean and undamaged condition. I have attached photos and emails and documents to prove. I was promised that the returned security deposit will be mailed to me with 30 days. I received a letter from them that I will not be receiving the deposit back as they replaced the carpet for the property due to "pet stains". They don't have photos or anything that shows about the stains. I took photos of the entire apartment before I left as they don't want to inspect the property prior to me vacating it so they can do this dirty tactic that they are doing. Horrible business practice and I would like to get my $600 deposit back. I have contacted the ******** ******** ******* as well for this matter.

  Business response

  08/08/2022

  This is a civil matter that will be addressed in court.  ********'s threats via text, voicemail, email, and him coming to the office to threaten us in person on August 4th just before 2:40pm (and being asked to leave or police would be called) will not be responded to (nor will this be addressed in this forum since it's a civil matter).  He was advised at that time that any communication would need to be through attorneys moving forward.

  Business response

  08/11/2022

  Brand new carpet and pad was installed in the entire apartment 1 year before the tenant moved in.  Brand new carpet and pad was installed in the living room days before the tenant moved in with his dog.  Attached are pictures of the pet stains throughout the entire apartment which required us to replace all of the carpet and pad.  

  
  

  The tenant had a $250 regular security deposit and $350 pet security deposit.  Per the attached lease agreement, "The remainder of the deposit is refundable within thirty days from the termination of said lease, provided the premises are vacated on time in a clean and undamaged condition, normal wear and tear expected, and all amounts due lessor from lessee have been paid in full.  If lessee causes damages to the apartment beyond the security deposit given, lessee is liable to pay lessor the amount due to cover the damages."  

  
  

  Attached is a copy of the invoice for new carpet and pad from our vendor totaling $993.90.  Per the lease agreement, "If lessee causes damages to the apartment beyond the security deposit given, lessee is liable to pay lessor the amount due to cover the damages," so the tenant owes us $393.90 to pay for the new carpet and pad caused by his dog's urine.

  Customer response

  08/19/2022

  Complaint: ********
  
  I am rejecting this response because:

  Full of lies coming from the owners. There were no damage on the carpet and they don't have proof to show the damage. I do! I have photos of the apartment before I left. I've lived there for 6 years and you are supposed to replace the carpet as part of the wear and tear. You are using my deposit to cover for your obligation to replace carpets. You know you're lying and you know you are not getting away with this. 

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

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no 24 hour maintenance team. Our lock got jammed and I couldn't get out of the apartment. I called and called to get someone let me out. They responded that they were out of town. When he finally showed up he was super rude and acted like he was doing me a favor. What if there had been a fire? I called him about my A/C not working and he said would get them here when he could get them here. It's going to be a week before anyone gets out here to fix it.

  Business response

  05/24/2022

  Dear Better Business Bureau,

   

  The City of Ballwin inspected and approved the apartment on August 4, 2021.  ***** **** Fire Protection District inspected and approved the apartment on August 2, 2021.  The tenant moved into the apartment on August 15, 2021.

   

  On August 21, 2021, the tenant sent a text at 12:11am: “Our lock is jammed and we cannot get our apartment door to open or unlock.  I’m inside and Austin is outside.”  The office manager responded on August 21, 2021 at 12:27am with “I’m 2 hours away; I just called our maintenance man and he’s going to throw on clothes and head over.”  

   

  If there had been a fire, we would have expected the tenant to call 911 instead of sending a text past midnight to the office manager.  If the tenant didn’t know to contact 911 and notified the office manager that there was a fire, the office manager would have called 911 for the tenant at that time instead of dispatching the maintenance man.  (To clarify, there was no fire in the apartment — just responding to the tenant’s hypothetical situation.)

   

  On May 11, 2022, the tenant sext a text at 6:09pm to the office manager: “I just got home from work and it’s 79 in my apartment and super muggy but it says my AC is on at 68.  I’m not sure what’s going on there like if it’s broken or if there’s something I need to do to it?  I haven’t had this issue before.”  The office manager responded on May 11, 2022 at 6:13pm to notify the maintenance man and provided his phone number.  The tenant called the maintenance man who advised that he’d contact ***** ******* (the air conditioning company) in the morning to see their first availability to come out since it was after ***** *******’s business hours.  The tenant found that “unacceptable” and called the maintenance man an additional 2 times that night, the last time refusing to get off the phone until she had a time that ***** ******* would be out (which unfortunately couldn’t be provided since, as was advised on the first call, he would have to call them in the morning to see when they could come out since they don’t have anyone answering phones that late).  ***** ******* came out less than 24 hours later (on May 12, 2022) and recommended that a new furnace and air conditioner be installed.  The earliest that ***** ******* could install the new air conditioner and furnace was May 18, 2022; the tenant was advised of this via text on May 13th at 9:17am.  The tenant received a text as requested on May 18th at 3:10pm confirming that ***** ******* was done and the new air conditioner and furnace had been installed.

  
  

  Thank you,

  ****** ****** ******** ******* **********

*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. ↩