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:01/08/2025

  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.

  Society Apartments, who is owned by this company. They had technical issues which rent was unable to be paid online. I immediately went and purchased a money order (advised by them) to provide to them. They accepted this for December 2024s rent payment. I am only in town one to two weeks max per month. I receive a notice on my door two weeks after the 1st stating its a 30 day notice due to December rent not paid (which I paid) I called multiple times left multiple messages with no responses. It wasnt until I went on the website and CCd every possible email that someone then decided to respond. They took zero accountability and placed the blame on me, even though they took my money. By this time weeks later, January 1st came around and I went online to pay January rent. It showed a full December and January rent balance and would not allow me to pay just January. I told them can they adjust this for me to pay January while they figure out their mistake with adjusting decembers (already paid) rent. She said no. She told me now I have to go in and try to cancel a money order from the place I got it from and re submit. I am not in town to do so. She now turned off my ability to pay online and now says I have to send her another money order and I am still out Decembers rent, and now and now wants me to send a money order for another Decembers rent (double payment) and January. She has done everything to work against me and refuses to take any accountability for the irresponsible acts of her and her staff. Manager was ******* ******** who is refusing payment.

  Business Response

  Date: 01/08/2025

  To whom it may concern:

   

  You may review the attached documents which includes Mr. ******** executed Lease Addendum - Concession, his ledger, his executed Welcome Home Letter and the entire email thread between the property staff and the resident. To summarize the situation:

  ******* ******* is a resident at Society apartments since 9/28/2024 that received a "two month free" concession in the amount of $3,986.00 which was properly applied which you can see when reviewing his ledger and welcome home letter. He is disputing the amount and wants an additional concession, but as you can see by the executed documents I am unable to do so as we have to abide by fair housing laws which prevents us from accommodating anything outside of the perimeters of the executed lease agreement. The concession was applied to move in fees, so he had a small balance to pay in November of $301 dollars.

  The office did not receive the partial payment for November nor did we receive December's rent therefore a 30-day pay or quit was served on 12/13/2024 to the resident's door and mailed to him. He also made calls to Mr. ******* to ask for a promise to pay date. He is claiming that he did not receive any correspondence from the office despite that we have proof that we certify mailed his 30-day. Mr. ******* emailed us regarding his balance and stated to the office that he did bring payment to the office (if you review the email correspondence you will see that he at first said money orders, then a cashier's check, then he provided two different amount he made). Giving the resident the benefit of the doubt, I asked for more details surrounding the said payment so that we can research to see if the payment was misapplied. Since he did not know the exact amount - I asked for copies of his bank statement reflecting that the amount was taken out of his account because he stated he got a cashier's check from Chase. 

  To this date our office has not received said proof which prevents us from further investigating or having good faith to the office that he may indeed have made payment - but without providing this I can not help investigate where the payment could have gone. The assistant community director and myself did a full audit of all payments applied for the entire month of December and we did not find a payment in the amount he states in his emails. We can further investigate again if he can provide the bank statement to get the exact amount to do another audit. However, after performing our audit we confirmed that all payments that were made went into the right account by looking at the check images and matching them to the correct unit number and not one payment was misapplied in December. But we would still like to give the resident the benefit of the doubt and do another audit if said proof if received. 

  Now the resident wants to pay both December and January's payment by making an online payment. Whenever a 30-Day is served to a resident, we can only accept certified funds to ensure that the payment will not be returned at a later date. I explained to ******* that he would have to pay December's rent in the amount of certified funds, and then I can accept January's payment online depending on how late in the month he plans to pay. The reason behind this is, we do not want a payment to be returned after a 30 day expires because then we can not file an eviction. 

  I told ******* that this is how we can handle the situation: he can pay December's rent in the form of a cashier's check or money order and once received we would immediately apply the payment. He will be served another 30 day for January's balance and he will have 30 days to pay January's rent. This will give him 30 days to receive a refund from his bank for the original cashier's check that he claims he provided to the office. As soon as he receives his refund he can pay January's rent with those funds and this situation will be rectified. 

  But ******* is requesting that I adjust his ledger (which I do not have the authority to do once an executed lease agreement is signed) and he is requesting that he pay his total balance online (which I am not at liberty to allow once a 30 day is issued). We are not the ownership but the property management company - all policies and procedures have to be applied to all residents and what he is requesting would be in violation of Fair Housing Law even if he feels that it is the properties fault that we "lost" his rent payment. 

  Please do not hesitate to contact me if you have any further questions or need further information.

  ******* ********
  Community Director
  ****************************************************************
  ************

• Initial Complaint

  Date:09/27/2024

  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.

  We applied for an 2-bedroom apartment at ****. We paid $120 application fee and $100 holding fee. Before we applied, we were clearly told that their policy is if the application is not approved, we will get our holding fee refunded back to us. After we submitted the application, we were denied and **** refused to refund the $100 holding fee. We went to their office and requested refund in person, and we also made phone calls many times about this, either nobody answered or simply denied our request for refund.

  Business Response

  Date: 10/28/2024

  The applicant processed their application at the Eden ********** on 8/13/2023, paid their application fees and holding fee on 8/11/2023. 

  The process of our application requires applicants to upload their income pay stubs to Snappt (which verifies the validity of the income statements provided)  the income provided by this applicant came back as edited documents.  Therefore application was denied to as a result of fraudulent information provided on 8/22/2023. 

  At the time in 2023 the holding fee was subject to a refund -Holding fees are refundable only if applicant cancels application within 24 hours of submission or the application is denied.  Refunds will not be issued if application is found fraudulent or if false information is provided. The applicant did not cancel within the 24 hours of application date -  In this case the application was denied to fraudulent or false information as the pay stubs presented were edited and could not be formally verified as true documents.  

  Attachments included are:

  Signed application, (page 5 highlighted area stating refund policy)

  Screenshot confirming the documents the applicant uploaded to Snappt were deemed edited by applicant. (causing the denial)

  Final Account Statement sent to applicant on 8/22/2023 to **************************************************** outlining the Rejection and zero account balance due

  Thank you,

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22347242
  
  I am rejecting this response. First of all, the bank statement was not edited. We simply did not want to disclose our bank account number which is obviously our private information that we preferred not to reveal. All you needed to know was the account balance to prove we could afford paying the rent. The account balance was never edited. Im not sure why you also need the bank account number, and hiding private information such as bank account numbers is totally different from providing false information.

  Second, whatever rules you have you should make us aware before we submit the application. You should make it clear under what circumstances the holding fee will not be refunded even if the application is denied. All the leasing office told us was that if our application was not approved, we would be able to get our $100 holding fee back. Nobody told us beforehand that if we do not reveal bank account numbers on our bank statements, we would not be able to get the $100 fee back. The leasing office should clearly explain all the rules before we submitted the application. Obviously they failed to do that, because if they did, we would simply not apply and would not have such issues now.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:09/24/2024

  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.

  On 9/20 I applied for an apartment at ***************** (managed/owned by Westcorp)They sent me a link to fill out some paperwork and pay my application fee of $160 on my debit card. This was also on 9/20. On 9/21 I received a welcome home email, with instructions on how to set up my portal account, finish signing documents and pay my first months rent plus, pet fee, insurance etc. this amount was $1523.82. They even went as far as stating I needed to call the internet company to set up my internet. They stated that on 09/23 I would be able to come by and get my keys and move in. This is when they said they needed to verify my employment stubs via an app called snappt. The app stated that they may be fraudulent because they were PDF copies. And that they would reach out to my employer ****. They person helping me (**** W), stated he wanted to get it done by end of day because they use AI pricing and if it went to today (09/24) my rent would be $200 more a month. They did not contact my employer. They did not call or email him. I know this because I work for my grandfather (on a legal payroll system and pay taxes) and he got no call or message at all. By 5:45 on 09/23 they called and said they could not verify my employment so I was not approved. But I was already approved on 09/21 when I paid my first months rent and fees. I paid electronically with my debit card. I asked when I would get my money back and he said we cannot tell you that because we mail a check. This is an illegal activity as this is supposed to be written clearly on some form they gave me. It is not on a single form I got from them. I am reporting them because they are taking money, stating that you are approved, then saying you arent approved, either to get you to pay a higher AI rent or to bring money in and sit on it for operating costs, and send back at their leisure. I have reported them to the ***, I will he reporting them to the internet crimes division, and the ***.

  Business Response

  Date: 09/24/2024

  In regards to the recent application, the application was not approved. Income could not be verified. As listed on the screen shots provided by the applicant we use a third party income verification system. Unfortunately the documents provided did not meet our requirements.

  The preliminary application was submitted but was still within the approval process, the 

  Pricing for move in dates change based off several factors and rates do change based on the date selected for move in. If the selected dates change due to the applicant needing additional time to provide proof of income and rental history and ID verification, this may cause a change to the rental rate. On the application the resident was given the requirements to qualify along with the timeline to have the items provided. The applicant took it upon them selves to log in to the portal prior to final approval and made an additional payment for rent. 

  I have attached the rental application, the requirements for approval, email requesting the income be submitted and the refund we are currently processing. The full amount the applicant paid is being refunded and sent to the address they requested.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair 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.

  I rented from this property and was immediately met with a ***** infestation. Despite several written and verbal complaints, I was never helped or assisted in moving. I certified & notarized notices and had them delivered to the property and as well the property management. They ignored my requests for help. During this time I became ill. I do attribute this to the infestation. I am disabled and I expressed that to this property. Ultimately, the Property Manager, *********************, would submit fraudulent documents to the courts and retain a court date. I was illegally evicted. ********************* committed a Class D felony. I do have several documents including emails and notices. I have a ledger and a lease. I have an enormous amount of pictures documenting the roaches. I also have medical records. I do feel I was discriminated against and retaliation was used.

  Business Response

  Date: 06/25/2024

  Good afternoon, I have attached all the conversation emails we has with ******************************** since day one to her last email 06/24/2024. I've tried to communicate and to address her concerns. Pest control was immediately sent to her apartment. She was offered to transfer to a different apartment, but she refused the transfer. Second option was to terminate her rental agreement, but she refused. She requested to transfer to sister property called ***** and I was in the process to complete the request, but then she sent a certified letter stating she was going to move-out. I tried to accommodate her needs, but it was hard to communicate. I even requested to my higher *** for me to pay her deposit back with my own money just for her to be happy. I was always respectful, and I apologize for any inconvenience she went through, I asked to give me the opportunity to correct her concerns. She asked for me to stop any communication with her, I was scared of her reaction on her emails she was always disrespectful, and I felt threatened with her vocabulary she was using on the emails. Her last email was yesterday stating DISGUSTED and why we are renting her old apartment to someone else. She was scheduled to move out on 04/28/2024. I followed up via email, and even sent the leasing agent to knock on her door and no response. I decided to call her before filling the eviction when she answered she started yelling and saying do whatever you want! I contacted my supervisor and let her know the unit was still occupied, I was told to procced with the eviction since payment was not collected since 01/23/2024 I tried to stop the eviction and I asked to surrender keys, but she refused. 

  Customer Answer

  Date: 07/11/2024

  What ai have complained is that ********************* entered false documents to the court to obtain the eviction. Had she not done such, I would have been able to argue my point in court. I would have shown the judge my notice of inhabitant as well as all of my written complaints. I have attached the doctored and falsely filled documents ********************* submitted to the courts. If you look closely you will see where she has covered and changed info in the notice to fit the criteria to file the eviction. It is partially typed and hand written. I have included also a copy of the ledger, you can see I was not given a notice. Again, this is a class D felony to submit knowingly false documentation . I have more literature to validate my claim, I can only upload so many documents. Also, Nevada law states I am to be served by a registered agent, ***** has also signed as the agent. She has admitted that she went on with the eviction because I did not move by the 28th, she backdated the paperwork. Please zoom into the documents. These are documents I retrieved from the Nevada Civil Courts that she submitted. Their fake. Please authenticate. In the snap shots of the ledger, you will see no charges for the legal proceedings on the 4/9 but you will see it on 5/5. That is when she printed the documents so that she could alter them but she did not know the system would send me a copy of the notice via email. You can see on the email copy the lines she covered and rewrote in handwriting and left the other spaces typed. An official notice is typed in entirety. Saying that I was yelling and she was scared when I literally did everything legally and have NEVER threatened her in any harmful way is indicative of the discriminatory behavior ********************* exhibited all along. If you read my emails you will see I never did such. She has lied to the BBB in her statement and I have documented proof in email and video/pictures as well.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21874356
  
  I am rejecting this response because:

  What ai have complained is that ********************* entered false documents to the court to obtain the eviction. Had she not done such, I would have been able to argue my point in court. I would have shown the judge my notice of inhabitant as well as all of my written complaints. I have attached the doctored and falsely filled documents ********************* submitted to the courts. If you look closely you will see where she has covered and changed info in the notice to fit the criteria to file the eviction. It is partially typed and hand written. I have included also a copy of the ledger, you can see I was not given a notice. Again, this is a class D felony to submit knowingly false documentation . I have more literature to validate my claim, I can only upload so many documents. Also, Nevada law states I am to be served by a registered agent, ***** has also signed as the agent. She has admitted that she went on with the eviction because I did not move by the 28th, she backdated the paperwork. Please zoom into the documents. These are documents I retrieved from the Nevada Civil Courts that she submitted. Their fake. Please authenticate. In the snap shots of the ledger, you will see no charges for the legal proceedings on the 4/9 but you will see it on 5/5. That is when she printed the documents so that she could alter them but she did not know the system would send me a copy of the notice via email. You can see on the email copy the lines she covered and rewrote in handwriting and left the other spaces typed. An official notice is typed in entirety. Saying that I was yelling and she was scared when I literally did everything legally and have NEVER threatened her in any harmful way is indicative of the discriminatory behavior ********************* exhibited all along. If you read my emails you will see I never did such. She has lied to the BBB in her statement and I have documented proof in email and video/pictures as well.

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

• Initial Complaint

  Date:05/21/2024

  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 was illegal locked out of my apartment 11 days early. The manage of the property sent out an email stating the locks would not be changed until our lease expired. When we went to finish up our move and get our last things we were laughed at and told we were incorrect. I was denied entry but they let my mom enter. We finished getting our things in a hurry and were not able to clean or anything. This was illegal. Please see the second sentence in the email screenshot.

  Business Response

  Date: 06/07/2024

  To whom it may concern,
  We replaced the front door locks to all 176 units. We notified all residents indicating that the locks would be changed on various platforms such as the Active Building portal as well as the individuals.

• Initial Complaint

  Date:04/30/2024

  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.

  I tried resolving this issue with ************************* (Regional Director) who was not helpful. The chief complaint is the Company not adhering to their self-proclaimed policies nor did they suggest an option for relief before this month (after 15+emails). Their ineffective policies or lack of enforcement has directly contributed to my inability to enjoy the apartment home. ***** alleged that my request to waive a fee due to the ongoing noise issue/lack of response to complaints was a violation of Fair Housing laws, but she refuses to provide any documentation to support this case involving another Black woman the Company helped-which caused them to lose in court against a Hispanic woman. She also refused to refer me to her Leader, as requested-stating there's no one else that can help and to seek my own legal advice after SHE referenced a past court case. I initially requested to provide an eight-month notice to vacate AND that the early termination fee be waived (which would provide more than enough time to re-lease the unit). ***** said this didn't make sense. Now, I am not comfortable living somewhere managed by people like ***** and request that a 60-day notice be sufficient and waive the early termination fee. From the moment I asked ***** to substantiate her allegations and statements with written information that I could verify on my own, she said things like "So now you're calling me a liar", multiple times. I don't think ***** would treat someone who she thought was of her caliber this way. I would like to speak to someone who can help me with my initial complaint and to make a complaint against ************************* who refused to escalate my issue any further. There's an extensive email chain and multiple individual emails to support all of my claims (audio and video included). I'm happy to provide this to whomever will be assisting me.

  Business Response

  Date: 05/14/2024

  Please refer to the attached lease agreements signed by the complainant, specifically page 7, paragraph 34A. The complainant signed this lease not once, but twice, and was fully aware of our policy regarding early lease termination fees.

  She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date. 

  I informed her that we do not waive early termination fees and that we are consistent with this stance in an effort to remain in compliance with our company policies, which were put in place to ensure compliance with any/all Fair Housing rules and regulations. We treat all residents the same way, and we handle all similar complaints the same was so as not to risk being accused of discriminatory behavior.  We used Fair Housing rules, as well as our own personal history of complaints made, as our guideline for said policies. I informed her that if we were to make an exception for her, but not someone else who made a similar complaint, this could potentially put us in violation, as it could be considered a discriminatory practice.

  ************** was unhappy with my answer and demanded to speak with "someone above me". I informed her, correctly so, that there is no one else above me to escalate this matter, and she did not like that answer.

  I was calm, polite and respectful during our entire 50+ minute conversation. When ************** did not get the answer she wanted, she became argumentative, accusatory, and hostile.

  It is unfortunate that it has come to this, but at the end of the day, her request for us to waive the fee due to unacceptable living conditions yet request to remain on the property for 8 additional months, is nonsensical.

  Furthermore, her claims that we did nothing to address her complaints are blatantly false. Landlords must abide by very strict guidelines and timeframes when it comes to pursuing the eviction of a resident, which is exactly what we did.

  Please let me know if you have any further questions.

   

  Thank you,

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

  Director of Resident Relations

   

   

   

   

  Business Response

  Date: 05/14/2024

  My apologies, in my original response, I stated: "She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date."

  I meant to say that she requested to stay an additional 8 months AFTER her requested lease termination date, not prior.

  Please accept this email as a correction/clarification to my original statement.

  Thank you!

  Customer Answer

  Date: 05/15/2024

  I dont see a response or original response.  Is there information missing before I reject this:

  My apologies, in my original response, I stated: "She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date."
  I meant to say that she requested to stay an additional 8 months AFTER her requested lease termination date, not prior.
  Please accept this email as a correction/clarification to my original statement.
  Thank you!

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21640864
  
  I am rejecting this response because:

  There is no response.  There is a statement that says theyre making a correction to an original statement but there is no original statement/response here.  

  Sincerely,

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

  Business Response

  Date: 05/29/2024

  Apparently, the complainant did not see my original response, only the 2nd response, which was simply a correction/clarification that I made to the verbiage in the original reply.

  Therefore, I am attaching the original response, with the clarification already made.
  Thank you, and please see my original response below:

  
  Please refer to the attached lease agreements signed by the complainant, specifically page 7, paragraph 34A. The complainant signed this lease not once, but twice, and was fully aware of our policy regarding early lease termination fees.
  She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months after her requested lease termination date. 
  I informed her that we do not waive early termination fees and that we are consistent with this stance in an effort to remain in compliance with our company policies, which were put in place to ensure compliance with any/all Fair Housing rules and regulations. We treat all residents the same way, and we handle all similar complaints the same was so as not to risk being accused of discriminatory behavior.  We used Fair Housing rules, as well as our own personal history of complaints made, as our guideline for said policies. I informed her that if we were to make an exception for her, but not someone else who made a similar complaint, this could potentially put us in violation, as it could be considered a discriminatory practice.
  ************** was unhappy with my answer and demanded to speak with "someone above me". I informed her, correctly so, that there is no one else above me to escalate this matter, and she did not like that answer.
  I was calm, polite and respectful during our entire 50+ minute conversation. When ************** did not get the answer she wanted, she became argumentative, accusatory, and hostile.
  It is unfortunate that it has come to this, but at the end of the day, her request for us to waive the fee due to unacceptable living conditions yet request to remain on the property for 8 additional months, is nonsensical.
  Furthermore, her claims that we did nothing to address her complaints are blatantly false. Landlords must abide by very strict guidelines and timeframes when it comes to pursuing the eviction of a resident, which is exactly what we did.
  Please let me know if you have any further questions.
  
  Thank you,
  *************************
  Director of Resident Relationsere...

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21640864
  
  I am rejecting this response because it was prepared by the individual whom the complaint is about and is not truthful.  In ****** original response, she stated that she didnt hear anything outside of normal apartment living, contrary to what staff have already said about the same videos.  ***** has proven herself to be a liar and discriminatory, despite what she came up with for this response.  What ***** told me was the Company helped another Black woman and lost in court to a Hispanic woman and that is the reason they dont make exceptions to any rules and wont be able to waive any fees.  In the same breath, ***** promised to waive a transfer fee and give me first right of refusal for the first 7th floor unit that becomes available, AN EXCEPTION TO THEIR RULE THAT ***** CLAIMS THEY CANT make.  Fortunately, the neighbors have gotten better but unfortunately, I would still like to file a complaint against ***** for not only bringing race into this when it was never mentioned but also for being a passive aggressive unprofessional liar.  
  

  When I asked ***** what them losing in court to a Hispanic woman had to do with my case and that I was clear about discrimination-she boasted about having a great relationship with the ******************* on Civil Rights Investigator who gets assigned their cases, she mentioned her by name.  
  

  Fortunately, all audio in my home is recorded, to include our conversation.  So-Im hopeful ***** will do the right thing and pass this on to someone else.  

  ****** actions are not acceptable and I would like someone her SENIOR to respond.  ***** says she doesnt report to anyone and theres nobody to talk to about her behavior. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  1. Offering a resident the option to transfer and waiving the transfer fee is a STANDARD practice we follow when a resident is complaining about noise, so this is not an exception to our rules. We offer it to everyone in this situation. This is where ************** seems to be confused. If we were to have offered one resident the option of transferring and waiving the fee, but not another resident, this is where we could be considered acting in a discriminatory manner. *Please let it be noted that most residents take us up on this offer if the noise is indeed unbearable. ************** did not. I explained to her in detail that every time she made a complaint, we followed standard practice in issuing noise violation notices and lease termination warnings, as well as speaking to the resident directly. I am unable to provide further specific details about the resident whom she complained about due to privacy rules, but let it be noted that the eviction process is a VERY lengthy process and there is only so much we can do as a landlord to evict a resident until the courts get involved. This is why we offered to transfer ************** and waive the fee. Let it also be noted that the in one audio clip she sent, we were barely able to hear what appeared to be someone walking above her. They weren't running or screaming or playing loud music. They were walking. The video clip she showed of an altercation between two of her neighbors in the hallway was of a resident who moved out a year ago. However, we still offered to transfer her and waive the fee, which again, she declined.

  2. I am sorry that ************** feels that I acted in a passive aggressive unprofessional manner, but I strongly deny this accusation. Our conversation was very frustrating at times, yet I was always professional and respectful, even when being told that I was a liar on a few occasions, when ************** would says things like "I find that hard to believe" or "I seriously doubt that", words along those lines. (I don't recall her exact verbiage because I do not record phone calls, which is technically illegal unless both parties are notified, but the implication was clear).  I also strongly deny that I lied to **************. I did not lie about a single thing. I was compassionate and understanding and tried very hard to explain to ************** why we do things the way we do and that legally our hands in many ways were tied when it comes to the eviction process.

  3.I was not "bragging" when I told ************** that I would reach out to one of the officers at the ***** I merely stated that I knew her well and offered to call her to see if I could get further clarification for some of Ms. ****** questions. I was unable to do so and was further instructed by our attorney at **************** that if ************** had additional questions, she could research them herself and I was not to get involved, especially when a resident is threatening legal or further action.

  3. The ONLY reason race was brought into the conversation was because ************** continually questioned why we couldn't make the exception for her. I explained to her in detail that we follow our lease terms to a tee to ensure compliance with all Fair Housing rules and regulations. She did not accept that us waiving the fee for her but not somebody else would constitute a fair housing violation. I therefore explained to her that we had a situation many years ago where we made an exception to one of our rules for a resident who have very extenuating circumstances and did not make the same exception for another resident who made the same request but had no extenuating circumstances. The resident who we did not make the exception for found out we made the exception for the other resident, and because they happened to be different races, she accused us of discrimination. We were not acting in any way whatsoever in a discriminating manner, but this was the catalyst for handling all situations identically moving forward to avoid even the chance of being accused of any impropriety.

  4.At the end of the day, ************** requested that we waive the early lease termination fees but also requested to stay on the property for an additional 8 months.  If the noise was so bad that she had to leave, then why would she want to stay another 8 months? This did not make sense to anyone other than **************. This, combined with the additional fact that she complained about the noise prior to renewing her lease, she declined to transfer to another apartment without penalty which would've gotten her away from the noise she was complaining about, the noise she was complaining about did not appear to be excessive for apartment home living, and we had no filed noise complaints from any other neighbors, is why we declined her request. I am sorry that ************** did not get the answer she wanted, but we will not waive the early lease termination fee.

  6. As previously stated, there is nobody above me to escalate this matter to. I am sorry that ************** chooses not to believe this, but it is indeed the case. The only person "above me" is the owner of the company, who does not and will not get involved in matters such as this. Westcorp is aware of Ms. ****** complaints about me, so please let her know her complaints have been noted.

• Initial Complaint

  Date:04/30/2024

  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.

  After parting ways as a Westcorp employee I was still living in a unit onsite Revolution apartments.A brief recap, during my 17 months as a leasing consultant for Westcorp I endured so much discrimination while pregnant, followed up by being singled out and witnessing employee favoritism, even before finally being allowed to live at the property I dedicated myself to for over a year I was told by the manager 'this unit is for you, you do not need new carpet' mind you I was 7 months pregnant with the manager knowing I was going to have a brand new baby. The carpet had bleach stains, oil stains from the paint the previous tenant used and other stains and damage. Since I had already put my notice in at my current place I just had to accept this unit. Now after a year of living there I was moving out, to receive a final bill saying I owe over $3,000 in new carpet and plank flooring fees. That unit hadn't had new carpet since that building was built, there is only so much they can charge me for carpet with a life span going on 5 years. The new manager and assistant manager claim they have documents and invoices saying there was new carpet in the unit prior to me moving in. Being that I was a active employee at this property during my time of move in and prior tenant move out I know these documents are fraudulent and forged if they even have them. I have contacted the vendor who did the carpet shampooing who confirmed the carpet was not new as well as previous employees, (being that Westcorp has such a high turn around because of work load and horrible pay) who have also confirmed there was no new carpet in the unit, also for the plank flooring same applies, the life span of the plank is going on 5 years and was in good condition upon my move out. Revolution and Westcorp are very corrupt. They illegally serve 30 day notices, for years, charging for legal fees when no legal team handles or serves the notices. Attached are photos of the carpet on my move in day.

  Business Response

  Date: 05/20/2024

  The previous resident ********************* was given the option between two units, which she ultimately selected the one in Building 25.Although the carpet was not replaced, the carpet did in fact get cleaned by a professional carpet vendor.  I spoke with ********************* on 04/26/2024 about the condition of the unit at move out and her concerns regarding the carpet and flooring charges. The flooring in the kitchen area had water damage and the carpet had multiple stains of dye and pet urine. The charges were adjusted accordingly which ********************* understood. New carpet throughout was installed after ********************* vacated due to its condition at move out. A revised final account statement reflecting these adjustments was sent to ********************* on 04/29/2024, which a full carpet replacement was not charged per my conversation with her on 04/26/2024 As we did not receive any further communication or dispute from ********************* after sending the revised statement on 04/29/2024, we considered the matter resolved and the case closed. 

• Initial Complaint

  Date:04/22/2024

  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.

  I moved into ********* Managements ********* property Spur in the summer of 2018. After living there with no issues for over a year, I decided to relocate to ******** for a career opportunity. I informed Spur leasing office on 7/2/19 (email attached) that I would be moving out on August 15,2019. I was the first to live in unit *****, and left it in immaculate condition. I moved out of the unit on August 15, 2019, and left the state and have been living in a different state since that time. Life has changed and I have decided to move back to ****** and was recently informed by my realtor that there is an eviction on my record from Spur Apartments stating that I was evicted from the property in June of 2019. Until last week I had no knowledge of this, and am completely oblivious to why this is there. I have lost out on housing due to this eviction and have lost several hundreds of dollars in application fees for properties that will not accept me due to this wrongful eviction. I have called the office several times and I just keep being told I am connected with the central office and they have no information. To support that I was never evicted I have attached a copy of my security deposit that was mailed to me as well as a copy of my statement that was given to me when I moved out in August of 2019, so there is absolutely no way I was evicted in June of 2019.

  Business Response

  Date: 04/26/2024

  Eviction paperwork was properly served on the tenant and rent was not paid before expiration of the legally required time period. Eviction paperwork was submitted to the court and an eviction order was issued, though it was never enforced. ****** did pay the late rent and thereafter had no issues. As a courtesy, Spur will direct its attorney to file a motion to rescind the eviction for case No. 19EH001275.

• Initial Complaint

  Date:02/20/2024

  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.

  WestCorp Management /****** Apartments, *********, ****** erroneously sent my information to debt collection for $4,234.44 as the result of their poor recordkeeping practices.I vacated ****** Apartments on August 31, 2023, and received ******************., letter dated December 30, 2023 (four months after my move-out date) on January 14, 2024.No one from either ****** Apartments or ********* Management contacted me regarding this matter before sending or selling the alleged debt to ******************.To expedite clearing up this matter, I provided WestCorp Management *************** of ****** Apartments) with the documentation identified below, accompanied by the following requests:1. For my records, I need a letter from either ****** Apartments or ********* Management Corporation, specifically, acknowledging the debt was reported in error.2. I anticipate receipt of a letter from ******************., ensuring their report duly notes erroneous reporting and removes such from all credit reporting agencies.3. WestCorp Management cease and desist in reporting my rental information to any credit agencies.On February 2, 2023, ********************* (******) response via email states: Just would like to let you know that the collection agency did send you a letter to your address below. Let me know if you dont receive. Thank you and have a great weekend! I found this response inappropriate, it is not my responsibility to follow-up on this matter or provide an accounting for the lack of receipt. Written acknowledgement of this error rests with WestCorp Management /****** Apts.The 30-day period to correct this error has expired. I am contacting your office for assisting in the resolution of this matter, as outlined above.I have written receipt confirming WestCorp Mgt.'s receipt the following: Final Revised Invoice for ****** Apartments, prepared by *********************, ****** Account Snapshot balance of $164.44. Money Order Receipt paid ($164.44), Dated 10/02/2023.

  Business Response

  Date: 02/20/2024

  *****,
  
  I am absolutely sorry that your account was sent to collections!  The collection agency pulled this information from our system prior to the revision to your final account statement and consequently your payment of the small balance as previously discussed.  In review, I did send them an email January 24th with this information regarding your account and the collection agency, after review advised that your file has been closed, no informatin was sent to any credit reporting agencies and they mailed you a letter directly to the address you requested.  Your account was closed by the agency on February 2nd and a letter with this information was mailed to ***************************************************************************  I didn't hear back from you from my email sent on February 2nd advising that all has been taken care of and to let me know if you don't receive the letter from the collectin agency.  Did you receive the letter from collections?  If not, please let me know and I will follow up with them.  Again, I am sorry for all this confusion and error with the reportingk let me know if I can assist further.  Thank you.
  
  

  Business Response

  Date: 03/06/2024

  Thank you for the information.  

  Empire Management

  Customer Answer

  Date: 03/06/2024

  I have been on travel.  The reply from Empire is not satisfactory. I absolutely do not understand why I have not received a letter from WestCorp subsidiary Empire Apartments stating that reporting or selling my account was their error, more than 30 days, after I provided their company with evidence of their error.
  Their statement that, I didnt hear back from you from my email sent on February 2ndand to let me know if you dont receive the letter from the collection agency, implies that it is somehow my responsibility to ensure the collection agency follows through. They are mistaken, it is the responsibility of WestCorp/Empire to ensure that I receive the appropriate documentation.
  Their statement, your account was closed by the agency on February 2nd is not evidence of any action,or acknowledgement of their error in sending my account to collections,and means nothing considering their erroneous reporting. Without evidence of their actions taken or correspondence on their letterhead with signature of a representative of WestCorp leaves my credit vulnerable, should this pop-up in the future.
  An acknowledgement that an account was closed, should come as no surprise that it could show up as closed on credit reports. Closed could mean that one has paid a debt or that all collections efforts failed. Closed accounts will typically remain on credit reports for ************************************************************************************ fact, purged, deleted or removed are the only acceptable actions given this is erroneous information.
  Action requested: Westcorp/Empire to MAIL to me a WRITTEN LETTER, not an email,indicating Empires error in reporting my account and the amount of the error for collection, details of the corrective action take to resolve this matter including evidence or statement from the ***************** (Sentry) indicating they have removed, deleted or purged this information (not closed the collection) and validation that my rental payments past and present are not reported to any credit bureaus.

  Business Response

  Date: 03/25/2024

  Hello,  Has this complaint been satisfied for all parties!?  Please let me know if furhter action is needed on my part.  Thank you.

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

  Empire Apartments

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21309181
  
  I am rejecting this response because: WestCorp Management Group / Empire Apartments has not provided me with any evidence of action(s) taken to address this complaint.

  The reply from Empire Apartments is not satisfactory. I absolutely do not understand why I have not received a letter from WestCorp Management Group / Empire Apartments or the ***************** stating the reporting or selling my account as delinquent was their error within 30 days, after I provided their company (WestCorp Management Group) with evidence of their error.
  The statement that, I didnt hear back from you from my email sent on February 2ndand to let me know if you dont receive the letter from the collection agency, implies that it is somehow my responsibility to ensure the collection agency follows through. They are mistaken, it is the responsibility of WestCorp Management Group /Empire Apartments to ensure that I receive the appropriate documentation.
  Their statement, your account was closed by the agency on February 2nd is not evidence of any action,or acknowledgement of their error in sending my account to collections and means nothing considering their erroneous reporting. Without written evidence / documentation of the action(s) taken or correspondence on their letterhead with signature of a representative of WestCorp Management Group leaves my credit vulnerable should this matter arise in the future.
  An acknowledgement that an account was closed, should come as no surprise that it could show up as closed on credit reports. Closed could mean that one has paid a debt or that all collections efforts failed. Closed accounts will typically remain on credit reports for ************************************************************************************ fact, purged, deleted or removed are the only acceptable actions given this is erroneous information.
  Action requested: Westcorp/Empire to MAIL to me a WRITTEN LETTER, not an email,indicating Empires error in reporting my account with the amount of the error sent to collection, statement from the ***************** (Sentry) indicating they have removed, deleted or purged this information (not closed the collection), and validation that my rental payments past and present are not reported to any credit bureaus.
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 04/08/2024

  *****,

  I've attached a letter documenting our error with the collection of your account.  I hope this will be satisfactory for you, I hope you have a great day.

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

  Empire Apartments

  72.915.7176

• Initial Complaint

  Date:01/16/2024

  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 provided 2one5 everything that was asked for, keys included, when I moved out of the apartment complex. They provided me with my final account statement that confirms I paid my last months rent and was owed a refund. An itemized list was never provided of what my expenses were and they charged me almost $1,500 for carpet. I have photos of the carpet, it was clean and not damaged. Today I received a statement from a collections company that I owed money. I am trying to buy a home and I cant do that while in collections. But I never got my refund either from them. This is a poorly managed company for them to do this and I have the documents.

  Business Response

  Date: 01/18/2024

  After further review the charges will be adjusted. 

  Customer Answer

  Date: 01/19/2024

   
  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,
  
  *******************************