Complaints

This profile includes complaints for The Westover Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Westover Companies

  550 American Ave Ste 1 King of Prussia, PA 19406-1441

• 

  The Westover Companies

  2151 Lincoln Hwy Levittown, PA 19056-1228

• 

  The Westover Companies

  2820 Chichester Ave Upper Chichester, PA 19061-3461

• 

  The Westover Companies

  433 Lexington Dr Phoenixville, PA 19460-4224

• 

  The Westover Companies

  101 Norwood House Rd Downingtown, PA 19335-2323

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:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ceiling collapsed at 1030 pm on a Friday night. Metal from the ceiling hit me in the head. I called the emergency maintenance answering service and they told me it was not an emergency and it did not matter that I appear to have a concussion. They have faulty property and they do not care about an injury due to their mistake. They then hung up on me. I need to go to the emergency room and no one can use the bathroom due to their negligence.

  Customer Answer

  Date: 10/27/2022

  I would like them to publically acknowledge their wrongdoing rather than just act like it is no big deal.

  Business Response

  Date: 11/11/2022

  I did speak to ********* and apologized for the manner in which this was handled. I then spoke to our staff to make sure that we learn from this so that we can better serve our customers in the future. ********* told me that she was doing ok but that she did go a doctor. We wish her a speedy recovery and we are glad that we have the ability to improve our service to her in the future. 

• Initial Complaint

  Date:10/04/2022

  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.

  I am the guarantee on a lease signed in November 2021 for my daughter ***************************** who arrived in USA just a week before. The lease doesn't allow for pro rata payments so despite the fact that she moved in on Tuesday 16th of November as the keys were not available until that date we paid $540 for November and two weeks later 1st December $540. We have been told that we now have to pay for November 2022 as they have the lease ending on 30th November which means we pay for 13 months, This is a new company that took over management in January 2022. I have asked for the matter to be rectified as the property will be empty from the 1st October. I have the lease agreement on line a copy of which was downloaded and signed at the office. The end lease date is 30th October. I have not mentioned the latter point because I have asked for a copy of the lease agreement they have on file as things seem a bit disorganized and the staff under immense pressure. What I want is (a) the matter solved regarding the end lease date.(b) the amount $ 134 returned together with the deposit.I have screen shots from the resident portal.I have on line copy of the lease which we signed at the office.I have photos and videos taken last Wednesday and Thursday 28th & 29th September.Managing agents have been informed that the property is vacant and keys left inside on the counter.Screen shots include 1. Application fee $35 2. Security deposit $99 3. Sundries? $134 4. 16th November moved in. ****** was told to pay for all of November.Paid $540 Rent 5. 1st December. Paid $540 for December rent.All rent paid on time and to date.If we pay $640 rent in October this will mean that rent has been paid for a total This information was obtained through the Resident portal. (Correspondence by email has been sent to the managing agents) 4 visit & 1 phone call.

  Business Response

  Date: 10/10/2022

  **************************'s lease is attached.  The occupancy date and dates of responsibility for rent are 11/19/2021 to 11/30/2022.  The lease has been signed by ******************************  The lease was under *********************** LP dba **** Townhomes.  We took over the property on 12/31/2021.  We have followed the lease and have charged according to the lease and lease dates.  If there is a discrepancy in lease dates other than what is attached, ****** can send us something and we can review.  Thank you.  ***********************, Regional Manager

• Initial Complaint

  Date:09/26/2022

  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.

  Hello:I hope all is well. Thanks for taking the time to review my complaint. I look forward to coming to an amicable resolution. Recently, I pulled my credit report from ****** ****** ******.com and I found some errors. I see a balance of $3081.00 reported on January 2020 and it is affecting my credit. It is reported as ***** ***** ***** - Westover. I do not know who this balance is from, but I would like further information. I would like a detailed explanation/statement of where this balance is coming from. Additionally, since this information is negatively affecting my credit and due to the small balance, I would like to request a goodwill deletion as a one-time courtesy. This mark is preventing me from purchasing a home, securing a lease for an apartment, securing low-interest loans, and other credit factors. I appreciate you taking this under the highest level of consideration. Moreover, I am allowing my financial planner/power of attorney to speak on my behalf if you are unable to reach me. He is *******************************, **************, ******************* He is more versed in this area than I am. I look forward to hearing from you soon. Have a great week ahead. Finally, due to the sensitivity and urgency of this situation, I would prefer to speak with someone by phone. Thanks! Moreover, here is some information that may aid in looking up my account: DOB: ********** SSN: *********** Respectfully:***********************

  Business Response

  Date: 09/30/2022

  Good Morning ***************,

  I would be happy to help with a explanation of the charges on your account.   Your move out date was August 31,2019 and your lease end date was actually  March 31.2020.   With  that being said,you broke the term of your lease , which is a one month penalty.   Also you failed to pay your last month rent for August which was due on August 1st, 2019. There was cleaning and carpet charges. We would be happy to provide you with all documention and picutres.

  You account has moved to collection and I'll provide you with their phone number and address if you would like to pay the balance off.

  , **************************************** Peoria, Illinois *****  

  I will also enclose your moveout statement that was sent back in September 2019.  If there is anything else we can assist you with don't hesiate to reach out to us.

  Sincerely,

  Tammy O***********

• Initial Complaint

  Date:08/25/2022

  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.

  In early May I visited the leasing office with my roommate to renew our individual leases that would start June 1, 2022. She has had no problems with this process, while I have not had such luck. The first lease that they sent me had the incorrect amount listed, I tried contacting them and did not get any resolution to this problem. They then sent me a second lease, which is still incorrect. I contacted the office again and got told that my lease price is now a higher rate than what was told to me beforehand, AND my roommates are still paying this lower price that was given to us before. They are trying to tag on 40 dollars a month to my rent and making up lease rates and cannot get the office to communicate where any of the numbers are coming from that show on my ledger. I repeatedly emailed and kept getting no responses...and when I did get a response my questions went unanswered and I was told that the higher rate is now my rate. I waited for nearly 2 months for an "answer", I now have late fees that the office will not remove because I waited for them to respond to me before paying them anything because I wasn't sure what I owed. Why should I be paying 40 dollars extra a month for rent when I should have signed with my roommates if it weren't for their lease error. The office has also issued delinquency notices to me even in the midst of trying to communicate via email and resolve this. They can surely post a piece of paper to my door but can't respond to me emails.I have had an extremely difficult time trying to get into contact with the office because my main line of communication during the week is email, and the office somewhat refuses to respond to my emails and insists on trying to call me during work hours. With my work schedule I am unable to answer calls and really shouldn't be emailing either, and I can't stop into the office because I work during hours. I just need this headache resolved, its been 3 months now. I do have any documents needed.

  Business Response

  Date: 09/02/2022

  The ************ ******* office team has spoken to the resident regarding the lease.  Adjustments that were requested have been made on the lease and the lease is generated and awaiting the resident's signature.  

  There is a total balance as of September 2nd, 2022, in the amount of $1,110.75 which does include rental payments not paid and late fees for those months.

  While we can review late fees and a possible credit, the balance is made up of at least two months rental payments that need to be paid asap.

  Thank you.

  Kelly S*********,

  Regional Manager

  The Westover Companies

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a mold issue for over a year. They have not resolved the issue at all. We all get headaches, my one year old is getting unexplained seizures, my pets have died, the air quality is absolutely horrible, and now my AC is broken. Its been 90+ degrees in my home for 2 weeks, which has drastically made the mold issue worse. They claim they wont any longer come to my house due to my dog trying to attack maintenance, when I was there the entire time and nothing of that nature happened nor has my dog ever tried to attack anyone. I have put out so much money to make this house liveable that I cant even cover my rent for this month, it is absolutely insane. I want to be excused of this months rent and I want to be let out of my lease early the moment I find a place to live.

  Business Response

  Date: 08/29/2022

  We received complaint of mold in unit April 2022, had maintenance, Manager and Regional Maintenance Supervisor inspect unit for any cause related to building, found no building issues other than drywall that needed to be rehung in laundry area. Also had a restoration company out to inspect unit and found that the living conditions were the reasons for mold issues. Resident was given information and was given quote for having cleaning services done provided by restoration company. Resident stated she would do cleaning and deep cleaning where needed on her own. Since these inspections there was not report of further issues until August 17th when Marketing team received message from resident about further complaints. Regional Manager called resident immediately to further investigate the complaints. Resident upset about Manager reaching out about dog issues and then proceeded to complain that mold was still an issue. I asked when they started noticing issue and she said it's been an issue. I asked to do another inspection with Regional maintenance supervisor and she agreed the week of August 29th. Last work order put in by resident was July 19th about AC not blowing cold air - responded to call and was closed stating AC was operating normal, but they did clean condenser as a preventative measure. No further work orders or contact about AC not working. Previous to that work order about AC was a work order from May 31st about AC not cooling. Maintenance gave window air that day and had to replace capacitor and cleaner condenser.

  Resident asked if she could be let out of the lease and we agreed and we would not penalize. Said she was having a hard time paying rent and wanted back rent written off. I explained that we couldn't remove current rent owed (over $5,000) but we would not penalize for vacating early. We just had court hearing for non-payment of rent on August 23rd and judgement was granted to Westover Companies. 

  Please let us know if you need any further information. We plan to contact resident today, 08/29 to set up another walk through of unit with Regional Manager and Regional Maintenance Supervisor. 

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been living at ***************** since 2018. Since 2020 been calling left and right for mice and mold. Workers come in drunk filling mice holes with tin foil and styrofoam. For mold they told us the best they can do is clorox bleach the spots. Constant heating and cooling issues that are never fixed. Management is the absolute worse they not only harass you and accuse you of lying they hang up when a mention of a lawyer. We have a peeping *** neighbor and two cars vandalized cops say they cant do much and management says **** it up. Found more mice in our kitchen last week called it in no one showed up called two days ago no one showed up still. This morning got an email saying the mice problem was resolved been home all day no one showed up. Emailed a pest control request and co manager called me not only with an attitude and interrupting me she told me i pretty much have to live with mice until we move out. She also mentioned shes in charge of pest control and closes them out even though she knows no one has shown up. Manager was ****** or cherry and she mentioned that maybe friday someone will come out i asked why it will take two weeks she replied that she doesnt know why. But how is she in charge of the pest control and not know why after two calls one email no one showed up and why it wont be earlier than friday. When i mentioned getting a lawyer i was hung up on. We also were emailed someone else's eviction notice. Different names, address and even dated years prior to the date that it was emailed to me, mentioned this to ********* the head manager was told so what, im not removing that from your profile. Management does not care about their residents health they only care about the residents rent being paid

  Business Response

  Date: 08/24/2022

  On August 9,2022,I received a call from ***** stating the information above. After a very lenghly discussion, I scheduled a walk through *****'s apartment with the Regional Maintenance Supervior ****************************  **** and I met at *****'s apartment on Wednesday, August 10th at 9:00am .  We walked the entire unit inside and outside completing a thorough inspection. We found that the reurn vent was compromised due to jackets hanging on the door, restricing  air flow.  We ask the residents to remove all items ,which they did.We replaced the return vent and air filter A full diagnostic test was performed showing the Air Condition is a good working condition.

  There was no mold found at the time of the inspection, however ******* (Resident) did tell us she does clean the mold off the window sills and walls  every week.  I did advise  her to stop cleaning the areas so that we can visiably see any issuess. We will come back in and  remedy the issues by putting better insulation in walls  and also have a restoration company check for any moisture.

  Western Pest Control was out on Tuesday August 9th at 3:30pm to fill any holes in the apartment and will return the following Friday , August 12th. Which the extermintor followed up and all holes where filled inside and outside the apartmant. THey will continue to be placed on extermintor list until their issue are resolved . 

  We have asked to Residents to remove all personal items from windows so we can complete work. They will contact me when they have removed their belongings and schedule our return visit.  

• Initial Complaint

  Date:07/22/2022

  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.

  We signed a lease to move into ************ ******** apartments. The apartment was run down with warped kitchen cabinets, decrepit counter tops, dirty carpets (which we refused and them replace some of the carpet upon move in), old toilet, and cracks all over the walls and ceilings. Now, a year later we move out before our lease ends and pay the full rent, have their representatives walk-through the apartment and tell us everything is okay, we clean the apartment before we leave and hand in the keys. A month later we are hit with these charges for 'burned' counter tops and dirty washer. The washer by the way was brought into our unit used and disgustingly dirty (after several cleaning efforts) and needed to be repaired after a short time of use. So after walking through the apartment in June (Colleen and her maintenance staff) we are hit with these obscene fees of over $300 to remedy the issues we had upon move in. This tactic will never work. These apartments are old and they falling apart and multiple reviews of that place show this fact. If they think they can upgrade their apartment complex with levying these clearly unfair charges not just to us, but multiple other previous tenants, they will have to think of a different strategy. We will continue to dispute these charges.

  Business Response

  Date: 07/27/2022

  As of 7/27/22 - I have reviewed the file and spoke to office.  Colleen, Assistant Manager, reached out to resident and settled the matter and resident confirmed that they were satisfied.  Thank you. ~Kelly S*****, Regional Manager, The Westover Companies

  Customer Answer

  Date: 08/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The resolution wiped off the baseless charges.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:05/18/2022

  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 moved into the **** townhouses the first month of December in 2021. About 30 days after moving in a new company bought townhouses out and they happened to be Westover companies. I don't know if this is a complaint or not but I'm not sure who to reach out to too about it. I haven't been charged electric for six months and now am being billed for a couple electric bills at one time. My boyfriend lost his job and has got another but hasn't been paid yet. I'm being told if I do not pay my rent on top of the electric the evection process will be starting. I called the office and spoke with someone (very nice) but I didn't feel any better from the call because he said I potentially would be able to stay but there's always a chance If I don't pay enough essentially to their standard I will get evicted. I've never been this late and I've always paid. I'm not sure why there are no payment options for residents who can't pay for the first time on time.

  Business Response

  Date: 06/03/2022

  Office responded to resident and followed up with a message on 6/2/2022 offering to talk to come to a solution and review for a payment plan.  Resident will be emailed today, 6/3/2022 to follow up to get a resolve. Bills were delayed due to the takeover and prior company not stopping service in their name.  Has been corrected at this point.  Thank you.

• Initial Complaint

  Date:05/10/2022

  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 am a resident at Westover Village Apartments, owned by Westover Companies. On 4/6/22, I received an email that my renter's insurance had expired and I would be charged a $35 fee in the online resident portal. My insurance policy did not expire until 4/10/22 so this claim was untrue. I immediately uploaded the new policy (which I had just received from my insurance company) that day and reached out to property management letting them know I just uploaded the new policy, and that this claim was not correct. The response I received suggested somehow I made an error on the Additional Interest listed on the policy, which was also untrue as everything was listed correctly - I confirmed to them that day.I was still charged the $35 fee on 4/13/22. My insurance was verified on 4/14/22 to be in compliance. As of 5/10/22, the fee has still not been removed from the resident portal. I have reached out to the property management NUMEROUS times and they keep telling me it will be removed, but it still has not been. I also reached out to Westover Companies on 5/6/22 for resolution and received no response. I should have never been charged this fee in the first place, and want it removed from my online resident portal account.

  Business Response

  Date: 05/12/2022

  Hello, the fee of $35 that was charged due to the Renters Protection Fee was reversed on 5/10/2022. The resident's balance was cleared at that time. 

  Thanks, Erik L*********. 

  Customer Answer

  Date: 05/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********************