Complaints

This profile includes complaints for Westdale Asset Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Westdale Asset Management, LLC

  2550 Pacific Ave Suite 1600 Dallas, TX 75226-1433

• 

  Johnston Creek Crossing Apartments

  10310 Cedar Trail Ln Charlotte, NC 28210

• 

  Westdale Asset Management, LLC

  4111 Polaris Dr Irving, TX 75038-4602

• 

  Westdale Asset Management, LLC

  17878 Preston - Leasing Office Dallas, TX 75252

• 

  Sabal Point Apartments

  12512 Sabal Point Dr Pineville, NC 28134

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:07/16/2024

  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.

  This is regarding the property located at *******************************************************************. My dad is in his 70s and was starting to get sick so we had to move him out the Apartment due to mold and other issues. ******** did let me do an early release I moved and took pictures of the apartment. The vinyl was one of those items on the final list. In two corners it started peeling and just go bigger. I did tell maintenance, but he stated they would fix it once we moved. I received our final bill for items that needed to pay. I don't dispute them all, but I will dispute the carpet, which was still in good condition, the vinyl which I had no control over and Maintenace said it would be fixed. Just didn't know they would try to make me fix it. I moved him out in February or beginning of March. Once I received the notice, I reached out to ******** on 04-04-24 letting her know about the carpet and vinyl. She stated there was nothing she could do, and she let me out of the lease early, which I appreciate. I told her to give me the number to corporate so I could send all pictures of everything that was wrong including all the mold. She stated she was going to send an email to corporate on 04-06-24 and get back with me. I never heard from her until I received a collection notice around the end of June 2024, and I sent her an email on July 3rd asking her if she every sent the issue to Corporate. On July 8th, she stated she did get with them and gave me *********************** contact information. I reached out to ******************* on July 10th, and again July 16th. which se responded with no help. I don't mind paying some of the charges, but I refuse to pay for new vinyl, and I did let Maintenace know, and he saw that it was peeling. I took pictures of the carpet and there was nothing wrong with it. I have all correspondence in email. I would like the collection removed from my credit as well as his until this issue is resolved appropriately.

  Business Response

  Date: 07/23/2024

  We have resolved the issue with this past resident and made a settlement agreement with them.

  Business Response

  Date: 07/23/2024

  We have resolved the issue with this past resident and we have made a settlement agreement with them.

   

• Initial Complaint

  Date:07/10/2024

  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.

  Myself and my boyfriend moved out of The Alastair property at *********************************************************************************** on May 25, 2024. We took video and returned the keys to the front desk. No one was available to do a walk through with us because the office was closed Memorial weekend and did not open back until Tuesday May 28th. Toward the end of June we began contacting the property about our expected return of our security deposit. I spoke with ***************************, who told me to expect the return to be sent out within 30 days. After the 30 days went by and still no sign of the return I began calling again. This time with no help, or follow up until I sent an email recently and they sent me back my charge offs and say Im only getting $6.58 back from a $2852 security deposit. Which is unreal when we left the apartment in immaculate shape. Attached is all documentation, of the security deposit, the lease agreement, all fees and charges upon move out and how much Ive paid to have the carpet deep cleaned previously. They charged me $492 for carpet replacement. There is only 2 rooms with carpet in the home. Ive gotten the carpet cleaned and it only cost $103 for 2 rooms. Please help me resolve this issue and get my deposit back from this property. I took video footage of the apartment but there was an issue uploading the video so I attached photos taken from the video to support my claims which may be a little distorted. Should video be necessary I can provide that.

  Business Response

  Date: 07/11/2024

  Good Afternoon,

  The Community Manager, ***************************, has consulted with ************ and ****************** regarding their refund and communicated the following details:

  1:  The correct refund amount is $2034.24, not $6.58.
  2:  The carpet charge pertains to replacement rather than cleaning. This cost was prorated based on the anticipated 5-year lifespan of the carpet and does not reflect the full replacement expense.
  3:  The refund check will be expedited via ***** for delivery.
  

  Following their discussion, the Community Manager has provided clearer explanations regarding the charges, and we are confident that all issues have been satisfactorily addressed.

• Initial Complaint

  Date:06/05/2024

  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.

  I live at their property, Reflection at ************ and this complaint pertains to the on site manager of this property.-almost a year ago maintenance came into my apartment and left my back door open. (after this I called and asked them why this happened and told them to please be more careful)-last winter maintenance came in and must have left the door open while they were inside and released my cat. (after this incident I called them and told them I do not want them in my apartment when I am not home)-last time maintenance was here they left my door unlocked (I called and requested the same thing as before)- and then today my apartment was left unlocked for who knows how long so that the **** repairman could come into my apartment any time they want. I called the office and left a message informing them that this is not acceptable and I would be filing a complaint with their management company. I received a call from them after this and got to enjoy the manager yelling at me. I told her I dont need to listen to this and hung up. not 20 minutes later the same manager was at my door through the door I could hear her complaining about me and asking the **** crew if they "need a key for the building?" implying that before they didnt as thhe door was unlocked. After getting dressed and answering the door expecting the manager to ask for entry, but htis was not the case. I was barely able to say anything except for "well my door was unlocked when I got home, and I heard you asking the **** crew if NOW they need a key" She then started yelling again so I closed the door. She never once asked for entry and through the door she yelled "we're going to write you up for not letting us in". I would have happily let them in while I was home, but she was too embarrassed and unwilling to admit what was done so she yelled and threatened me with a write up instead.

  Business Response

  Date: 06/13/2024

  Thank you so much for allowing us to address your concerns on work order notifications and processes at Reflections at ************* We have updated your records to accommodate your request that we are to notify you in writing 48 hours in advance prior to entering your apartment for any preventative maintenance items or mandatory city related inspections.  In the event that there is an emergency that if not responded to immediately will cause hazards to your apartment or any other apartments, we will make every effort to call you prior to entering your apartment.  We have updated notes to your resident profile to default to call first prior to entering.  Please make sure you also toggle that function as well when generating any work orders through the resident portal. We look forward to a resolution. 

  Customer Answer

  Date: 06/13/2024

  I have talked with ***** at the leasing office and he provided me with a specific date for when they would be coming to my apartment and told me that in the future if I talk within he will adjust the day and time to help accommodate me as he understands my complaint.

  That being said this does not excuse the 2 years of being afraid of losing my things or my pets every time the management needed to enter my apartment. I now request off from work because I will not accept this. In reference to the most recent incident this is the notice I was given (see attachment). I can not take off an entire week just to make sure my apartment doesn't get left open and my pets don't get let out. It is also unacceptable to yell at me when you have made a mistake I don't care how embarrassing it is you don't get to do that and as this is my home you will not yell at me here.

  I'm hopeful that ***** continues to work with me while I am staying at these apartments but this would not be the first time I've been disappointed either.

  Customer Answer

  Date: 06/13/2024

  I am rejecting this response because: you did not address my complaint at all. The management office has always been required to notify before entering my apartment. The problem is they give an unrealistic window and they just plain lie about when they will arrive. Then again leaving my door open or unlocked is not okay. Then, to yell at me when I attempt for the 10th time in 2 years to get someone to listen to me and stop leaving my door unlocked or stop leaving my door open is completely ridiculous. I'm not even going to get into the "write up" and threating eviction because I'm asking for my door to remain closed and locked.

  While I'm hopefull this will be handled more professionally in the future I doubt it will be and I still have a landlord who yelled at me over the phone and then when that wasn't satisfactory she came to my home to yell at me, never once attempting to fix the situation.

  so if that doesn't make it clear NO you saying you fixed it by doing absolutely nothing is not an acceptable resolution.

  Business Response

  Date: 06/13/2024

  Good afternoon.  Any concerns about Westdale employees are handled internally, we do not discusses employee related matters to the public.  We have messages as well as a key access log where it does confirm that keys weren't pulled for that building until after the interaction occurred between the resident and the office manager at his apartment.  The resident was sent a letter 48 hours letter prior to the work being scheduled.  The contractor was on the building's roof checking the condensing units prior to them accessing any units that day.  The resident wanted a resolution that we always call first prior to entry and we added notes as such, but I can't say that if the downstairs neighbor had water flooding into their unit that we would have to wait for him to allow permission in this scenario or any other extreme emergencies before securing the property.  

  Business Response

  Date: 06/13/2024

  Good afternoon.  Any concerns about Westdale employees are handled internally, we do not discusses employee related matters to the public.  We have messages as well as a key access log where it does confirm that keys weren't pulled for that building until after the interaction occurred between the resident and the office manager at his apartment.  The resident was sent a letter 48 hours letter prior to the work being scheduled.  The contractor was on the building's roof checking the condensing units prior to them accessing any units that day.  The resident wanted a resolution that we always call first prior to entry and we added notes as such, but I can't say that if the downstairs neighbor had water flooding into their unit that we would have to wait for him to allow permission in this scenario or any other extreme emergencies before securing the property.  

  Customer Answer

  Date: 06/13/2024

  I have reviewed the business response and understand that internal solutions should stay private. While I dont necessarily accept this response as adequate I feel my concerns have finally at least been listened to by someone even if not believed. I would also like to add that the manager ***** in the leasing office has done a lot to attempt to fix the issue and that has helped in my willingness to close this complaint.

• Initial Complaint

  Date:05/22/2024

  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.

  On 4/26/2024 we moved out of a unit to a different unit with the same property. We were not told of any issues when the leasing consultant did the walk through. Myself and my former roommate were due our security deposits and she was also due her pet deposit. So far we've gotten a move out statement with false charges and the complex is ignoring our communication to contest the move out statement the only legitimate charges is the cleaning fee. The rest is fraudulent and made up. We caused no damage and the rest is normal wear and tear due to use. We lived in the unit for almost 2 years. It was in rough shape when we moved in. The tub at the drain was cracking and the countertops were scarred and peeling. This is not our fault. The complex is trying to keep our deposit unjustly. We want our deposits back minus the cleaning fee. I emailed the property management but as stated previously our emails are being ignored. We want our money back minus the cleaning fee. Were owed the deposit.

  Business Response

  Date: 05/29/2024

  Manager spoke with the residents to break down what they were charged for and why. Before sending out a final statement, the office reviewed their move in check sheet to see the condition of the apartment when they moved in.There was no mention of the bathtub or countertops peeling. Manager also sent them pictures of the damage they were charged for. The resident insisted that the wall damage is normal from hanging pictures. They did attempt to cover the holes with spackle, but manager explained that the walls still needed to be retextured after spackling and some of the spackling was not done well so minor drywall work needed to be done.
  
  Since the manager had not received a bill for the cost of resurfacing the tub and counters the manager removed the charge from their statement even though this is damage they caused and not something noted at move in. the manager did,however, receive the bill for the wall damage and it was in fact more than the $250 that the residents were charged.  After this adjustment, the residents will be receiving a partial refund of their deposit as the only things they are being charged for is the cleaning (which they arent disputing) and drywall repairs which isnt even the full cost of repairing the damage they caused.  Total refund back to the resident is $230.91
  
  
  
  

  Customer Answer

  Date: 05/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/16/2024

  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.

  The complex has towed our (registered) vehicles multiple times since we moved in last fall. They have failed to provide us with justification as to why the vehicles were towed and offered no assistance to help prevent this from happening in the future. Not only have we thousands of dollars to the towing company, but this has caused us to lose out on money from working, as we have no other means of transportation to get to and from our jobs. At this point, we're feeling targeted in our own place of residence and do not feel secure or that the management will remedy the situation at all. Completely unethical business practices and if this happens another time, we will be pursuing legal counsel.

  Customer Answer

  Date: 05/17/2024

  This property management company encourages unethical business practices. We live at one of their properties in ****** and have had our REGISTERED vehicle towed multiple times, costing us thousands of dollars in towing fees and missed time from work. Management offers no justification as to why a registered resident's vehicle is being towed for parking in front of their residence. It feels like racial discrimination and we feel targeted, as this has happened multiple times since moving in and we have not been there for a year yet. I'm at a loss of what to do, as we are already strapped for money (part of the reason why we chose this specific property) and feel as though we are being taken advantage of. Any business that exploits its clients should not be in operation.
  

  Billing Adjustment

  Business Response

  Date: 05/20/2024

  Please provide the name of the complex. 

• Initial Complaint

  Date:02/13/2024

  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.

  Employee Thomas ****** and Angie ****** of Cushman and Wakefield in Orlando, FL ( located in the Vida Winter Garden, Florida Apartment complex) gave in writing misrepresentation of a train schedule. Stating that the train does not go by in the night and more specifically the train does not pass by the building during the hours of 11pm-7am. (See attached email). I had only occupied the unit for less than 24 hours when the train came by at 1:45am for a 30-45 minute stretch and then again at 2:45am. Waking myself and my 2 year old daughter during this whole ordeal. I emailed both employees asking what my options are as I cannot live like that and was sleep deprived the following day. Angie stated there was nothing she could do and the only recourse is to forfeit two months of rent. (on top of all the other prorated rents/deposits I have paid) In excess of $7500. I have been pleading with her for other more lenient options as I am a single mom and have a limited source of income. Please Help.

  Business Response

  Date: 02/19/2024

  On January 19th at 12:15 PM (prior to Ms. ***** ****** and ***** *********** applications getting approved) Ms. ****** asked Thomas (leasing consultant @ Vida Winter Garden) if he could help her find the times for the train crossing.  Thomas informed Ms. ****** there was no set schedule for us to look up.  Later that same day, Ms. ****** expressed concern about the train’s schedule and noise.  Thomas notified Ms. ****** that according to residents of that building, they have not heard the train in the middle of the night.    Thomas also informed Ms. ****** he does not live in the building; therefore, he didn’t really know.  Thomas added, it is a freight train therefore, it is not consistent.  Thomas then asked Ms. ****** if she would be more comfortable in another building.  Ms. ****** was provided with options of all the available 2-bedroom apartment homes we had available.  At 3:02pm on January 19th, Ms. ****** made the final decision to move in to the originally selected apartment.  *** ******** application was approved the following day (January 20th) @ 3:45 PM.  At 3:48 PM on January 20th, Ms. ****** asked Thomas for details of the move-out policy.  Thomas provided Ms. ****** with the requested details.  Ms. ****** and *** ********* moved in on January 23rd.   At no time was Ms. ****** guaranteed the train would not run in the middle of the night, this is obviously not something that the management of Vida Winter Garden could possibly guarantee.  Per the email provided by *** ******, Thomas was just relaying what the residents of the building beside the train tracks had said. 

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:   

   

  Angie and Thomas have provided no other solutions to moving out  (when I had only been in the apartment for less than 24 hours) than to pay 2 months fee. The first night was when I heard the train go by and immediately contacted them hoping they would be sympathetic to the situation after they lied to me to get me in. Angie was also unable to move me to a different location which was another option Angie so matter of factly said "NO" to. 

   Thomas said he was a resident of the apartment building and like other residents they are all aware the train comes at night. I have a few residents willing to gives statements that it usually ONLY comes at night and it lasts for several hours. If this is something he chooses to lie about and obtain residents fraudulently then I guess that reflects the business practices of their management company. 

   

  I was hoping for a more positive response from Angie as she is considered upper management but in this case I am very disappointed with their immaturity and uncaring attitude towards such a big issue. I moved in upon the guidance of Thomas, the employee representing the management company stating that the train does not in fact run through the night. Now knowing he is a resident this is most definitely fraudulent information and had he been honest and said the train has ran at night before, I would have NEVER moved in. 

   

  I am still seeking a refund and a more amicable solution to this problem and move out. Now that I have complained about this situation they are also ignoring my requests for maintenance issues to be fixed. 

• Initial Complaint

  Date:10/23/2023

  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.

  Westdale property management has been very quiet despite significant on-going issues.There's a lot of unhappy talk in ***************** about the outdoor ********** area being condemned by the ******* ***************** for most of the summer and continuing into the fall.They have not provided the amenities they brag about on their website for months and months despite paying the high rent fee. We deserve a rebate for not having any outdoor space to use for many months. Or answers.The management refuses to provide any communication or updates and refuse to respond to repeated emails requesting information.In addition to the outdoor area being condemned, the building is falling apart. Although the maintenance staff works hard; they seem understaffed and cannot keep up. Examples from past 2 months include:The A/C units are 15 years old and make *************. First A/C stated they stopped manufacturing them for several years with no spare parts. The Management refuses to replace the A/Cs unless they fail completely because of the high cost. Covered unit with heavy blankets, use a noise generator and ear plugs while sleeping; still noisy, the walls still vibrate.Large A/C drip pan full of water over the bathroom sink drained into the toiletry cabinet. A ***** bolt dropped out with the torrent following.Finally bought 2 new toilet seats after 5 months of being disgusted from the previous residents stains.Tenants given 2 two elevators for 30 floors. Management reserves freight elevator for their staff and the (more) occasional move-out. 2 elevators are overworked and constantly break down. At least I can walk up 25 floors. Others complained to 311 and the city. Firefighters and emergency personnel may not be able to evacuate sick or injured!***** went out with clothes strung all over the apartment all weekend. Repaired though.Unfortunately, I do not have the time, nor can I deal with the frustration of canceling the lease and moving elsewhere.

  Business Response

  Date: 10/27/2023

  In response to the complaint,

  Westdale Asset Management took over ownership and management of ***************** on August 10th, 2023.  After reading Mr. ****** complaint, I don't have on record in our Yardi Managment system where he has placed a work order with us for any of the listed repairs.  We have an online portal for residents to submit all work orders.  As well as the office is 9 to 6 M - F and 10 - 5 Sat.  The property email address is **************************.  We have not received any from *************** 

  As far as the Pool area being closed by the city, that is true.   The August 5th, 2023, the Saturday before we took over ownership of the Property.  A Child drowned in the pool, which triggered all city inspections of the pool.  We were not the owners at that time and the day before we closed with the bank and took ownership of the property we were took about the incident.  We have been following all the city requirements to reopen the pool.  We have hired contractors and in the final steps of approving the bids to start the required changes to the pool area.   The updates that have been sent out to the residents were on the following dates.  9/1/2023 9/29/2023 10/27/2023.  This was sent out in an email blast to all residents. 

  If you have any questions please feel free to contact me at the following email address ******************************************  

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

  Property Manager of *****************

• Initial Complaint

  Date:10/23/2023

  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 Monday 10/16 my partner was on his way to our vehicle when he noticed one of the windows was smashed. This was around 4:50am when we found the window smashed, we assumed it may have been the neighbors above us because we have complained multiple times to the leasing office that they are always being loud, during quite hours and running around upstairs. (The leasing agents I spoke with was ****** and another lady however I dont remeber her name) We went to the leasing office when they opened at 9am and explained what had happened and they informed us they would not be investigating this, which I do not understand why, because this happened on their property. I told them that I see one of the residents here has a camera and may have caught who did it however they informed they would not investigate that. I am very dissatisfied with how they handled this. They have security but they are not even on the property, which defeats the purpose of having security because they cant even secure this apartment. This was the final straw for my partner and I because we have been living here for about 3 years and theres always been an issue with the people above us. I would like to get out of this lease with no CHARGES because its not right to be renting somewhere you are not comfortable in when the leasing office does nothing to resolve it.

  Business Response

  Date: 12/01/2023

  Dear ******,

  We are sorry to hear that you are dissatisfied with the service provided at *********************************************.  Our goal is to provide quality service to each of our residents.  We have reached out directly to discuss your concerns.  We apologize for any inconvenience the car vandalism may have caused.  Per paragraph ************************************************************* property loss from any cause.  All criminal matters must be reported to local law enforcement.  Our staff has discussed obtaining the police report number and is happy to assist APD with any information we may be able to provide.  However, to date this information has not been provided.  Should you wish to provide us with this information, please contact out Property Manager directly at ************.  Our Lease Contract states that we do not warrant security of any kind.  We are not equipped or trained to provide personal security services to you, your guests or occupants.  We do have a courtesy patrol service to assist with after hour occurrences but can not guarantee the safety of our residents.  Furthermore, our staff has provided you with the terms of terminating your lease prematurely, as outlined in your Lease Contract. If you would like to terminate your lease under the terms of our Early Termination Addendum, we must be provided a 30 day notice and early termination fee of $1,500.  We hope you will provide us with an opportunity to further discuss your concerns and look forward to hearing from you.

   

• Initial Complaint

  Date:10/11/2023

  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'm concerned because I paid the last balance on my account of $296.15 on September 14. However, yesterday I got a letter at the door about you withholding my security deposit for the same amount. This is wrongly withheld and I'm requesting my security deposit back, I don't owe anything. I'm also aware that I was charged $90 for cleaning when I left the place very clean, it took me two full days to clean it. I also took pictures for proof. I was also charged $142 for a microwave board replacement and this is another wrong amount charged to me as I called the office and let them know that due to the power that went out the microwave board was glitched. This was totally out of my hands and it's not right for me to be charged for this. I shouldn't be to blame when the power goes out and damages things. All of this is wrongly withheld and you had 15 days to return my security deposit and amount that are wrongly withheld. I have the proof of the phone call I made to your office to let them know and they said they were going to put the request which never happened as well as the photos of the apartment cleaned. I'm acting in good faith and I'm hoping you do as well. I look forward to hearing from you.

  Business Response

  Date: 10/12/2023

  Hello, there is no information provided regarding the property name and apartment number. We cannot respond to the complaint without those details. Please provide more information. 

  Business Response

  Date: 10/13/2023

  Good Afternoon *******************,

  Upon review, we did find a work order placed on 04/15/2023 stating the microwave was malfunctioning. Regarding the cleaning fee, we understand and appreciate your time taken in cleaning the apartment upon move out, but in Special Provisions on page 10 of your lease it states A non-refundable regular cleaning fee will be charged during and due with your last months rent payment. Studios and 1 bedrooms are $90, 2 bedrooms $100, 3 bedrooms $110. This fee will be used for regular cleaning of your apartment upon your move out.. We will be issuing you a refund of $142 for the microwave board replacement, this will take an estimate of 1-2 weeks to be refunded back to you. We do apologize for any inconvenience this may have caused you, as that was not our intention. We appreciate your time of residency at *************.  

  Customer Answer

  Date: 10/14/2023

  I also wanted to remind you that Im still waiting for the additional credit since I paid $296.15. I had a credit for $99 (security deposit). The cleaning fee is shown as damages. According to ******* law, the landlord can charge a cleaning fee if its beyond normal wear and tear and excessive cleaning is needed. I honestly made an effort to clean the apartment and it took me two days, I left it in good conditions therefore, I disagree with this charge. Again, the charge is to be applied if the apartment is beyond the normal wear and tear and thats why it reflects as damages on the invoice. Its unjustified for me to be charged that amount. I have proof and pictures if you wish me to attach them here or send them through email. After all the other deductions, the refund I should be receiving in total is $232. I look forward to hearing from you. Thank you
  

  Business Response

  Date: 10/17/2023

  Good afternoon,

  Attached please find a copy of the lease contract that shows the resident agreed to pay for the cleaning fee.

  Please let me know if you have any other questions.

  Thank you,
  

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

  Customer Answer

  Date: 10/27/2023

  Hello, thanks for your prompt response. I want to clarify that this was showing on the invoice as damages when they are really not. I can attach pictures of the entire apartment here or send them through email as you wish for your review. The cleaning fee must be there so the resident pays if they dont follow the move out cleaning instructions. On page 9 clearly states:  CLEANING. You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies, garages, carports, and storage rooms. You must follow move-out cleaning instructions if they have been provided. If you don't clean adequately, you'll be liable for reasonable cleaning charges. I dont see these charges as reasonable, I gave up my time to thoroughly clean the entire apartment and left in good conditions. Please understand these are not reasonable charges since there was nothing left to clean in the apartment; again if you need pictures and videos I will gladly attach them here for your review. I want us to come to a fair resolution, Thank you for your response. 

• Initial Complaint

  Date:07/24/2023

  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.

  Westdale Asset management placed an outstanding balance on my rental history that is hindering me from moving into another apartment. Theyve been paid in full since 2021. They removed the collection but not the balance from my rental history. With this said, I would like that removed so that I can move forward with getting approved for an apartment application.I was not made aware of this until I went to try and get approved for an apartment 2 days ago which is why Im just now attempting to resolve this issue.

  Business Response

  Date: 07/31/2023

  I have attached the final ledger for the complainant.  As you will see, it shows that she has a zero balance with us.  

  The property where she resided has been sold and we no longer manage it.  But if she is needing a rental verification, it can be sent direct to me and I can complete that for her. 

  My email is ******************************************.