ComplaintsforWestwood Residential & Taylor Land Two Company

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On my move out date I wanted to walk through my apartment with a manager so they can see that I cleaned real good and get my deposit back. Receptionist told me that no one is available so I recorded a video of my apartment before returning the keys. Im surprised that they are charging for cleaning fees. Carpet age is 5years and they never changed it since they built these apartments. It took us a whole day to clean the apartment and they still charged us for cleaning. They also charged me $140 extra the previous month and they told me that they will refund it with the deposit. My deposit was $250.

  Customer response

  01/03/2024

  They refunded my deposit. All good.

  Business response

  01/04/2024

  Our records reflect that a refund for **************** was processed on November 28, 2023. We consider this case resolved.

  Thank you, 

  Customer response

  01/08/2024

  I have reviewed the business response and accept this resolution.

  They refunded my deposit. All good.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stopped by ***************** apartments on Thursday 07/06 to see a friend and parked in the visitor parking, my friend was leaving right away to pick up some food before the store closed I got into the car to accompany my friend to the store. I registered my vehicle as we left the apartments by 11:10 pm ~ 11:15 pm and drove to the store to pick up the food, by the time we returned I realized my car was gone. My friend called DfW Tow at 11:27 pm to inform them that a mistake had been made and that the vehicle had been registered or was in the process of being registered but they did not care. I had to wait 4 hours to get my car back and also had to pay $325.47. Called the office the next day to rectify the issue first associate I spoke with was very unprofessional, did not offer any assistance, later spoke with the property manager who said they spoke with DFW Tow and will refund me half of what was paid, which was unacceptable to me, I do not know what kind of practice this is and very unfair to people who visit this property

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  These are just SOME of the issues that I have experienced during my residency at ********************** - A Westwood Residential Taylor Land Two Property: Beginning with Apt #***:1. My apartment was filthy at move in: The site housekeeper had to come in and do a special clean.2. The residents in Apt 529: smoked marijuana heavily, (which came down into my apartment daily), were having domestic violence issues that could be heard throughout the building, were over occupancy (2 adults and 2 school-aged children) + and unauthorized pet. I sent countless emails (I have copies of all correspondence) and called management countless times regarding this issue - and it was of no consequence. Their behavior remained unchecked until they moved out. I transferred to Apt **** approximately 9 months ago. Issues are as follows:1. This apartment was again filthy at move-in and the make-ready was abysmal. There were also dead crickets in the cabinets/drawers of the kitchen/bathroom. I notified management immediately of the issues - none of which were remedied. 2. The downstairs neighbors in Apt **** were also over occupancy (2 adults, 1 baby, and at least one other child). The constant noise resulted in my complaining to the office countless times, and finally calling the courtesy patrol officer who spoke with them. Their behavior was so extreme that it would shake the walls/floors of my apt until they moved out ~2 mths ago.3. It took over 8 months for my fridge to be repaired, after countless calls/emails. Besides the obnoxious noise it made constantly, my food was getting freezer burn/spoiling constantly. 4. I am currently dealing with a sever cricket infestation in this apt. Mgmt advised pest control would be here on Mon 5/22 & no one showed up. These pests are overrunning my apt, including crawling on my bed. I attempted to contact the Regional Mgr months ago. She called & left a vm without her name. I called back and left a msg, and never received a return call.

  Customer response

  06/05/2023

  The attachment reflects the continued issue I am having with the cricket infestation. I had to incur the cost of purchasing my own glue traps as the on-site management have not assisted me in any way; and 3 weeks later the pest control (that I have been paying $5/month for) still has not shown up. (All photos were taken within the last 48 hours.) I have observed a  cricket crawling across my living room ceiling and less than 15 minutes later, another large cricket coming out of the air vent in my living ceiling. 2 crickets appeared overnight, caught by the trap set in the dining area (between my bath and bedroom doors), 1 in the trap set behind my commode, and 1 in the trap just inside my bedroom door. Additionally, as I now have researched and seen other reviews on the BBB site and online advising that this infestation has been occurring for years at this property, I now not only want to be released from my lease without penalty, I would also like to be compensated for the blatant negligence and unhygienic living situation that I have been subjected to; all while management has known this has been a problem across the site. 

  Customer response

  06/05/2023

  Photos attached. 

  Customer response

  06/07/2023

  An additional 6 crickets in my apartment today: 1. One on the glue trap just inside my bedroom door. 
  2. One the wall above my kitchen pantry door.
  3. One on the glue trap behind my commode.
  4. One on the glue trap just inside my front door. 
  5. One crawling across my bedroom floor. 
  6. One on the glue trap on the floor between my fridge and pantry. 

  I am now at about 3 weeks without having a good night of sleep as I keep waking up on fear of crickets crawling on me or in my bedroom. I have closed, covered or sealed every doorframe, drain, tap, under cabinets, gaps between cabinets and walls and hvac vent (with the exception of the living and kitchen) in this entire apartment. I am constantly spraying Raid as a preventative method which is problematic as I have asthma. I pay my rent on time, have never had any complaints from neighbors, and to be subjected to this every day is indescribable. I don't even feel comfortable walking around my apartment barefoot in fear I will step on a cricket. I find myself constantly looking at the floors, walls and ceilings to see if there are crickets there and every day I am dealing with this. This is a complete nightmare of a living situation. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I toured ************************ in ****** **, late January 2023 with *****************************. I sat there with ****** outweighting the *********** of applying with them, as the property was 45 minutes by highway away from work, smaller than what I needed, didn't have the white cabinets I wanted, no controlled access, BUT it was clean, staff was very nice AND had availability for late May. I informed her, my last complex sent renewal notices out super late, with a $600 increase to rent causing me to scramble last minute to find a ********* had such a hard time finding a place, so I ended up settling where I could. The selling point ****** presented was essentially peace of mind, by having unit #**** secured now, flexibility in when the lease needed to be signed in case I found a complex that met more of my needs/wants & the option to have a shorter lease incase the move becomes too far from work. We went over the appl fees, which she stressed *********** fee WOULDN'T be refundable, as I said I understand becuase the work would already be done on their part, then she confirmed deposit fees would be refundable. I applied SOLELY under the understanding of a refundable deposit, as I was honest about still being on the fence but was sold on I could use this as a safety net, to avoid the frustrations of my last move. Trusing this information, I call to cancel the app in March & was told they were keeping the app & deposit fees, with me loosing $466.95 in total. The unit has now been re-leased in less then 2 weeks. I was honest. I stayed in constant communication regarding my status on leasing with them. I informed them on my descision to cancel with more than 60 days notice, allowing them enough time to re-lease. I did what I could to keep them from loosing money. I was told because of the REASON I choose to cancel, I couldn't be refunded my $250 deposit, but had it been a different reason, she could look into refunding it. Simply put, I feel screwed over, mislead & tricked.

• Initial Complaint

  09/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have lived on Westwood residential property for the last 3 1/2 years. I have struggled with some form of insect problem since I have moved into the property. While at the Villas of Chapel Creek, I had an infestation of crickets, at least 10 a day that were crawling on us in the night, keeping us awake, and causing a very unsanitary living experience. Villas Chapel Creek then move me out of my apartment to solve the issue into their sister apartment at the Atherton. I have been at the Atherton for the last four months. During this time, I have had a reoccurring new insect problem. Various insects including: cockroaches, wasp, bees, and three other types that I have not been able to identify. Not only did I move into the apartment with new bugs, but the apartment was not move-in ready. It took at least a month to get items fixed that should've been fixed when I moved in. It has been an extremely frustrating situation for me and my family. I'm looking for a resolution. I am looking for a refund for the time in which they promised me a clean and sanitary living experience but have yet to provide. They continue to treat every week with no results. My daughter has developed a skin rash that I am afraid is due to the unsanitary living environment and or the high amounts of bug treatments. I need help.

  Business response

  02/10/2023

  Business Response /* (1000, 5, 2022/09/29) */ Please see attached response in regards to Case #91684588: ****** *******. Consumer Response /* (3000, 7, 2022/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the apartment complex has accommodated me a $250 refund, a storage room which also has a bug infestation, and a covered parking, it does not take away from the fact that I was promised if I moved into a new unit on their property I would be provided a safe and clean living arrangement. They have failed to provide me with a bug free living experience. My family and I have had to live with insects in our home for another four months. As they have made many changes to the apartment to slow down the entry points of the insects, it has not totally eliminated them. As they have offered me money to be able to receive one months rent to move out, I have not been able to find another apartment complex with the same rate in this area. The amount they offered is not enough to make up the difference of expenses that I will acquire with higher rent rates, moving expenses, and creating a further distance to drive to my children's school and work. I am asking for my money back on the four months that I have been in this apartment complex. Due to their failure to secure a property and properly treat for insects, my family and I have had to suffer the consequences. I disagree with their offer. Business Response /* (4000, 9, 2022/10/14) */ Please see the attached rebuttal response. Consumer Response /* (4200, 11, 2022/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am asking for full refund of the months that I have paid while living in this apartment complex due to insect infestation. I continue to live in an apartment with bugs on a daily basis. They have not been able to resolve the problems with maintenance request and or treatments. Business Response /* (4000, 13, 2022/11/03) */ The parties are engaging in additional resolution correspondence regarding this matter via email. Additionally, any maintenance concerns are being handled appropriately in accordance with the Lease and Texas Property Code. Consumer Response /* (4200, 15, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I greatly appreciate this company trying to work with me on reimbursement in order for me and my family to move out. However, their offer is not enough to cover the rising rent prices in the Frisco area. It would cost me more to move out then it would be a reimbursement for my frustrations and unsanitary living experience. I do not accept their offer. Business Response /* (4000, 17, 2022/11/18) */ Please see attached rebuttal response on behalf of Westwood Residential

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need to voice a complaint and resolve an issue I experienced with one of your properties' management. I understand miscommunication and misunderstandings occur, but this one seemed a bit unfair. I'm a Realtor/apartment locator and I had been working with a client to find an apartment, after a lot of back and forth we settled on the Travis, I even went in person and communicated I was a locator and assumed the management would honor the advertised commission on SmartApartmentData. That was my mistake, but it isn't my responsibility to update the systems, especially since the manager mentioned it has been changed to 25% since the 18th, she told me that on the 26th. Allison offered no resolution or compromise based on their mistakes, it's the equivalent of saying "deal with it". Bella was wonderful the entire time and did what she could, I appreciate her. I checked days following and they still hadn't changed it up until the 30th. It seems convenient and wrong, sent a message to Westwood and haven't received an update.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/11) */ Contact Name and Title: Kathryn Maloney Contact Phone: XXXXXXXXXX Contact Email: ********@westwoodresidential.com We offer our sincerest apologies for the miscommunication on the locator commission change. As discussed with you today, we will honor the 50% commission on the invoice as soon as the invoice is received to our office. Consumer Response /* (2000, 8, 2022/02/15) */ Good evening, Westwood contacted me directly and we have resolved the issue accordingly, I wish to remove the given complaint. Thank you for your help in this process! -******/Andy *********

*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. ↩