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:04/02/2025

  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 have been living at this Condo for almost 6 years. The *** fee was $220 when I moved in, it is now $570.00 as they made everyone get new Windows/Siding even if not needed and charged over $39,000k per unit for 3 Windows, 1 Sliding Door and 2 walls of siding. I work in the construction business and those charges are more then a whole house and took over a year to get done and things are still not correct. They have neglected landscaping I have brought these things to their attention and just get ignored. I have a swamp/weeds at my front door now for 5 years, they do not spray for weeds/bugs, trim the trees (a homeowner had to do it) charge the tenants to clean up around the dumpsters (garbage around as homeless go through and animals, also brought to their attention with no response). I believe they need to be held accountable for the charges and actions (or non-action)

  

  Business Response

  Date: 04/02/2025

  Thank you for taking the time to share your thoughts on issues facing your community. As the management company for your community,
  we act at the direction of your Board of Directors. While we are happy to engage and share information, it is important to note that we serve as Agents of the
  Board and are not authorized to make any decisions on behalf of your community. Your Board of Directors is made up of fellow neighbors, who have volunteered their service, and work hard in the best interests of the community. We would suggest that you submit your written concerns and comments to our office, so they can be shared with the Board of Directors, and we would encourage you to attend Board meetings whenever possible so that you can learn more about the operations of your community and share your point of view directly with the Board.
  
  In response to the construction concerns you have submitted to the Better Business Bureau, if there are any specific repairs that still need
  to be made regarding the construction project, please let us know in writing so that they can be looked into and shared with the Board. We understand that there remain landscaping needs that still need to be addressed, however, due to budgetary constraints, the current landscaper is working on a limited-service level contract at this time, and only from April-November. There also remain ongoing cleanliness issues with the dumpster area and we have reached out to Waste Management to request that the dumpster enclosure is properly secured on a weekly basis, which should help reduce these issues. In regard to your concerns with the homeless population who are living on the neighboring property, and you have reported that they are going through the garbage, we have requested that trimming of overgrown shrubbery be done on the property, and have requested additional police presence in the area,however we have no legal right to enforce behavior on a property not within or governed by the *********************. The issues that you have raised are worth conversation and consideration but are not necessarily items that can be independently addressed by management, or if they can be addressed, it may take quite some time. We hope you will accept our invitation to attend the Board meetings and continue to provide input to your Board. 

  Customer Answer

  Date: 04/03/2025

   
  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,
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  Money has not been spent as yet. *** in ************ has requested us to repair and pay for common area sidewalk, removal of tree, & replanting of new tree. This is not on our property. The *** has maintained this area for the last 10 yrs. Approx. 2 yrs. ago a sidewalk that needed repair ON our property was done by us. They set a precedence at that same time repairing the common area sidewalk mentioned above without any mention that it was OUR responsibility. The *** ******, mows, & fertilizes this common area. Not us. Its not our property. This issue may need to go to mediation/arbitration.

  

  Business Response

  Date: 11/08/2024

  Thank you for your feedback. As the management company for your community, we act under the direction of your Board of Directors, and under the parameters outlined in your governing documents.

  It appears that your documents are silent regarding ownership of the sidewalks. We reached out to the City of ********* for confirmation, and they let us know that unless the ********************* (***) has something in writing saying that the community is responsible for the care and upkeep of the sidewalks, then it falls to the individual homeowner for maintenance. See attached municipal code referenced in the link below:

  *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.

  According to GIS the sidewalk is public, and the plat references the 6ft easement for the sidewalk that's tied to each lot. You noted that the *** has performed work on the sidewalk in the past and that you were not asked to pay for that work. The Association may choose to make repairs as a one off, or they can make repairs to areas they deem necessary, however, that does not automatically transfer responsibility to the *** for any future repairs.

  The street tree that needs removal to facilitate the repair of the sidewalk is located in the planter strip. While the planter strip is irrigated by the ***, it is the responsibility of each homeowner as well. As a result, the removal/replacement of the tree, if necessary, is the owner responsibility. Please note that these trees are considered street trees and require a permit from the city to be removed/replaced.

  Our team has emailed a copy of the Use and Landscape guidelines for the *** to you for your review. Please refer to page 7 of this document under Maintenance. 

  We have let the Board know that you may wish to pursue mediation. If you would like to meet with the Board directly, please reach out to your community manager in writing, and she will be happy to assist. If we can be of further assistance, please feel free to reach out to your community manager, directly, or to ******* at ************, or *********************** Thank you. 

  
  

• Initial Complaint

  Date:03/20/2024

  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 hired Invest West Management (********* **). to take charge of renting my house.My complaint is about VERY poor customer service.I don't understand the ledger they give me to report the financial side of the business.I called a few time and emailed a few requests to have a in person visit to explain how they use this ledger. Each time they refer me back to the ledger, which I have told them I do not understand. In my opinion the numbers do not match what is happening in the fees they charge me, expenses,collected money, and my "1099" for 2023 does not match the money collected.I really don't know what can be done, but I sure hope I can get an explanation of the finances that are taking place. I would appreciate some help from your office.***************************.Thank you and have a great day

  

  Business Response

  Date: 03/26/2024

  Our team had responded to the complainants' questions previously, and after becoming aware of the concerns that were reported to the BBB, the Head of our ********************* has personally met with him as well. We fully explained the financials and answered all of his questions. However, we understand that reading financials *** not be familiar to all, and have encouraged the complainant to bring in a trusted advisor to meet with us as well so that we can review the financials together to ensure transparency and comprehension, and in the hopes that this advisor can be a further resource to the complainant not only for these questions but for any future questions that *** arise,

• Initial Complaint

  Date:11/16/2023

  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 have recently looked up my renters rights and it states that I am not required to pay for painting the walls or shampooing the carpet we were charged for both and then in Best West reneged on the carpet cleaning after they had told us it was already finished. They then asserted that they weren't charging us for cleaning the walls even though it is on the move out inspection.

  

  Business Response

  Date: 11/21/2023

  Thank you for your feedback. In response to the concerns raised, we were surprised to see this complaint filed, as we have been in communication with the complainant for several weeks over the phone on multiple occasions, and by email. As we have shared with the complainant, the charges made were in compliance with the law, and we have provided documentation to the complainant to support the charges made. The complainant was not charged for painting of the walls. The need for painting was noted on the move out inspection,however it was not charged to the complainant. The complainant was initially charged for carpet cleaning, however, the subsequent resident who moved into the unit requested that the carpet not be cleaned for personal reasons, and the amount charged for carpet cleaning has been processed for a refund to the complainant. 

  Best regards,

  Invest West Management

   

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20882254
  
  I am rejecting this response because: first off you have not given me a receipt that breaks down what exactly was done for cleaning on the apartment. In our Communications you had said that the window areas were dirty and that is the only photographic evidence that we actually have. What rate of pay are you paying the cleaners that it cost $225 to clean out three or four window registers? If that is the only thing that was cleaned then you can't charge me $225 as that is a ridiculous amount of money for a 20 minute job. I will be fighting this and I am currently talking to a lawyer about the situation. I also have no intention of trying to let this issue go and will be reporting on social media how exactly you treat your customers.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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 renting a home managed by Invest West Management LLC for **** years and moved out September 30th 2023. Invest **** sent us a bill (trash bill was payed directly to Waste Connections) which included various items and services that I wont dispute. However the bill included a charge of $2071.22 for new carpets due to pet odor. They kept our security deposit of $1750 and are demanding we pay an additional $702.35. Now my complaint is that this charge is grossly excessive and unwarranted. I would argue that the condition of the carpet upon our move out did not exceed normal wear and tear for 4.5 years living in a home with an approved pet. We kept the living room covered by a massive carpet, cleaned up after any accidents to our best ability and had the carpets cleaned and conditioned. I think a reasonable solution is for the bill to be reduced/adjusted to cover the cost of a professional carpet cleaning service. Invest West should then return the portion of security deposit left over.

  

  Business Response

  Date: 11/17/2023

  Thank you for the information provided. When the move out was completed, it was noted that there was heavy pet odor throughout the home. A professional carpet cleaning vendor was sent to assess the condition of the carpet. They responded that the carpet needed to be replaced. They reported that there was heavy dog odor throughout the home, and in their professional opinion, (with 25 years of experience in the field) that the carpet could not be cleaned satisfactorily. We provided the vendor's report to the complainant previously, and have attached it again for the record,
    
  The carpet was new at the time of move-in 4 years ago.  The complainant was not charged for the whole cost of replacing the carpet and was only charged the depreciated value of the carpet. The useful life of the carpet was estimated at 10 years, with four years of life already used, leaving 6 years of life remaining. The complainant was charged for 60% of the replacement cost, as there was an estimated 6 years of carpet life remaining.

  We understand it can be frustrating to owe a balance after moving out, however, these damages are beyond normal wear and tear, and the necessary replacement was at the professional recommendation of a qualified, third-party vendor. We are happy to set up a payment plan if that would be helpful to the complainant.  If there are further questions, please do not hesitate to contact us. 

  Best regards,

  Invest West Management 

  B

• Initial Complaint

  Date:01/25/2023

  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.

  I own a condo townhome in the Gardens HOA in *********.We hired Invest West for Property Management.We had an emergency leak caused by a storm on Christmas, 2022. We called Invest West. They did not answer. We called their emergency line. They did not answer.We have spent the past month trying to get Invest West to file an insurance claim or hire a company for repairs. They simply refuse to do their job, explaining that they are too busy due to all of the work they have due to the winter weather.They refuse to answer basic questions such as wether or not they have a financial relationship with the vendors they hire. Their unwillingness to hire other vendors is odd and leads me to believe their May be a conflict of interest here.They claim they made roof repairs but refuse to provide evidence, such as a description of repairs, photos, or an invoice.I believe this business to be rude, unprofessional and potentially engaged in inappropriate activity.

  

  Business Response

  Date: 02/02/2023

  Invest West Management provides an emergency response line staffed to respond to emergency calls 24 hours a day, 7 days a week. Over the Christmas holiday, we received a high volume of emergency calls due to inclement weather resulting in roof leaks not only in The Gardens, but throughout ***** County. Our team did respond to this reported roof leak, and a contractor was dispatched as soon as weather conditions and vendor availability allowed. There is no connection whatsoever between Invest West Management and the company utilized for this repair. We have submitted the complainants request for documentation of the  repair, and will provide when made available.  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Invest West management is the company that I have rented with for over two years now. When it came time to renew are lease, we signed a 12-month agreement stating that we would be paying ******** a month. However, For the months of September and October me and my roommate paid ******** dollars. Which is Invest Wests current month to month rate. We were told we would be reimbursed the 400 dollars for the month of November but that has yet to happen.

  

  Business Response

  Date: 11/28/2022

  To Whom It May ************************ called and spoke with ************** on November 22, 2022 by phone to let her know that we had made the necessary corrections to her account on November 9th. She said she needed time to review her bank statements and would call us later to discuss. We followed up by email at the close of business day on the 22nd to see if she had time to review her records and to please reach out if she had any additional questions. She called back November 23rd after we had closed for the holiday. We would be happy to discuss this issue with her further should she wish. 

  Reviewing our records, we see that ************** was offered a lease renewal, which appears to have been signed on September 30th. Due to the timing, the lease had not been updated in the system when rents were charged on November 1st resulting in her account going to a month-to-month status, and incurring a $200 month -to-month fee.

  For the month of October, ************** made a payment of $1835, ($1575 rent, plus $60 utilities, plus a $200 month-to-month fee) as she had not renewed her lease until September 30th, which caused the system to automatically charge her the month-to-month fee of $200. 

   For the month of November ****************** account remained on month-to-month status in error and she was again charged $1835 ($1575 rent, plus $60 utilities, plus the $200 month-to-month fee). 

  On November 1st, she would have owed $1635 ($1575 rent, plus $60 utilities). She made a payment on November 1st of $1518.

  We have credited the $200 month-to-month fee charged for October and removed the $200 month-to-month fee charged for November. This leaves ************** with a credit on her account of $83.00. We sincerely regret the error and are happy to discuss this further with ************** and to review the records should she wish to do so.