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:07/24/2025

  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.

  Business Name: Westward360 (on behalf of my ***)Date of Transaction: June 19, 2025 Amount Billed: $820 Amount Paid: $0 (disputed)What the Business Committed to Provide:The ***, managed by Westward360, is expected to offer responsible property management, including proper communication and approval before performing non-emergency work inside private units. Illinois law and *** standards prohibit such repairs without owner notice or consent.Nature of the Dispute:Im disputing a charge of $820 billed by the *** for a leak investigation ($175) and drywall repair ($645).The original leakfrom my bathtub into the unit below when Jacuzzi jets were onwas discovered during a May 19, ***************************************On May 22, I hired a licensed plumber, who confirmed the issue and recommended replacing the tub. The tub wasnt used between May 22 and the June 11 repair.I informed board director ***** of our plan. On June 11, the tub was replaced. Since the downstairs neighbor wasnt home, I told ***** my plumber couldnt verify the repair. He said *** maintenance (*****) would inspect it on June 13. A few days later, ***** confirmed the leak was fixed.Yet on June 19, I received a bill for the investigation and drywall work. I was never told drywall repair was needed or that work would be done. This was never communicated before or after the inspection. I had no chance to approve, see the damage, or use my own vendor. The bill was the first notice I *********** plumber reviewed the area afterward and said only touch-up paint was needednot drywall work. I have written confirmation of this.The *** doesnt have authority to approve non-emergency repairs in private units without notice or consent. No emergency existed after May 22. Yet they proceeded with work in my namewithout contacting me or getting approval.Has the Business Tried to Resolve the Issue?No.

  

  Business Response

  Date: 07/30/2025

  The ****************** of Directors decided to proceed with repairing the faulty fixture, as well as addressing the resulting drywall damage to the unit below. This course of action is guided by the Illinois Condominium Property Act, not by Westward360 Management.
  
  The Board proactively informed the responsible unit owner of the decision, including that the cost of these repairs would be assessed to their account.
  
  The unit is now under contract for sale, and the owner is trying to have these repair charges removed from the Paid Assessment Letter prior to closing, and the Board is not agreeing to that.
  
  Thank you

  Customer Answer

  Date: 07/31/2025

   
  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,
  
  Kakhaber Urigashvili

• Initial Complaint

  Date:06/30/2025

  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 am the Owner/seller of a condo unit. At closing I was charged ****** for a move-out deposit. The closing date was May *******. Westward 360 website says the money will be returned in ten says if no damage was caused. I did receive an email confirming that no damage occurred. However, I cannot get them to return the money. Every week I receive a generic email saying I will receive the money in 10 to 14 days. I call every week to ask and get the same reply. I do not believe they want to refund the money. The property is ****************************************. The property owners are listed as ****** ***** AND **** ***. They received the move out fee on 6/6/2025.

  

  Business Response

  Date: 07/07/2025

  Hello, thank you for bringing this to our attention. Can you please let me know the person who you've been in communication with, so I can look into this further?

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** HASNT BEEN WORKING AND HASNT BEEN COOLING THE ***** MULTIPLE PEOPLE IN MY BUILDING HAVE F**ED SAME ISSUES BUT SOME ARE HAVING GREAT **. WOULD LOVE FOR THE COMPANY TO DO WHATS RIGHT AND CHECK OUT THE ** WEATHER HAS BEEN AT AROUND 93 DEGREES AND AND HOME STAYS AT ABOUT 85 DEGREES. I HAVE KIDS AND SMALL ANIMALS IN MY HOME AND NEED THIS FIXED ASAP BECAUSE I WONT BE PAYING THEM UNTILL THEY DO!

  

  Business Response

  Date: 07/17/2025

  Hello, can you please let me know the name of your property manager? 

• Initial Complaint

  Date:06/07/2025

  Type:Product 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.

  Westward360 is a HOA management company we hired for our condo community back in late 2023. Our contract states that they are to be charging us $93 quarterly for an admin fee. They have been charging us $269 quarterly since they've been working for us. I have requested investigation and a refund and to correct the issue going forward. Almost 3 months later, it's excuse after excuse as to why they haven't refunded the amount owed back to the condo community. I have followed up weekly with either no response or an email stating it is in process with no idea of when it will be complete. I request a refund for the amount owed immediately. They have also said that they will be sending out a letter stating the fees will go up for 2026. Our community will not be accepting any changes in contract fees.

  

  Business Response

  Date: 06/09/2025

  Hello, can you please let me know the name of the property manager so I can look into this?

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23438425
  
  I am rejecting this response.

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

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

  

  Business Response

  Date: 06/27/2025

  Thank you for bringing your concerns to the BBB, I have been in communication with the Board concerning this matter and have been working with our corporate accounting department to rectify the situation. Per the email I sent to the **************** of Directors on June 25, 2025 the credits to your account have been given in addition to a credit of the June 2025 management fee for the delays in response to your initial request. We value your business at Westward360 and look forward to continuing to work with your Association.
  
  
  Best wishes,
  ***** ****

  Customer Answer

  Date: 06/30/2025

   
  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:06/06/2025

  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 facing a frustrating situation with my current property management Westward360, who took over from Hillcrest Management a few months ago. I have been diligently paying my rent on time, through auto-pay, and have never been late.However, current management is charging me late fees on an outstanding balance that i believe is inaccurate and originates from their clerical errors when they took over. Specifically, I have noticed charges for leasing fees and other unspecified amounts that you believe were already accounted for or paid under the previous ************************* resolve this, my current property management is asking you to produce ledgers and documentation from Hillcrest Management, but I've been unable to do so because Hillcrest has been unresponsive to your requests. This puts me in an impossible position: I am being penalized for an error I didn't cause and are being asked for documents I can't obtain.This issue has been ongoing for two months, and I feel it's an unfair extortion targeting my working family, given my consistent payment history. I am seeking assistance to resolve this persistent and unjust situation.

  

  Business Response

  Date: 06/09/2025

  Hello, can you please let me know the name of your property manager so I can look into this?

  Customer Answer

  Date: 06/30/2025

  Complaint: 23433923
  
  I am rejecting this response because: my complaint has not been resolved. The property manager's name is ********* ******; you can reach her at *****************. Thank you for your time.
  
  Sincerely,
  
  Ikabalhusen Ajameri

  

  Business Response

  Date: 07/17/2025

  Hello,
  
  We have agreed to waive any late fees on owners accounts. We have already removed the leasing fee and late fees on his account. His balance is now $135.27 after he pays his July assessment.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23433923
  
  I am rejecting this response because: 

  Could we please re-oppen the case since the issue is not resolved. The charges are still in account and what the association is saying were different charges that were also wrong. 

  
  

  
  
  Sincerely,
  
  Ikabalhusen Ajameri

  

  Business Response

  Date: 07/30/2025

  Looking at the account again, the fees were waived in May for leasing fees and late fees. The owner came to us from prior management with a balance forward of $135.27, that is what is currently owed. Attached is the ledger to reflect this. 

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23433923
  
  I am rejecting this response because:
  I understand your ledger indicates that the leasing and late fees were "waived" in May and that the current balance of $135.27 is a carry-over from the previous management. However, this is precisely what I am trying to convey: those specific fees (the late fee and the lease fee) were indeed charged to my account and deducted from my bank account without any prior notification.
  The lease fee, in particular, is a bogus charge as I have never rented my unit to anyone. This strongly suggests a clerical error occurred when the new property management took over. The fact that these charges were applied and then funds were withdrawn from my account without my knowledge.
  My concern is not solely with the balance amount of 300+ carried over from the previous management, but with these incorrect and unnotified charges that have already impacted my account.
  
  Sincerely,
  
  Ikabalhusen Ajameri

• Initial Complaint

  Date:05/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at ***************************** and am filing this complaint due to ongoing negligence and misrepresentation by the property management company (Westward360) regarding building security.Our building has a visible security camera installed in the lobby, which appears non-functional. I have experienced numerous instances of package theft and submitted multiple written inquiries requesting security footage. The management company has consistently ignored these requests and failed to confirm whether the camera is operational.This raises serious concerns about tenant safety and false advertising. If the company is claiming to provide secured common areas or functional surveillance either through marketing or lease documentation but fails to maintain these systems, it constitutes a deceptive business practice. Tenants have a right to know whether surveillance equipment is functioning, especially when theft or crime occurs on the premises.Despite multiple requests, no effort has been made to clarify the status of the cameras or take action on tenant concerns. This lack of transparency and accountability reflects poorly on the companys commitment to tenant safety and property protection.I am submitting this complaint in hopes that it prompts the company to take corrective action and communicate clearly with tenants regarding security expectations and responsibilities.

  

  Business Response

  Date: 06/09/2025

  Hello, can you please let me know the name of your property manager so I can look into this further? 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23388154
  
  ****** ********** and Izreon ****** of Team 6 manage this property, but I have primarily been corresponding with ******. An update was provided by ****** regarding building security:

  "Unfortunately, the camera in the lobby has been more of a deterrent than an active recording."

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

  

  Business Response

  Date: 06/24/2025

  The camera at the front entrance is very old at the property and does not always work. This tenant was told before that it's more of a deterrent.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month a ago I noticed that my kitchen rug was wet, so I lifted it and pressed on the floor and water was coming up. I put in not one but two work orders to the ********* and three weeks after I put the work order in they sent a ******* out to check and see where the issue was coming from. He found the source of the leak and let West Ward know. A week after the first ******* came out, they scheduled another ******* (he never showed up) to come out and cut a hole in the wall and see if the leak is coming from the outside wall (********* has to pay to fix it) or if it's coming from my unit (which would be my responsibility to fix it, per the bi-laws). I just spoke with ***** from ********* today after calling every day this week and supposedly another ******* is coming tomorrow to cut the whole in the wall. The longer they wait to fix the issue, the worse the problem is going to get and if mold and/or black mold starts to grow my asthma will be severely affected by this.

  

  Business Response

  Date: 05/27/2025

  Hello, can you please let me know if you rent or own this unit? Also, if you know the name of your property manager, please provide me with that information. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23364875
  
  I am rejecting this response because: the issue still hasn't been fixed; they tried to send a plumber last Tuesday which was a no show and Friday the company didn't come due to an emergency issue that was more important than cutting a hole in my wall to determine if the leak is coming from an outside wall (which Accurate Plumbing found the leak and said it was an outside wall) or if the leak is coming from a wall in my unit. I own the condo and I have asthma and the longer they take to fix this issue the worse it will get and not just for me, the water will travel to other people in the condo, plus there is the issue of when mold will start growing if it hasn't already.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/09/2025

  Can you please let me know the name of your property manager so I can look into this further? 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23364875
  
  I am rejecting this response because: we are now going on 6 weeks and there repairs still haven't been made. Last week Accurate Plumbing came out Wednesday last week and cut the hole in the wall, took pictures and video and gave the information to ***** *************) at ********* and I have yet to hear back to see if they are responsible for paying for the repair or if I am. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/16/2025

  Hello, can you please let me know the name of your property or community manager so I can look into this further?

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23364875
  
  I am rejecting this response because: there have been no repairs done on kitchen. This has been going on since 4.21.25. The was cut in my wall, but they still have not come to repair the damages.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/13/2025

  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.

  Certainly, heres a more polished and professional version of your message:?Hello,This complaint concerns charges made to our account for a work order involving fire alarm replacements. We were approached by a board member who asked if it would be acceptable to send someone to address the issue. We agreed, but at no point were any costs discussed or disclosed to us.Weeks later, we were surprised to receive a bill exceeding $800. Had we known the service would incur such high fees, we would not have consented to proceed. Despite repeated requests over several months, we have not received an itemized receipt for the work performed. The individual who completed the job did not provide any documentation, and we never signed any agreement.Our attempts to communicate with the company have been ignored, even as they continue to apply late fees, final demand charges, and other penalties. This conduct amounts to price gouging and reflects poor and unethical business ************ mother lives on a modest income and struggles to maintain her home, while the association continues to impose excessive charges for minimal services. We are requesting this matter be reviewed and resolved appropriately.Thank you.

  

  Business Response

  Date: 05/14/2025

  Hello, can you please let me know the name of your property manager?

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23324519

  
  Community Manager is ********* ****** the director is ****** *****

  
  I am rejecting this response because: it is a question not a resolution 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/22/2025

  Hello, thank you for the information. We have escalated this issue to the accounting supervisor to get the fee waiver completed.  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23324519
  
  I am rejecting this response because: hello I appreciate it. I received a message saying that they declined my request that was from our westward360 account. Not once has the manager from ********** contacted us, asked for clarification. They sent a notification of denial and that was it no explanation. I also found an older message that was to remove the fees. Im not sure what the discrepancy is but there is a lack of communication. Please see attached 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/27/2025

  Hello, it appears there was an accounting error. We are working to get this fixed and resolved. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23324519
  
  I am rejecting this response because: hello, we still have no updates. Please let me know. Thank you 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Westward360 claims a ***** hour issue resolution yet they have not responded to several issues filed by residents of 1523 *. *********. These all relate to water damage we have recently suffered in our homes due to the lack of maintenance on a 30 year old roof which is the responsibility of the Property Management company and the *** they represent.Additionally, Westward360 has ignored requests from my home insurance company (The Hartford) to provide *** information needed to process my claim. Outside of the $1K deductible I am out, I am now blocked from restoring my home.Please help make Westward360 provide written resolution to all outstanding issues, stop advertising ***** hour resolution as it is entirely false, and provide a plan (including timeline) to fix faulty roofs that are causing major damage to the townhomes at *************************************************************.

  

  Business Response

  Date: 04/29/2025

  We thank Ms. ***** for bringing her concerns to us through the Better Business Bureau. We appreciate the opportunity to respond.

  Ms. ***** resides within a community association where our firm acts as the managing agent for the elected Board of Directors. As the managing agent, we do not make decisions for the community, but rather provide consultation and support based on our years of experience. While we can make recommendations, we do not have the authority to move certain things forward without board approval.

  We understand Ms. ***** recently returned from being out of town and discovered roof leaks and damage throughout her unit. Understandably, she is anxious to ensure her roof is addressed as soon as possible. In response, the community manager coordinated a meeting with the Board and our leadership team on April 24th to determine the appropriate course of action. Additionally, our leadership team spoke directly with Ms. ***** and advised her that we would follow up during the week of April 28th.

  At Ms. ****** request, the community manager also promptly provided the associations insurance information.
  We would like to note that the *********** meeting, during which roof repairs and replacement needs were discussed, was open to all owners, though Ms. ***** was not in attendance. During that meeting, it was determined that several units including Ms. ******* requires roof replacement this year. The Board is currently engaging contractors and architects to evaluate the roof conditions and to develop a comprehensive, long-term plan for addressing the communitys roofing needs.

  In the interim, the roof in question has been temporarily repaired to mitigate further damage. During our conversations with Ms. ****** we clarified that while our typical response time to owner inquiries is ***** hours, resolution of issues, particularly those involving large capital projects like roof repairs, may require additional time to fully coordinate.
  Given the temporary repair completed and the Boards active planning for full roof replacements, we believe this concern has been appropriately addressed and is moving forward accordingly. We encourage Ms. ***** to attend future Board meetings to stay informed on these and other important community matters.

  Thank you again for allowing us to provide this response.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23232599
  
  I am rejecting this response because:

  While some action was taken by Westward360 only after escalation and a BBB complaint, my issues remain open.

  The ********* Square turnaround time for response to issues from Westward360 is weeks, not days per their policy and marketing.  This has been raised by numerous residents in both emails and at Board Meetings. Westward360 only needs to look at the ********* Square open issues aging report and ask residents if they are satisfied with responses from our community manager ***** ******** to realize and acknowledge this gap.

  My not attending one Board Meeting in March due to travel (I was literally on a plane) is not the problem. The problem is with the HOA's negligence in letting 30 year old roofs degrade until they fail before any comprehensive planning to replace then was even started. I am suffering the consequences with significant water damage to my home, a "band aid" patch to the holes in my roof which will degrade in months, and still no line of sight to a date that my roof will be replaced. I am living daily in a vulnerable and unsafe living condition. Emergency action must be taken by Westward360 and the ************************* HOA to schedule roof replacement ASAP.

   

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

  

  Business Response

  Date: 05/13/2025

  We appreciate Ms. ***** continuing to bring her concerns to our attention through the Better Business Bureau and welcome the opportunity to respond a second time.

  
  Ms. ***** resides in a community governed by an elected Board of Directors. Westward360 serves as the managing agent for the association and, while we provide consultation and facilitate communication, we do not have decision-making authority. The Board of Directors, composed of homeowners elected by the community, is responsible for making decisions in accordance with the associations governing documents and applicable state statutes. Our role is to assist the Board in implementing those decisions using our professional knowledge and experience.

  
  We acknowledge that we strive to respond to homeowner concerns within a ***** hour timeframe. However, its important to clarify that this refers to an acknowledgment or initial communication, not necessarily a resolution. Certain matters, especially those involving structural elements like roofing, require time and formal direction from the Board in order to proceed appropriately.

  
  In Ms. ****** case, we understand her concern after discovering roof damage upon returning home. A temporary repair has been completed to address immediate concerns while the Board evaluates its options. The Board is actively working with contractors and architects to assess overall roof conditions in the community and to develop a long-term plan for remediation and replacement as needed.

  
  At this time, there is no further action Westward360 can take independently. We are awaiting the Boards decisions and will act promptly once direction is provided. We respectfully suggest this complaint be closed, as the concern is being addressed through the appropriate channels and no further action can be taken until the Board finalizes its plan.

  
  Thank you for allowing us to respond.
  

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rent a parking spot in a garage located at ************************************************** managed by Westward360. I've rented this spot since 2016 and when Westward360 took over managing the property five years ago, maintenance and support started to go downhill. Recently in January, after years of issues with the main garage door into the building failing to operate remotely, it failed entirely, preventing adequate access to the garage. Myself and two neighbors who also rent in the garage submitted requests for repair, but it took nearly two weeks for them to acknowledge there was an issue. Communication has never been Westward's strong suit, and it would prove to be a pain point throughout the ordeal of getting the garage door repaired. In addition, the only pedestrian door to the garage has a lock that sticks, so our access to the building was further impeded, to the point that my neighbors and I couldn't trust we could get into the garage so we often opted to park on the street over the nearly two months it took to resolve the issue with the door. Myself and another neighbor each had an incident where we couldn't gain access to our vehicles in th garage and I was told by Westwards customer service there wasn't anything they could do immediately to help me get access to the garage. While I understand delays in getting parts and service lined up, this was far from the first time there was an issue with the remote operation of the garage door and Westward failed to replace the door before the door stopped working entirely. All my neighbors and I are requesting is compensation of one months rent for their lack of attention and communication around these issues resulting in us being unable to reliably gain access to the garage. In addition, their are numerous structural issues within the garage that are not being addressed, including sinkholes and buckling pavement and overhead sewer lines that leak on our vehicles. I have more info to provide.

  

  Business Response

  Date: 04/30/2025

  The parking garage door has since been repaired and this specific tenant (not all residents) received a credit of half a month parking rent since the situation was more of an inconvenience to him since he does not physically live in the building. The tenants were not unable to park in the garage because you could use the button manually from inside the garage to open and close it. The parking tenant did not agree with the fact that he should not get the full month credit and was only given 1/2 a month. Initially, we were not going to credit anyone at all, but again since it was an inconvenience to those that do not physically reside there we had given him a credit for half.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23181503
  
  I am rejecting this response because:

  It doesn't address the poor customer service provided by ******************** throughout this ordeal, our inability to access our vehicles due to the pedestrian door also failing to open at times, and the unequal access other renters had to the garage via a switch next to the alley garage door operated by key that opened the door from the outside.  If all renters were given this key and didn't have to walk around the block to the front of the building in severe winter weather for nearly two months, then I and my neighbors wouldn't be asking to be compensated for one months rent.  Lastly, this door had been failing for almost two years, but it was always quickly remidied by the building superintendent who parked in the garage as well.  He is no longer in the building and it took over a week for Westward to acknowledge there was an issue.  If the door had simply been replaced before it failed entirely, then the whole situation would have been avoided entirely.

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

  

  Business Response

  Date: 05/13/2025

  While we understand the inconvenience, we did provide the half month credit back already. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23181503
  
  I am rejecting this response because Westward continues to avoid responsibility for their poor customer service and the impact it has on tenants.  I wouldnt be asking for a full months rent if it wasnt for the nearly two months I was impacted by the garage door being inoperable from the outside and the subsequent lack of access to the garage when the pedestrian door began to fail and became an unreliable access point into the garage.  In addition, they employ tactics to discourage and delay requests for support and compensation.  When I first requested compensation before the door was fixed I was told that compensation is usually discussed after the problem was solved, but once it was fixed, their tone changed and it became more and more obvious that they were hoping Id forget about being compensated or give up, which is why I ultimately reached out through the BBB.  While they did provide me with half of the compensation Ive requested, they havent provided my two neighbors who are also requesting compensation anything at all.  In fact, they excluded my neighbors from their response to me about their attempt to compensate me with a half months rent.  Lastly, I have requested several times that leadership from Westward contact me and those requests have been ignored entirely, so its becoming obvious that this is how the organization operates from the top down.  At this point, the only resolution I will accept is a full months rent as compensation to me and my neighbors, all the late fees to be removed from my account, and a follow up from Westward's leadership team to me and my neighbors apologizing for this experience.

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