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:07/08/2025

  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 have been discriminated against from management ******* *****. I kept being denied to look at another unit to rent as my current lease ended as I would not renew in that current unit due to them increasing the rent an extra $600 . They avoided my multiple attempts through emails and contacting the office. They also billed me incorrectly for my last month which was ending the 25th and they billed me the whole account which I had to pay or I would have been changed lates fee and get locked out of my apartment. I asked for reimbursement for the correct amount owed to me. To only be told I have to wait 30 days. I have attached the copy of the correct bill and the one they over charged me

  Business Response

  Date: 07/09/2025

  This resident provided us with written notice to vacate at the end of their lease term of 7/24/2025. We received two different forms of notice, one on May 19, 2025 from the resident portal along with handwritten notice received in our office May 23, 2025 with their intention of vacating on 7/24/2025 this has been accepted.  The resident came in a short while after and asked if they could remain in their apartment, they were informed that their unit had already been preleased to someone else as they had given us notice to vacate. We are unable to assist at this point as we have entered into an agreement with future residents for their apartment and they must move out according to the notice they provided us. With respect to the charges - it was explained to the resident that the prorated charges and final rent payment would need to be paid in the office as the resident portal billing system does not take into account of the departure date of 7/24/2025. This has been communicated with the resident numerous times - the correct prorated move out charges were also provided to them on the Conservice billing statement sent to them on 6/13/2025.  They are unable to utilize the portal to make their payment unless they choose to pay the full amount listed on the portal. Which we advised they not pay as the charges on the portal do not account for the prorated costs.  Verbal communication on 7/01/2025 with Property Manager, where the manager confirmed the statement received from Conservice is the correct amount due.  Heather  explained the portal amount would not reflect the prorated amount and payment can be made in the office.  Again on 7/03/2025 the resident came into the office and spoke to *****, she also confirmed the amount due was correct from the Conservice statement, further explained the portal amount due is for the full month of July as it does not take into account of the prorated amount of rent since they are moving on 7/24/2025. They were again informed they could pay in the office using a personal check, money order or cashiers check.  The resident on their own accord decided to pay the the incorrect amount on the portal in the amount of $2398.29 in which they were informed they only owed $1869.29.  We have refunded the incorrect amount back to their original payment method.  They are still required to pay the total of $1869.29 in the office using the above mentioned payment methods.   

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of a WestCorp managed property (Trend! at *************************) on March 16th 2025. WestCorp failed to return my security deposit within the 30 days required by Nevada state law under NRS 118A.242(6).A portion of my security deposit was used to cover final utilities billing in the amount of $180.98. I do not dispute this as an amount owed, and will happily allow WestCorp to retain this amount. The remaining $319.02 should be returned to me in full as per NRS code. Please see the attached move-out statement showing the attempted return of my security deposit on April 25th (39 days after move out). And the unlawful withholding of $225 in cleaning.

  Business Response

  Date: 05/22/2025

  Good afternoon,

  The reply regarding the complaint from *** **************************** ******** moved out of Trend! Apartments on 3/16/2025. No forwarding address was provided at any time. His final account statement was completed on 3/18/2025 and he owed a balance of $15.98.Approximately 1 hour after closing *** ********* final account statement, an email was received from him with an invoice included, showing he paid for carpet cleaning. On Monday, 3/31/2025 *** ******** came in to the management office with a money order to resolve his move out balance of $15.98. *********** questioned the charge for carpet cleaning. I handed him a copy of his final account statement at that time, as the balance was previously discussed with him over the phone. I told him since he submitted his carpet cleaning invoice 2 days after his move out date, it was being discussed with upper management to see if that charge could be reversed. *** ******** stated since he paid for carpet cleaning and submitted the invoice, he was requesting to have that charge removed. *** ******** also stated he would not be paying and he kept the money order he brought in with him. I advised *** ******** it may take some time as we would have to go through our corporate office to see if his request to have the charge removed could be approved, and *** ******** said that was fine. Once the carpet cleaning charge was approved and processed *** ******** was called to inform him that his refund check in the amount of $94.02. He did not provide a forwarding address so the check was mailed to our office for him to pick up. He would just need to pick up the check or provide a forwarding address so we can mail the check to him. He was charged his final utility bill, cleaning of the apartment and touch up painting. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23361559
  
  I am rejecting this response because:
  
  I do not dispute the timings and contents of the response. However, my desire for the correct refund amount to be issued does not waive my rights under NRS code to receive the amount within **************************************************** court precedent that allows you to take more than 30 days to process my refund I will gladly accept the current amount. 
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/11/2025

  Good afternoon,

  I had received the prior request regarding ********. I have attached the documentation i had sent over that contains the following:

  Original Final Account Statement

  Revised Final Account Statement

  Response sent back to BBB on 05/22/2025

  Please let me know if any other documentation is required. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23361559
  
  I am rejecting this response because: I have a legal right to my security deposit within 30 days of moving out. No provision of the law requires me to waive that right. Please remit the full security deposit.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/19/2025

  The final account statement was provided to Mr. ******** within the 30 days from move out. Mr. ******** had a balance due of $15.98 from move out charges as shown on the attachments. Mr. ******** then came in to the office to dispute the charges and provided a receipt stating that he had the carpets professionally cleaned. The documents were submitted for review and approved by our corporate office to revise the original final account statement. We credited Mr. ******** the carpet cleaning fee and a check was issued for $94.02. The check was mailed to our office and Mr. ******** was notified. The check remains in our office since Mr. ******** did not provide a forwarding address. 

• Initial Complaint

  Date:04/16/2025

  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 applied to Calm at ****************** under rental qualifications that stated applicants needed to make 2x the rent. There was no mention of credit-based denial. After paying the application and holding fees, I was denied for unsatisfactory credit. Following this, I received an email stating they do not deny based on credit. That is a direct contradiction. Only after the denial did the property send an entirely different set of rental qualifications that included stricter disqualifications, multiple deposit tiers, and automatic denial criteria that were never previously disclosed. This is a textbook bait-and-switch scheme and a clear violation of disclosure obligations.Following my denial, I invoked my federal housing protections under the Fair Housing Act and the Violence Against Women Act as a disabled veteran and documented domestic violence survivor. In response, Property Manager ***** ******* stated my legal situation would only be considered if it was in a pending state. That is legally false and unsupported by federal statute. I was told the matter would be reviewed by their legal team, and I have heard nothing since. I followed up again regarding my holding deposit and application fee both submitted under misleading terms and have been completely ignored. Calm at Rainbows pattern of deceptive, dismissive, and contradictory behavior is not only unethical but unlawful. 42 U.S. Code 3604 Fair Housing Act 42 U.S. Code 3617 Interference with fair housing rights 34 U.S. Code ***** VAWA housing protections 15 U.S. Code 1681b(b)(3) Fair Credit Reporting Act (FCRA) adverse action rules NRS ******* ****** unlawful housing discrimination NRS 118A.200 Failure to disclose rental terms prior to tenancy NRS 598.0915(15) Deceptive trade practice: misrepresentation of terms NRS 598.0923(3) Failure to refund as required 24 CFR Part 5 Subpart L HUDs implementation of VAWA housing protections

  Business Response

  Date: 05/01/2025

  We appreciate the opportunity to clarify this misunderstanding. I have communicated with *********** via email and have responded to all of her questions regarding the denial of her application. We strive to maintain transparency throughout our application process.

  I explained that the denial was not solely based on credit. Rather, it was due to a current rental eviction and an outstanding balance. All applicants are made aware of our qualification criteria, which are clearly outlined on the second page of our pricing sheet readily available to anyone who visits our office.

  Our goal is to approve all applicants who meet the stated qualifications. The decision was in no way influenced by discrimination or her veteran status.
  Additionally, I informed Ms. ******** that if she believes an error was made and would like us to reconsider her application, we are more than willing to reopen it. Provided she can submit supporting documentation related to the case she mentioned is currently under review. We are committed to working with any applicant who can provide the necessary documentation, as management reserves the right to request additional information when evaluating applications. Please let me know if further documentation is needed from me. Thank you again for giving us the opportunity to clarify on Calms behalf. 

  
  

• Initial Complaint

  Date:01/08/2025

  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.

  Society Apartments, who is owned by this company. They had technical issues which rent was unable to be paid online. I immediately went and purchased a money order (advised by them) to provide to them. They accepted this for December 2024s rent payment. I am only in town one to two weeks max per month. I receive a notice on my door two weeks after the 1st stating its a 30 day notice due to December rent not paid (which I paid) I called multiple times left multiple messages with no responses. It wasnt until I went on the website and CCd every possible email that someone then decided to respond. They took zero accountability and placed the blame on me, even though they took my money. By this time weeks later, January 1st came around and I went online to pay January rent. It showed a full December and January rent balance and would not allow me to pay just January. I told them can they adjust this for me to pay January while they figure out their mistake with adjusting decembers (already paid) rent. She said no. She told me now I have to go in and try to cancel a money order from the place I got it from and re submit. I am not in town to do so. She now turned off my ability to pay online and now says I have to send her another money order and I am still out Decembers rent, and now and now wants me to send a money order for another Decembers rent (double payment) and January. She has done everything to work against me and refuses to take any accountability for the irresponsible acts of her and her staff. Manager was ******* ******** who is refusing payment.

  Business Response

  Date: 01/08/2025

  To whom it may concern:

   

  You may review the attached documents which includes Mr. ******** executed Lease Addendum - Concession, his ledger, his executed Welcome Home Letter and the entire email thread between the property staff and the resident. To summarize the situation:

  ******* ******* is a resident at Society apartments since 9/28/2024 that received a "two month free" concession in the amount of $3,986.00 which was properly applied which you can see when reviewing his ledger and welcome home letter. He is disputing the amount and wants an additional concession, but as you can see by the executed documents I am unable to do so as we have to abide by fair housing laws which prevents us from accommodating anything outside of the perimeters of the executed lease agreement. The concession was applied to move in fees, so he had a small balance to pay in November of $301 dollars.

  The office did not receive the partial payment for November nor did we receive December's rent therefore a 30-day pay or quit was served on 12/13/2024 to the resident's door and mailed to him. He also made calls to Mr. ******* to ask for a promise to pay date. He is claiming that he did not receive any correspondence from the office despite that we have proof that we certify mailed his 30-day. Mr. ******* emailed us regarding his balance and stated to the office that he did bring payment to the office (if you review the email correspondence you will see that he at first said money orders, then a cashier's check, then he provided two different amount he made). Giving the resident the benefit of the doubt, I asked for more details surrounding the said payment so that we can research to see if the payment was misapplied. Since he did not know the exact amount - I asked for copies of his bank statement reflecting that the amount was taken out of his account because he stated he got a cashier's check from Chase. 

  To this date our office has not received said proof which prevents us from further investigating or having good faith to the office that he may indeed have made payment - but without providing this I can not help investigate where the payment could have gone. The assistant community director and myself did a full audit of all payments applied for the entire month of December and we did not find a payment in the amount he states in his emails. We can further investigate again if he can provide the bank statement to get the exact amount to do another audit. However, after performing our audit we confirmed that all payments that were made went into the right account by looking at the check images and matching them to the correct unit number and not one payment was misapplied in December. But we would still like to give the resident the benefit of the doubt and do another audit if said proof if received. 

  Now the resident wants to pay both December and January's payment by making an online payment. Whenever a 30-Day is served to a resident, we can only accept certified funds to ensure that the payment will not be returned at a later date. I explained to ******* that he would have to pay December's rent in the amount of certified funds, and then I can accept January's payment online depending on how late in the month he plans to pay. The reason behind this is, we do not want a payment to be returned after a 30 day expires because then we can not file an eviction. 

  I told ******* that this is how we can handle the situation: he can pay December's rent in the form of a cashier's check or money order and once received we would immediately apply the payment. He will be served another 30 day for January's balance and he will have 30 days to pay January's rent. This will give him 30 days to receive a refund from his bank for the original cashier's check that he claims he provided to the office. As soon as he receives his refund he can pay January's rent with those funds and this situation will be rectified. 

  But ******* is requesting that I adjust his ledger (which I do not have the authority to do once an executed lease agreement is signed) and he is requesting that he pay his total balance online (which I am not at liberty to allow once a 30 day is issued). We are not the ownership but the property management company - all policies and procedures have to be applied to all residents and what he is requesting would be in violation of Fair Housing Law even if he feels that it is the properties fault that we "lost" his rent payment. 

  Please do not hesitate to contact me if you have any further questions or need further information.

  ******* ********
  Community Director
  ****************************************************************
  ************

• Initial Complaint

  Date:09/27/2024

  Type:Product 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.

  We applied for an 2-bedroom apartment at ****. We paid $120 application fee and $100 holding fee. Before we applied, we were clearly told that their policy is if the application is not approved, we will get our holding fee refunded back to us. After we submitted the application, we were denied and **** refused to refund the $100 holding fee. We went to their office and requested refund in person, and we also made phone calls many times about this, either nobody answered or simply denied our request for refund.

  Business Response

  Date: 10/28/2024

  The applicant processed their application at the Eden ********** on 8/13/2023, paid their application fees and holding fee on 8/11/2023. 

  The process of our application requires applicants to upload their income pay stubs to Snappt (which verifies the validity of the income statements provided)  the income provided by this applicant came back as edited documents.  Therefore application was denied to as a result of fraudulent information provided on 8/22/2023. 

  At the time in 2023 the holding fee was subject to a refund -Holding fees are refundable only if applicant cancels application within 24 hours of submission or the application is denied.  Refunds will not be issued if application is found fraudulent or if false information is provided. The applicant did not cancel within the 24 hours of application date -  In this case the application was denied to fraudulent or false information as the pay stubs presented were edited and could not be formally verified as true documents.  

  Attachments included are:

  Signed application, (page 5 highlighted area stating refund policy)

  Screenshot confirming the documents the applicant uploaded to Snappt were deemed edited by applicant. (causing the denial)

  Final Account Statement sent to applicant on 8/22/2023 to **************************************************** outlining the Rejection and zero account balance due

  Thank you,

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22347242
  
  I am rejecting this response. First of all, the bank statement was not edited. We simply did not want to disclose our bank account number which is obviously our private information that we preferred not to reveal. All you needed to know was the account balance to prove we could afford paying the rent. The account balance was never edited. Im not sure why you also need the bank account number, and hiding private information such as bank account numbers is totally different from providing false information.

  Second, whatever rules you have you should make us aware before we submit the application. You should make it clear under what circumstances the holding fee will not be refunded even if the application is denied. All the leasing office told us was that if our application was not approved, we would be able to get our $100 holding fee back. Nobody told us beforehand that if we do not reveal bank account numbers on our bank statements, we would not be able to get the $100 fee back. The leasing office should clearly explain all the rules before we submitted the application. Obviously they failed to do that, because if they did, we would simply not apply and would not have such issues now.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:09/24/2024

  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.

  On 9/20 I applied for an apartment at ***************** (managed/owned by Westcorp)They sent me a link to fill out some paperwork and pay my application fee of $160 on my debit card. This was also on 9/20. On 9/21 I received a welcome home email, with instructions on how to set up my portal account, finish signing documents and pay my first months rent plus, pet fee, insurance etc. this amount was $1523.82. They even went as far as stating I needed to call the internet company to set up my internet. They stated that on 09/23 I would be able to come by and get my keys and move in. This is when they said they needed to verify my employment stubs via an app called snappt. The app stated that they may be fraudulent because they were PDF copies. And that they would reach out to my employer ****. They person helping me (**** W), stated he wanted to get it done by end of day because they use AI pricing and if it went to today (09/24) my rent would be $200 more a month. They did not contact my employer. They did not call or email him. I know this because I work for my grandfather (on a legal payroll system and pay taxes) and he got no call or message at all. By 5:45 on 09/23 they called and said they could not verify my employment so I was not approved. But I was already approved on 09/21 when I paid my first months rent and fees. I paid electronically with my debit card. I asked when I would get my money back and he said we cannot tell you that because we mail a check. This is an illegal activity as this is supposed to be written clearly on some form they gave me. It is not on a single form I got from them. I am reporting them because they are taking money, stating that you are approved, then saying you arent approved, either to get you to pay a higher AI rent or to bring money in and sit on it for operating costs, and send back at their leisure. I have reported them to the ***, I will he reporting them to the internet crimes division, and the ***.

  Business Response

  Date: 09/24/2024

  In regards to the recent application, the application was not approved. Income could not be verified. As listed on the screen shots provided by the applicant we use a third party income verification system. Unfortunately the documents provided did not meet our requirements.

  The preliminary application was submitted but was still within the approval process, the 

  Pricing for move in dates change based off several factors and rates do change based on the date selected for move in. If the selected dates change due to the applicant needing additional time to provide proof of income and rental history and ID verification, this may cause a change to the rental rate. On the application the resident was given the requirements to qualify along with the timeline to have the items provided. The applicant took it upon them selves to log in to the portal prior to final approval and made an additional payment for rent. 

  I have attached the rental application, the requirements for approval, email requesting the income be submitted and the refund we are currently processing. The full amount the applicant paid is being refunded and sent to the address they requested.

• Initial Complaint

  Date:06/20/2024

  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.

  I rented from this property and was immediately met with a ***** infestation. Despite several written and verbal complaints, I was never helped or assisted in moving. I certified & notarized notices and had them delivered to the property and as well the property management. They ignored my requests for help. During this time I became ill. I do attribute this to the infestation. I am disabled and I expressed that to this property. Ultimately, the Property Manager, *********************, would submit fraudulent documents to the courts and retain a court date. I was illegally evicted. ********************* committed a Class D felony. I do have several documents including emails and notices. I have a ledger and a lease. I have an enormous amount of pictures documenting the roaches. I also have medical records. I do feel I was discriminated against and retaliation was used.

  Business Response

  Date: 06/25/2024

  Good afternoon, I have attached all the conversation emails we has with ******************************** since day one to her last email 06/24/2024. I've tried to communicate and to address her concerns. Pest control was immediately sent to her apartment. She was offered to transfer to a different apartment, but she refused the transfer. Second option was to terminate her rental agreement, but she refused. She requested to transfer to sister property called ***** and I was in the process to complete the request, but then she sent a certified letter stating she was going to move-out. I tried to accommodate her needs, but it was hard to communicate. I even requested to my higher *** for me to pay her deposit back with my own money just for her to be happy. I was always respectful, and I apologize for any inconvenience she went through, I asked to give me the opportunity to correct her concerns. She asked for me to stop any communication with her, I was scared of her reaction on her emails she was always disrespectful, and I felt threatened with her vocabulary she was using on the emails. Her last email was yesterday stating DISGUSTED and why we are renting her old apartment to someone else. She was scheduled to move out on 04/28/2024. I followed up via email, and even sent the leasing agent to knock on her door and no response. I decided to call her before filling the eviction when she answered she started yelling and saying do whatever you want! I contacted my supervisor and let her know the unit was still occupied, I was told to procced with the eviction since payment was not collected since 01/23/2024 I tried to stop the eviction and I asked to surrender keys, but she refused. 

  Customer Answer

  Date: 07/11/2024

  What ai have complained is that ********************* entered false documents to the court to obtain the eviction. Had she not done such, I would have been able to argue my point in court. I would have shown the judge my notice of inhabitant as well as all of my written complaints. I have attached the doctored and falsely filled documents ********************* submitted to the courts. If you look closely you will see where she has covered and changed info in the notice to fit the criteria to file the eviction. It is partially typed and hand written. I have included also a copy of the ledger, you can see I was not given a notice. Again, this is a class D felony to submit knowingly false documentation . I have more literature to validate my claim, I can only upload so many documents. Also, Nevada law states I am to be served by a registered agent, ***** has also signed as the agent. She has admitted that she went on with the eviction because I did not move by the 28th, she backdated the paperwork. Please zoom into the documents. These are documents I retrieved from the Nevada Civil Courts that she submitted. Their fake. Please authenticate. In the snap shots of the ledger, you will see no charges for the legal proceedings on the 4/9 but you will see it on 5/5. That is when she printed the documents so that she could alter them but she did not know the system would send me a copy of the notice via email. You can see on the email copy the lines she covered and rewrote in handwriting and left the other spaces typed. An official notice is typed in entirety. Saying that I was yelling and she was scared when I literally did everything legally and have NEVER threatened her in any harmful way is indicative of the discriminatory behavior ********************* exhibited all along. If you read my emails you will see I never did such. She has lied to the BBB in her statement and I have documented proof in email and video/pictures as well.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21874356
  
  I am rejecting this response because:

  What ai have complained is that ********************* entered false documents to the court to obtain the eviction. Had she not done such, I would have been able to argue my point in court. I would have shown the judge my notice of inhabitant as well as all of my written complaints. I have attached the doctored and falsely filled documents ********************* submitted to the courts. If you look closely you will see where she has covered and changed info in the notice to fit the criteria to file the eviction. It is partially typed and hand written. I have included also a copy of the ledger, you can see I was not given a notice. Again, this is a class D felony to submit knowingly false documentation . I have more literature to validate my claim, I can only upload so many documents. Also, Nevada law states I am to be served by a registered agent, ***** has also signed as the agent. She has admitted that she went on with the eviction because I did not move by the 28th, she backdated the paperwork. Please zoom into the documents. These are documents I retrieved from the Nevada Civil Courts that she submitted. Their fake. Please authenticate. In the snap shots of the ledger, you will see no charges for the legal proceedings on the 4/9 but you will see it on 5/5. That is when she printed the documents so that she could alter them but she did not know the system would send me a copy of the notice via email. You can see on the email copy the lines she covered and rewrote in handwriting and left the other spaces typed. An official notice is typed in entirety. Saying that I was yelling and she was scared when I literally did everything legally and have NEVER threatened her in any harmful way is indicative of the discriminatory behavior ********************* exhibited all along. If you read my emails you will see I never did such. She has lied to the BBB in her statement and I have documented proof in email and video/pictures as well.

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

• Initial Complaint

  Date:05/21/2024

  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.

  I was illegal locked out of my apartment 11 days early. The manage of the property sent out an email stating the locks would not be changed until our lease expired. When we went to finish up our move and get our last things we were laughed at and told we were incorrect. I was denied entry but they let my mom enter. We finished getting our things in a hurry and were not able to clean or anything. This was illegal. Please see the second sentence in the email screenshot.

  Business Response

  Date: 06/07/2024

  To whom it may concern,
  We replaced the front door locks to all 176 units. We notified all residents indicating that the locks would be changed on various platforms such as the Active Building portal as well as the individuals.

• Initial Complaint

  Date:04/30/2024

  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 tried resolving this issue with ************************* (Regional Director) who was not helpful. The chief complaint is the Company not adhering to their self-proclaimed policies nor did they suggest an option for relief before this month (after 15+emails). Their ineffective policies or lack of enforcement has directly contributed to my inability to enjoy the apartment home. ***** alleged that my request to waive a fee due to the ongoing noise issue/lack of response to complaints was a violation of Fair Housing laws, but she refuses to provide any documentation to support this case involving another Black woman the Company helped-which caused them to lose in court against a Hispanic woman. She also refused to refer me to her Leader, as requested-stating there's no one else that can help and to seek my own legal advice after SHE referenced a past court case. I initially requested to provide an eight-month notice to vacate AND that the early termination fee be waived (which would provide more than enough time to re-lease the unit). ***** said this didn't make sense. Now, I am not comfortable living somewhere managed by people like ***** and request that a 60-day notice be sufficient and waive the early termination fee. From the moment I asked ***** to substantiate her allegations and statements with written information that I could verify on my own, she said things like "So now you're calling me a liar", multiple times. I don't think ***** would treat someone who she thought was of her caliber this way. I would like to speak to someone who can help me with my initial complaint and to make a complaint against ************************* who refused to escalate my issue any further. There's an extensive email chain and multiple individual emails to support all of my claims (audio and video included). I'm happy to provide this to whomever will be assisting me.

  Business Response

  Date: 05/14/2024

  Please refer to the attached lease agreements signed by the complainant, specifically page 7, paragraph 34A. The complainant signed this lease not once, but twice, and was fully aware of our policy regarding early lease termination fees.

  She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date. 

  I informed her that we do not waive early termination fees and that we are consistent with this stance in an effort to remain in compliance with our company policies, which were put in place to ensure compliance with any/all Fair Housing rules and regulations. We treat all residents the same way, and we handle all similar complaints the same was so as not to risk being accused of discriminatory behavior.  We used Fair Housing rules, as well as our own personal history of complaints made, as our guideline for said policies. I informed her that if we were to make an exception for her, but not someone else who made a similar complaint, this could potentially put us in violation, as it could be considered a discriminatory practice.

  ************** was unhappy with my answer and demanded to speak with "someone above me". I informed her, correctly so, that there is no one else above me to escalate this matter, and she did not like that answer.

  I was calm, polite and respectful during our entire 50+ minute conversation. When ************** did not get the answer she wanted, she became argumentative, accusatory, and hostile.

  It is unfortunate that it has come to this, but at the end of the day, her request for us to waive the fee due to unacceptable living conditions yet request to remain on the property for 8 additional months, is nonsensical.

  Furthermore, her claims that we did nothing to address her complaints are blatantly false. Landlords must abide by very strict guidelines and timeframes when it comes to pursuing the eviction of a resident, which is exactly what we did.

  Please let me know if you have any further questions.

   

  Thank you,

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

  Director of Resident Relations

   

   

   

   

  Business Response

  Date: 05/14/2024

  My apologies, in my original response, I stated: "She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date."

  I meant to say that she requested to stay an additional 8 months AFTER her requested lease termination date, not prior.

  Please accept this email as a correction/clarification to my original statement.

  Thank you!

  Customer Answer

  Date: 05/15/2024

  I dont see a response or original response.  Is there information missing before I reject this:

  My apologies, in my original response, I stated: "She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months prior to her requested lease termination date."
  I meant to say that she requested to stay an additional 8 months AFTER her requested lease termination date, not prior.
  Please accept this email as a correction/clarification to my original statement.
  Thank you!

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21640864
  
  I am rejecting this response because:

  There is no response.  There is a statement that says theyre making a correction to an original statement but there is no original statement/response here.  

  Sincerely,

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

  Business Response

  Date: 05/29/2024

  Apparently, the complainant did not see my original response, only the 2nd response, which was simply a correction/clarification that I made to the verbiage in the original reply.

  Therefore, I am attaching the original response, with the clarification already made.
  Thank you, and please see my original response below:

  
  Please refer to the attached lease agreements signed by the complainant, specifically page 7, paragraph 34A. The complainant signed this lease not once, but twice, and was fully aware of our policy regarding early lease termination fees.
  She requested that we waive the early termination fee due to her claims of untenable living conditions yet requested to remain on the property for 8 additional months after her requested lease termination date. 
  I informed her that we do not waive early termination fees and that we are consistent with this stance in an effort to remain in compliance with our company policies, which were put in place to ensure compliance with any/all Fair Housing rules and regulations. We treat all residents the same way, and we handle all similar complaints the same was so as not to risk being accused of discriminatory behavior.  We used Fair Housing rules, as well as our own personal history of complaints made, as our guideline for said policies. I informed her that if we were to make an exception for her, but not someone else who made a similar complaint, this could potentially put us in violation, as it could be considered a discriminatory practice.
  ************** was unhappy with my answer and demanded to speak with "someone above me". I informed her, correctly so, that there is no one else above me to escalate this matter, and she did not like that answer.
  I was calm, polite and respectful during our entire 50+ minute conversation. When ************** did not get the answer she wanted, she became argumentative, accusatory, and hostile.
  It is unfortunate that it has come to this, but at the end of the day, her request for us to waive the fee due to unacceptable living conditions yet request to remain on the property for 8 additional months, is nonsensical.
  Furthermore, her claims that we did nothing to address her complaints are blatantly false. Landlords must abide by very strict guidelines and timeframes when it comes to pursuing the eviction of a resident, which is exactly what we did.
  Please let me know if you have any further questions.
  
  Thank you,
  *************************
  Director of Resident Relationsere...

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21640864
  
  I am rejecting this response because it was prepared by the individual whom the complaint is about and is not truthful.  In ****** original response, she stated that she didnt hear anything outside of normal apartment living, contrary to what staff have already said about the same videos.  ***** has proven herself to be a liar and discriminatory, despite what she came up with for this response.  What ***** told me was the Company helped another Black woman and lost in court to a Hispanic woman and that is the reason they dont make exceptions to any rules and wont be able to waive any fees.  In the same breath, ***** promised to waive a transfer fee and give me first right of refusal for the first 7th floor unit that becomes available, AN EXCEPTION TO THEIR RULE THAT ***** CLAIMS THEY CANT make.  Fortunately, the neighbors have gotten better but unfortunately, I would still like to file a complaint against ***** for not only bringing race into this when it was never mentioned but also for being a passive aggressive unprofessional liar.  
  

  When I asked ***** what them losing in court to a Hispanic woman had to do with my case and that I was clear about discrimination-she boasted about having a great relationship with the ******************* on Civil Rights Investigator who gets assigned their cases, she mentioned her by name.  
  

  Fortunately, all audio in my home is recorded, to include our conversation.  So-Im hopeful ***** will do the right thing and pass this on to someone else.  

  ****** actions are not acceptable and I would like someone her SENIOR to respond.  ***** says she doesnt report to anyone and theres nobody to talk to about her behavior. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  1. Offering a resident the option to transfer and waiving the transfer fee is a STANDARD practice we follow when a resident is complaining about noise, so this is not an exception to our rules. We offer it to everyone in this situation. This is where ************** seems to be confused. If we were to have offered one resident the option of transferring and waiving the fee, but not another resident, this is where we could be considered acting in a discriminatory manner. *Please let it be noted that most residents take us up on this offer if the noise is indeed unbearable. ************** did not. I explained to her in detail that every time she made a complaint, we followed standard practice in issuing noise violation notices and lease termination warnings, as well as speaking to the resident directly. I am unable to provide further specific details about the resident whom she complained about due to privacy rules, but let it be noted that the eviction process is a VERY lengthy process and there is only so much we can do as a landlord to evict a resident until the courts get involved. This is why we offered to transfer ************** and waive the fee. Let it also be noted that the in one audio clip she sent, we were barely able to hear what appeared to be someone walking above her. They weren't running or screaming or playing loud music. They were walking. The video clip she showed of an altercation between two of her neighbors in the hallway was of a resident who moved out a year ago. However, we still offered to transfer her and waive the fee, which again, she declined.

  2. I am sorry that ************** feels that I acted in a passive aggressive unprofessional manner, but I strongly deny this accusation. Our conversation was very frustrating at times, yet I was always professional and respectful, even when being told that I was a liar on a few occasions, when ************** would says things like "I find that hard to believe" or "I seriously doubt that", words along those lines. (I don't recall her exact verbiage because I do not record phone calls, which is technically illegal unless both parties are notified, but the implication was clear).  I also strongly deny that I lied to **************. I did not lie about a single thing. I was compassionate and understanding and tried very hard to explain to ************** why we do things the way we do and that legally our hands in many ways were tied when it comes to the eviction process.

  3.I was not "bragging" when I told ************** that I would reach out to one of the officers at the ***** I merely stated that I knew her well and offered to call her to see if I could get further clarification for some of Ms. ****** questions. I was unable to do so and was further instructed by our attorney at **************** that if ************** had additional questions, she could research them herself and I was not to get involved, especially when a resident is threatening legal or further action.

  3. The ONLY reason race was brought into the conversation was because ************** continually questioned why we couldn't make the exception for her. I explained to her in detail that we follow our lease terms to a tee to ensure compliance with all Fair Housing rules and regulations. She did not accept that us waiving the fee for her but not somebody else would constitute a fair housing violation. I therefore explained to her that we had a situation many years ago where we made an exception to one of our rules for a resident who have very extenuating circumstances and did not make the same exception for another resident who made the same request but had no extenuating circumstances. The resident who we did not make the exception for found out we made the exception for the other resident, and because they happened to be different races, she accused us of discrimination. We were not acting in any way whatsoever in a discriminating manner, but this was the catalyst for handling all situations identically moving forward to avoid even the chance of being accused of any impropriety.

  4.At the end of the day, ************** requested that we waive the early lease termination fees but also requested to stay on the property for an additional 8 months.  If the noise was so bad that she had to leave, then why would she want to stay another 8 months? This did not make sense to anyone other than **************. This, combined with the additional fact that she complained about the noise prior to renewing her lease, she declined to transfer to another apartment without penalty which would've gotten her away from the noise she was complaining about, the noise she was complaining about did not appear to be excessive for apartment home living, and we had no filed noise complaints from any other neighbors, is why we declined her request. I am sorry that ************** did not get the answer she wanted, but we will not waive the early lease termination fee.

  6. As previously stated, there is nobody above me to escalate this matter to. I am sorry that ************** chooses not to believe this, but it is indeed the case. The only person "above me" is the owner of the company, who does not and will not get involved in matters such as this. Westcorp is aware of Ms. ****** complaints about me, so please let her know her complaints have been noted.

• Initial Complaint

  Date:04/30/2024

  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.

  After parting ways as a Westcorp employee I was still living in a unit onsite Revolution apartments.A brief recap, during my 17 months as a leasing consultant for Westcorp I endured so much discrimination while pregnant, followed up by being singled out and witnessing employee favoritism, even before finally being allowed to live at the property I dedicated myself to for over a year I was told by the manager 'this unit is for you, you do not need new carpet' mind you I was 7 months pregnant with the manager knowing I was going to have a brand new baby. The carpet had bleach stains, oil stains from the paint the previous tenant used and other stains and damage. Since I had already put my notice in at my current place I just had to accept this unit. Now after a year of living there I was moving out, to receive a final bill saying I owe over $3,000 in new carpet and plank flooring fees. That unit hadn't had new carpet since that building was built, there is only so much they can charge me for carpet with a life span going on 5 years. The new manager and assistant manager claim they have documents and invoices saying there was new carpet in the unit prior to me moving in. Being that I was a active employee at this property during my time of move in and prior tenant move out I know these documents are fraudulent and forged if they even have them. I have contacted the vendor who did the carpet shampooing who confirmed the carpet was not new as well as previous employees, (being that Westcorp has such a high turn around because of work load and horrible pay) who have also confirmed there was no new carpet in the unit, also for the plank flooring same applies, the life span of the plank is going on 5 years and was in good condition upon my move out. Revolution and Westcorp are very corrupt. They illegally serve 30 day notices, for years, charging for legal fees when no legal team handles or serves the notices. Attached are photos of the carpet on my move in day.

  Business Response

  Date: 05/20/2024

  The previous resident ********************* was given the option between two units, which she ultimately selected the one in Building 25.Although the carpet was not replaced, the carpet did in fact get cleaned by a professional carpet vendor.  I spoke with ********************* on 04/26/2024 about the condition of the unit at move out and her concerns regarding the carpet and flooring charges. The flooring in the kitchen area had water damage and the carpet had multiple stains of dye and pet urine. The charges were adjusted accordingly which ********************* understood. New carpet throughout was installed after ********************* vacated due to its condition at move out. A revised final account statement reflecting these adjustments was sent to ********************* on 04/29/2024, which a full carpet replacement was not charged per my conversation with her on 04/26/2024 As we did not receive any further communication or dispute from ********************* after sending the revised statement on 04/29/2024, we considered the matter resolved and the case closed.