ComplaintsforBirge & Held Asset Management, LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My apartment community is forcing a $65 internet fee through the provider Axia. I just signed/renewed my lease and no mention of internet or the fee was present in the new lease.

  

  Business response

  05/03/2024

  Hello,

  Thanks for reaching out.  The Regional Manager will reach out and discuss your concerns.  

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The Community Manager, ***********************, did not relieve my problem/issue. I asked her to allow the ********************* to be optional and not required. She was not able to offer this. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved into an apartment at the ********************************************** complex in June of 2023. I paid a pet security deposit, and monthly rent. Upon moving in, the carpeting was stained, and felt unclean to walk on with bare feet, so I purchased a carpet cleaner. Upon moving out in April of 2024, I was informed that the apartment decided to replace the carpet, resulting in a final account balance of $1039. The carpeting was in the same condition that I moved into the apartment. The apartment complex has not responded to my request for their pictures indicating the decline of the condition of the carpet during my time living there.

  

  Business response

  04/23/2024

  ****, thanks for reaching out.  I've forwarded your concerns to the site's Regional Manager.  They will review and reach out.  We appreciate the time you spent making *********************** home. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I live at **************************** in ***********, ****, and I am having a huge problem to get them to resolve a noise complaint against my neighbors that live above me in apartment *******. I have been trying to get the disturbance resolved from November 29, 2023, until the current date of today, April 6, 2024. The people that live above me are very rude, and are very disturbing, making loud noises, stomping hard, child jumping and stomping, and their dog runs throughout their apartment at late hours of the night making a lot of noise. ***************** Apartments have done absolutely nothing to resolve this disturbance. I have told ***************** Apartments that I wake up early to go to work between 4:00 AM and 5:00 AM, Monday - Friday, and I also have health issues that I'm dealing with. It seems like ever since I made the disturbance and times known to ***************** Apartments property managers, the people in ******* are getting louder and louder, dropping very heavy objects all through the night, and continuously making extreme noises between the hours of 8:00 PM to 11:30 PM, on Monday - Friday especially. The last reply I received from ***************** Apartments property manager was on December 6, 2023. I have tried to contact them several times by phone and email. Can you please help! Thank you.

  

  Business response

  04/09/2024

  Hi *********,

  As of April 20, 2022, Champion is no longer the management company of ****************************. I have attached a letter from when we transitioned the management of the community over to Birge & Held. Since we are not the management company at your community, we are unable to assist with this complaint. Please let us know if you have any further questions. Thank you.

  Customer response

  04/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21540716
  
  I am rejecting this response because: Birge & Held are the new owners of ***************** Apartments, and they are the company I am filing my grievances with. Champion has sold **************************** to Birge & Held. Please file my exact complaints against Birge & Held. The assistant property manager ************************* did call me on April 10, 2024, and told me she would contact apartment ******* and deal with the situation, and she gave me her email address to contact her if there are further issues. On April 12, 2024, I received an email from ********************************* (Community Manager), saying she is sorry for the delayed response, and to contact her in 1-2 weeks to let her know how things are going. I had another rough weekend with apartment *******, and on Monday, April 15, 2024, I sent an email to ******, ******, and the regional manager telling them of the problems I was experiencing. I have not heard back from either of them.
  
  Regards,
  
  ***************************

  

  Business response

  04/19/2024

  *********,

  Thanks for reaching out. We have forwarded your concerns to the community's Regional Manager. They will reach out and attempt to resolve your concerns. 

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] I have sent an email to the Regional Manager before, and it was attached in my response to the ***********************************, but I do not see it here, and I do not have access to it right now because I'm away from my personal computer. NOBODY from ****************************, a Birge & Held ownership, has replied back to me, except for the one email and one phone call. Both replies said to contact them if the problem still exist. I contacted them to let them know the problem still does exist, and I never got a response back from them. That is the complete problem I'm having, is NO RESPONSE. ***************** Apartments can always send out emails to threaten you with fines and other negative things, but they never handle my attempts to find peace within my home. They may send a vague response like "We're glad you brought this to our attention", or an email saying, "Please be kind to your neighbor", and that's it! How is this resolving a direct crisis that needs to be resolved? **************************** are now a master at doing the bare minimum. **************************** was a very nice community, until Birge & Held took ownership.
  
  Regards,
  
  ***************************
  

  

  Business response

  04/29/2024

  *********,

  We've reviewed your complaint with the site's Regional Manager and the site has communiced with you about your concerns.  

  Customer response

  04/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is vague, but I guess it is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I think they create scenarios making people not move in, so as to fraudulently accept administrative fees and application fees.  

  On Thursday, March 19th, I called and spoke to ******** indicating I was interested in a ground floor apartment and told her I have four emotional support animals, cats. I said I would have to apply on Monday, because I would need to get my paystubs from work. 

  I was having trouble putting the information into the application. I called in, and spoke to a rep, who said she would manually input the info into the application. I called back, and was told ******** didn't work there anymore.

  Then I got a text message from ********, which was confusing, but saying she was working from home. 

  I was told it would take 2 days. But it took a week. Then I reached out on Monday, and was told they would send the lease on Monday or Tuesday. I didn't hear back, so I called today, and was unable to reach anyone, left a vm. Then got an email saying I would not be able to sign a lease till the week before I moved in, and could only bring 2 cats. 

  I believe this practice is unethical because at any point in time during our initial conversations, they could have said I would not be allowed to have 4 emotional support animals. 

  I cannot sign a lease at the end of the month which potentially leaves me homeless.   

  

  Business response

  04/16/2024

  ******,

  Thanks for reaching out.  ************** did you apply at?

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The parent company of ************* isn't aware that this is the property in question. They have to be able to explore the situation further before they can offer a resolution. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************

  
  

  

  Business response

  04/19/2024

  ******,

  Thanks for letting us know what community you applied at.  I've forwarded to the communities Regional Manager to review and reach out.  

  Customer response

  04/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  I reached out directly to the property and requested a full refund based on the fact that they did not act in good faith. The property did not respond. I then had my attorney contact them, and received communication through my attorney that I would be receiving a full refund of the amount paid to ************************. 

  I do however wish to have this escalated through the district manager and see that there is some accountability for their poor practices. There's simply no excuse for the behavior of the management at this location. It isn't standard practice for an applicant to wait a week for approval, and to wait three additional weeks to sign a lease. The whole process should take less than a week, and only took four days with the complex that I chose to rent with. 

  Hopefully they can address the lack of communication between staff and potential residents as well as the fact that the phones aren't answered in the office. I know this to be true because both others and I have attempted to contact them by phone and haven't been successful. They aren't showing apartments every time a potential/current resident calls. They simply chose not to answer. If this had been the case in the beginning, I wouldn't have applied to begin with.  Additionally, the staff needs to be reeducated on the laws regarding *** animals in the ************* to avoid potential litigation from applicants in the future as they aren't currently in compliance.
  
  
  

  Regards,

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  (************************ - ******, **)  When the new company took over my apartment, they placed a bid restriction list on our lease, but previous to them owning the apartment complex. I already had a breed that they now have a breed restriction on ever since then I have been having issues with this new company that has bought the apartment, I feel as if I'm being harassed and need to record every time I am outside with my dog just to protect me and my dog. They had charged me a $50 fee for not picking up pet waste but when I called and explained the situation and told him that I did pick it up, they said that it would be removed and it was removed. I go to pay rent and there's a $75 charge on my rent, when I asked why she said that it's just $50 higher because of the pet waste fee and I tried to explain to her that it's not $50 at $75 more and they have not responded back to me. They recently did a renovation on the apartment complex which is unfinished. I called and asked when they could come back and finish it. Nothing has yet been done about that. My carpet has been in disarray for about a year now that they are aware of they removed my maintenance request and I've just been waiting for it to be fixed. I still have a hole in my ceiling from when my toilet was leaking from the last upgrade a year ago.

  

  Business response

  04/19/2024

  April 17,2024
  
  ********************
  ****************************************************************************************
  
  Dear ******************,
  
  I am writing to you in response to your complaint issued to the Better Business Bureau on 4/15/2024. 
  
  First and foremost, we would like to thank you for being a valued resident within the community since 2021. We are glad to have retained you within our community for this time, and hope that we will find an amicable solution together to be able to continue this relationship with you and your other co-leaseholders.
  
  Your concerns written in the statement to the BBB included the following: the communitys current breed restriction list (concern 1), the communitys current fining program for pet owner negligence (concern 2), concerns with the condition of your carpet (concern 3), and concerns with a hole in the drywall in the bathroom (concern 4).
  
  Concern 1:
  Our management company does have a different restricted breed list versus the prior management company (who sold the community and then retained management by Birge & Held), as you note. We understand and agree with you, that these lists are different. That said, we have grandfathered in all pets that already existed within the community and that fall onto our restricted list,yours included, and it is our understanding that your pet(s) still remain in your household and within the community as usual.
  
  Concern 2:
  We understand that you were recently assessed our $50 failure to pick-up fee,that is applied to any residential account when an owner or guest of a resident/owner fails to pick up after their pet(s). We also understand that you disagreed with this charge and reached out to the community team, and that this charge was removed after research of the evidence. Our records show this charge was removed and that your account is at a $0 balance, and is current, as of 4/5/2024. Your ledger is attached for reference, (pages 3-12) detailing any charges/payments made, and the current balance which does show at $0.
  
  Concerns 3 & 4:
  Our internal software system shows a total of 31 service requests entered for your apartment home within your lease dates (page 13), and all have been marked completed/closed at this time. There is nothing currently open that the community team is aware of for repair.
  
  The community team is happy to dispatch maintenance and any necessary vendors to complete the repairs needed in your home relative to the carpet concerns and drywall repair in the bathroom.
  
  We have input these requests for you today, 4/17/2024, and will intend to have our maintenance personnel out to identify the issues and schedule any needed vendors needed by 5pm 4/19/2024. The community team will communicate with you throughout this if vendors are needed (as that timeline for repairs needed by vendors, if needed, will be subject to their scheduling availability). The lease assumes permission of entry when service requests are submitted within standard business hours (9am-5pm), and therefore our team will come to inspect the two noted concerns by 5pm 4/19/2024 within those typical hours.
  
  For the future, to enter service requests or check for the status of them,simply go online to your resident portal and select service reqeusts, or call the office at ************, or e-mail the community at **********************************
  
  At this time,we believe that all concerns have been/are scheduled to be addressed now that our teams have full visibility into the concerns, and we are not willing to terminate the lease given the policies and procedures have been followed by the community team, and given our ability to ensure proper repairs as completed within the home as long as the community team is notified.
  
  You are always welcome to reach out to the community team itself, or its District Manager,********************, at ***************************************** if you have concerns or questions that you feel are have not been addressed accordingly or efficiently.  
  
  We appreciate your detailed information and you for sharing your concerns with us.
  
  Kindly,
  
  Your Sawmill Ridge Team
  ************
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The apartment complex added an amenity (internet) at a cost of $60 additional per month, without an updated leasing agreement. I complained about the change, *** even tried to contact the internet company. The internet package was forced on to me and raised my rent by $60.00. The internet service didnt work with my work, school, nor my recreational hobbies ( gaming). I spent hrs on the phone with technical support and nothing changed. I was even charged more for a service I didnt want. I was using ATT fiber and paying $80 for 1GB of service vs $60 for 400MB, and id have to additional to get the same service quality and quantity. The leasing office said they wouldnt do anything for me and they were allowed to add paid amenities to my account without having me sign an updated leasing agreement. That started back in August of 2023

  

  Business response

  04/16/2024

  ******,

  We appreciate you reaching out.  ************** do you reside at?

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  What resolution have we received . Nothing was actually said or information to mr 
  Regards,
  
  ***********************
  

  

  Business response

  04/19/2024

  ******,

  The complaint doesn't mention the name of the community you reside at. What community do you live at?

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a space at The Fields in ************** for an event. I am requesting a refund for $100.00 that was due when I signed the contract. The event I was having is now much smaller than originally planned so the large space is no longer needed. I paid the deposit on 11/11/2023 and went into The Fields on 1/6/2024 to request a refund of $100.00. The contact I signed doesnt state anything about not getting a refund for cancelling. I was told by a man named **** that accounting would review and I would receive a check in the mail. I have followed up with The Fields several times and they said I must contact Birge and Held for the refund. I have sent several emails to many different employees, given all the information and my phone number several times. Ive gotten one email back asking the same questions but no one offering to refund the money. I am reporting Birge and Held since The Fields claims it is their responsibility.

  

  Business response

  03/20/2024

  ******,

  Sorry for the delay, and for the additional steps you needed to take.  We followed up with accounting and they are refunding your check. If you don't receive or need additional assistance please email *****************************************.  Just reference the $100 refund for The Fields.  Thanks for your patience and understanding.

  Customer response

  03/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was approved for a lease through a company that co signs. I paid them 1385 to have a co signer so I could get this lease. I was referred to the company by April. I told ******* had a mixed breed puppy even signed the paper saying I had a mixed breed puppy. After I paid the 1385 and 200 to ******* village I was told to send my puppy records and a picture. ***** then informed me my puppy was listed as a Pitt mixed breed so it wasnt allowed. She said 150 would be refunded to my account, but we was supposed to talk today about the 1385 I paid to the company. Had she brought up the Pitt restrictions in the beginning I would have went somewhere else. I called today and shes not answering my call.

  

  Business response

  03/16/2024

  *****,

  I believe this has been resolved.  If not, let me know and I'll look into it. 

  Thanks

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have yet to receive any money back.  Not even the 150 they told me over the phone I would get back. *** called and they dont answer the phone. I am seeking the whole amount I paid out not just the 150. 
  
  Regards,
  
  *********************

  
  

  

  Business response

  04/05/2024

  Thanks for reaching out.  The Regional Manager is reviewing this and will reach out.

  Customer response

  04/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In May 2023, my son and I signed a 3 month lease with *********** Apartments at *************************************************. My son needed short term housing while working a summer internship in ******. The lease began on 6/11/23 and ended on 9/10/23. Knowing that he would only be there for a short period of time and would not cause any damages we opted to pay the $500 refundable deposit instead of the nonrefundable $150.00 Waived Deposit Fee. On 5/30/23, I hand delivered two money orders to Maple Crest one for the partial first month's rent in the amount of $495.00 and a second one of $500.00 for the deposit. We moved him in on Sunday, June 11th and noted things that were damaged or missing on the provided form. The bedroom door was missing the door k*** and there was a big hole in the back of the door the whole time he lived there. ****** agreed to give us a copy of the form and to contact maintenance about the repairs but neither ever happened. We gave ****** notice that we were moving out on Sunday, 9/3 and had arranged a walk through with her on Saturday 9/2 at 11:00 a.m. She never showed. The office was locked and no one was there. We moved out leaving the apartment cleaner than it was when he moved in and left the key in the drop box. I called ****** repeatedly the following week to find out if she'd walked through the apartment yet. When she finally answered she commented that we left it immaculate and that we would receive the deposit in a matter of weeks. I've called Maple Crest multiple times and I'm told the payment will come from ***************************** but they cannot provide a contact name or number. I've left a voicemail on the phone number listed on the B&H website and submitted a request on the website. I've never heard from them. Also, ******* at Maple Crest turned me into collections for the last months rent. ****** confirmed their records showed we paid the $500 deposit and the last month's rent. I provided the money order to the collection agency.

  

  Business response

  03/16/2024

  *****,

  Thanks for reaching out.  I've escalated this to our Regional team and they will review your concerns and reach out.  If you don't hear anything by Wednesday 3/20/24, can you please email me at *****************************************.  Just mention the Maple Crest BBB complaint.  

  Thanks

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business responded to my initial complaint to say give them until Wednesday, 3/20 to look into it and if I dont hear anything email them at the provided email.  I did not hear from them and emailed them on 3/20 and still no response.  I continue to feel like Im getting the runaround.  This will not be resolved until they refund my deposit.  
  
  Regards,
  
  *****************************
  

  

  Business response

  03/26/2024

  Hey *****,

  We are in the process of sending you a refund.  Please let us know if you don't receive.  

  Customer response

  03/31/2024

  I have received the refund of our deposit.   Its unfortunate that it took so much time energy and probably would not have happened without the assistance of the BBB platform.  Thank you for your help.    

  Customer response

  04/01/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A car crashed into my apartment on 1/5/24 that created a hole in my unit. The thermostat stopped working. The cold temperatures from the hole have caused the unit to be unlivable. I have reached out 3 times in an attempt to fix. I did not pay ******* rent due to this and now they are evicting me.

  

  Business response

  02/11/2024

  *****,

  Thanks for reaching out.  We researched your concerns about your unit and the team has been in contact with next steps.  If you have questions, please reach out to the office team or let us know.
  

*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. ↩