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:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  January of 2024 I contacted the city of ******** to inform them I had no smoke detectors or fire extinguishers. An by law they had told me that hidden creek apartments was not responsible for fire extinguishers but by law their responsibility was to have smoke detectors in each unit. And unfortunately for me nothing was done. March of 2024 there was a fire in my apartment and thank you ************ was at home the time of the fire and got me and my children out safely.since then Ive been getting the runaround when it comes to when the damages are going to be fixed .Not to mention I pay renters liability insurance for such damages to the unit . Im still living in the unit and nothings been done about the damage of the fire .

• Initial Complaint

  Date:02/22/2024

  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 have lived at my apartment for just over 2 weeks now and they have agreed to break my lease and refund me if I'm out by the 29th of this month, which I think is crazy, that gives me one week. There is a list of issues going on here on top of almost $1000 a month in just utilities for a 914sqft apartment with zero other amenities. AEP specifically said something has to be going on here because my bill is much higher than the average in the area. They refuse to fix any issues until I threatened escrow or look in to what is wrong in this unit. Nobody can even confirm exactly what utilities I pay for this unit. Since Tuesday I have been told 4 different things as far as my monthly charges and it does not match my move in papers I received before move in. Multiple things are broken, I was told by many employees and online that I have a washer and dryer, I do not. This place was disgusting and I had to clean everything before moving in. There were nails, screws, paint, earrings? All over every room. Mice are running around and pest was supposed to be here the last 2 weeks and hasn't come. I've been charged hundreds of dollars that I had to send multiple emails to get refunded. Nobody answers the phone or emails for days and there isn't even an option to leave a voicemail, it just ends your call. I do not feel safe here and i should be given 30 days to move out since I am not being evicted, my rent and bills here are all paid, and this is not my fault. I was lied to from the beginning and should not be punished. One week to find a new apartment as a single, fulltime working mom is impossible. The list goes on and it has only been 2 weeks!! What are my options?! I have lived in a few apartments, but this has been absolutely insane, unfair and exhausting. I have videos of the broken things, nasty floors and carpet that won’t attach and all proof of payments and emails for charges I should not have received the day after I moved in.

  Business Response

  Date: 02/23/2024

  Ms. **** has been offered a full refund and to be released from her lease. Ms. **** was offered a transfer to a sister property which was denied. Maintenance was scheduled to enter the home to asses the maintenance concerns and Ms. **** canceled the appointment and will not allow a technician to enter her apartment. Our staff has attempted to resolve the issues, however, Ms. **** will not allow anyone to do so. Our lawyers have provided a Lease Recission addendum that was emailed to Ms. **** today. Ms. **** has been offered a full refund of $872 as long as she is moved out and keys returned by March 1, 2024. Should Ms. **** remain in the home past March 1, 2024, she will be responsible for the rent charges due per the lease agreement. 

• Initial Complaint

  Date:01/24/2024

  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.

  Have had muiltple repair orders in with the company about a none working dish washer that has black mold growing in it.

  Business Response

  Date: 02/20/2024

  Maintenance was sent out to complete these repairs. 

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in April 2023 and I had a mice infestion which I discussed with the property manager but nothing was done so I had to move in with my mother. When, my mother got involved she contacted Birge & Held who are property owners of the complex. A representative by the name of Kate Weiver contacted us we met at the apartment and she saw the droppings advised that the situation would be taken care of in 2 weeks which was never done so they fired the property manager and hired another one who in return called us back because I filed another complaint and also after talking to residents at the complex in the same apartment building and he told us that he would have to get the pest control people out and it would be a process while only deducting 100.00 off the rent and I have not been able to live in my apartment for 2 months going on 3 months. Before I moved in, I noticed a urine smell in the carpet and asked the property manager to get new carpet because I am allergic to cat dander and they broght a ozone machine to get the dander out which was ridulous knowing that the only way to fix the urine smell was to remove the carpet which they did not want to pay to remove. This company has been the worst company that I have ever dealt with for renting. I plan on writing the attorney general because of the situation. My dog can't even stay at the apartment becuase of the cat urine and dander so he stays with my mother. I just want out of this lease.

  Business Response

  Date: 08/10/2023

  We do apologize for the issues that Ms. ***** has faced.  I was made aware of the issue of a mouse in the home on 7/3/2023.  Upon being made aware of their issues and concerns I requested meeting with Ms. ***** to walk her home to see and discuss the issues they had raised.  I also set up for a new vendor to be brought in to address the issue.  Original we had scheduled for myself and Ms. *****'s mother to meet me to go into the home on 7/6.  This appointment was canceled due to an illness on their side and rescheduled for 7/12.  On 7/7 I walked the home with Ms. *****'s mother.  I inspected the home and found halls wrappers shredded in the corner of the bedroom and a hole in the closet of the master bedroom.  Mouse droppings were found under the kitchen sink in addition to a small hole but no further evidence was found.  I cleaned up under the sink and advised that we would continue to treat the home.  I explained that we would not be sealing the 2 holes until we could confirm that the mouse was removed from the home so we did not trap it inside.  I also explained that we would not be able to offer a rent credit due to the leaseholder not staying in the home but that I would issue a credit due to the delay in response since this had been ongoing from before I stepped in.  No time frame was presented on when we could officially resolve the issue as we are not able to control the situation since it was due to wild life.  I did advise that we would be following up every 2 weeks as the pest control company would be out to check the status and increase any necessary treatments.  They were also told to allow us to treat and to stop self treating as it would be counter productive to the issue. We had the home treated again on 7/24 and it is scheduled for another treatment on 8/11.

  The cat issue was never discussed with me.  However there was no smell or odor in the home.  As these homes were built in the 70's we have no way to ensure that any home in our community has never had a pet.  The onsite team made attempts to address Ms. *****'s concerns to the best of their ability since she has said their is dander in the home and we have no odor to be able to source any other issue.

  Ms. ***** and her mother did contact us on August 8th.  The property manager reached out to discuss our actions and plans that he is doing to resolve the issue.  At this time they brought up the cat issue and a new issue with cockroaches.  They advised us that they had been self treating using peanut butter in addition to advising that the resident's dog had been marking the carpet for what they believed to be due to the cat smell.  They requested for the carpet to be replaced and were advised that we would be unable to do so.  The manager attempted to discuss the further plan but was hung up on when they were not given the response they wished. 

  While we understand that this is a frustrating and difficult situation we are working to resolve the issue which has been escalated due to the self treatment methods they have begun which has resulted in addition pest issues.  We will continue to treat the home and rectify the situation and follow the protocol and recommendations that have been provided to us through our pest control company and their experts and need their support to allow us to treat the home accordingly and cease all self-treatment matters.  While this situation is unfortunate we are unable to release them from the lease agreement.  The lease does have a termination clause should the resident wish to execute their right to terminate the lease agreement.

  As always, if I can be of any further assistance, please let me know.  We strive to provide exemplary service in a timely manner, however some situations can require an ongoing approach to resolve.  We appreciate your help in resolving this matter.  

  Customer Answer

  Date: 09/01/2023

  Problem:
  We have already put in a complaint and now we have a second complaint. First there was nice and now my daughter has roaches. This place is the worst place and again we called the office and again no one called us back!
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Refund; We want to be out of this lease! Birge and Held Management Company is no help either!

  Business Response

  Date: 09/01/2023

  While we understand Ms. ***** and her mother's frustration however, we were only made aware of the pest control issue on August 9th.  As we explained to Mr. *****, leaving food out will increase the activity in the home and that we need them to not self-treat.  We have partnered with Environmental Pest Management and have the home being treated and will need their assistance in order for the treatment to help.  After treatment, we need for the resident to clean up any dead bugs to ensure that the live ones do not have a food source and to remove the eggs that are attached to the bodies.  If this is not done regularly it makes it almost impossible for us to successfully resolve the issue without the resident's assistance.  

  As the onsite team is doing everything in their power to address the issue, we are unable to release the resident from the lease agreement.  Should you have any other questions or concerns please do not hesitate to let us know. 

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  No one in the leasing office returns calls or emails, no set business hours that makes it possible to speak to someone. I went in this morning to pay rent via money order and speak about a very large and incorrect balance on my account and to ask for a new lease since their system lost mine. I was told to return after 1pm and at 2pm, I go to the office to find it is closed until 11am tomorrow. I took the day off of work to get this settled and the no contact has been going on for quite some time. I have also had roaches and a leaking basement since I moved in in September 2021, both problems still persist. I have asthma and both issues can exacerbate my symptoms. All I want is for the aforementioned issues to be resolved.