Complaints

This profile includes complaints for Birge & Held Asset Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birge & Held Asset Management, LLC

  8902 N Meridian St Ste 205 Indianapolis, IN 46260-5369

• 

  Birge & Held Asset Management, LLC

  11185 Oak Parkway Ln Saint Louis, MO 63138-2100

• 

  Birge & Held Asset Management, LLC

  946 Doctor MLK Jr Street Indianapolis, IN 46202

• 

  Birge & Held Asset Management, LLC

  5818 Flight School Drive Indianapolis, IN 46221

• 

  Birge & Held Asset Management, LLC

  1533 Arbors Lane Bloomington, IN 47401

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:06/08/2024

  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 pay $1400 in rent monthly for an apartment at ******************** owned by Birge and Held. There has been a hole in my ceiling in the bathroom since 11/1/2023. As of 2 weeks ago, water stains have started appearing on the ceiling above the dining room, which I promptly notified them of on 5/23/2024. No response from the community manager after notification. I have started to smell mold from the hole in the bathroom. I went in person to the office on 5/2/2024 and was told theyd address the hole in the bathroom, and I would receive updated information on that the next day. Never received contact back after that promise. The lack of timely response to maintenance requests and the blatant lies about helping when approached in person are both unprofessional and deeply frustrating when paying this much for an apartment. This needs to be remedied immediately, and a rent concession should be allocated to my account for the ongoing stress and frustration from my living quarters being left in disrepair.

  Business Response

  Date: 06/21/2024

  He *******,

  Has the site team reached out to you?

  Customer Answer

  Date: 06/21/2024

  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.]

  The site team has taken the appropriate steps to complete the requested maintenance but has not addressed the requested rent concession for ignoring my messaging and leaving the hole in my ceiling for 6 months. I will be keeping this complaint outstanding until compensation is offered.

  
  Regards,
  
  ******* ****

  
  

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did my application and paid the application and admin fee. I was approved within a few days. I received a welcome letter and apartment number and what I needed to switch my utilities over. A few days later I was told my application was denied due to past evictions but I do not have evictions on my record. I believe I was given false information as someone was still living in the apartment they had given me.

  Business Response

  Date: 06/12/2024

  Hello *******,

  Can you please confirm the name of the community you applied at.  Was it *********** in ***********?  

  Customer Answer

  Date: 06/13/2024

  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

  Date:05/14/2024

  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.

  My family has been searching for a place to live and found The Residences at *********** and it has been an ordeal through the whole process.It started after we were taken on a tour of one of the apartments where we were told that the prices of the apartments, we were looking at have fluctuated from the flyer we were handed until now.After that, we started the process for an apartment that would satisfy our needs and fully completed the process to then be switched out of that apartment to another in the same building and we would later find out wasn't allegedly available because the leasing manager was using that apartment for their own purposes.We were then shown another apartment a couple of weeks later that we agreed upon and finalized the paperwork on it. Upon doing our final inspection on May 3rd of the property is we found mold in the ceilings in the living room and both bedrooms and both bathroom vanities, shower and bathtub, roaches (both dead & alive) in multiple parts of the unit and ***** f**** and the kitchen drawers, ***** traps in the kitchen pantries and drawers, broken faucets and many other things in a state of disrepair and if need be a video can be provided that documents these findings.Later that day, we presented these findings to the leasing manager in hopes to just dissolve the lease and be fully refunded as there is no way we can or want to live in such conditions. The leasing manager allegedly presented these findings to the property manager and refused to dissolve the lease based on the information presented. In protest, the keys were left with the leasing manager, and I've heard nothing since.There was supposed to be a meeting set up with the property manager for May 7th by the leasing manager, but I called May 6th to confirm the appointment to find out one was not set up, so I've since scheduled one for May 15th in hopes of resolving the issue.

  Customer Answer

  Date: 05/15/2024

  This is an update to the meeting I was supposed to have on May 15th.

  
  Even though I scheduled an appointment is the property manager for 3PM, is not only were they on a conference call when I arrived is they also were not aware of meeting even being scheduled. After waiting 40 minutes for them is they stated through 2 other employees that they were supposed to be gone before our scheduled meeting and also because the lease was signed that regardless of the state of the unit is we could pay to break the lease which would cost according to them another $804 on top of the $1274 we have already spent on this in a unit we have spent a total of less time in than we waited for an appointment we never had, with a person who refuses to meet us for the sake of forcing people to pay money to break a lease they are in clear violation of.

  These are horrible and shameful business practices that need to be stopped immediately.
  
  These are employees of this company that refuse to take responsibility for their actions and would rather hide behind conference calls and calendars than handling the immediate needs of their residents but are quick to offer me a monetary way to end our business relationship that benefits them than truly understanding the issue at hand and working with me to find a resolution that satisfies the immediate need of the situation at hand. 

  I just would like to be fully refunded and lease dissolved as soon as possible seeing as if they continue to stall is it will be a new month and rent will be due again and I refuse to pay rent for an unsanitary unit that I haven't resided in for another month on top of what it would cost to dissolve the lease.

  Also given this interaction with them has soured any opportunity to wish to resolve the issue in any other manner seeing as if this is how they handle issues now is this will be the behavior exhibited throughout the length of the lease and I do not want to deal with these unprofessional individuals any longer in any capacity. 

  
  

  Business Response

  Date: 05/21/2024

  ********, thanks for reaching out.  Has your issue been resolved?  

  Customer Answer

  Date: 05/27/2024

  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. 
  
  It would seem only after we reached out to the BBB in this regard did they partly refund us $946 of the $1274 in total that we spent. We did not get back $78 for an "occupancy permit" that was never filed seeing as there was supposed to be a renewal of this permit with the county where the unit is back in December 2023, long before we even signed a lease and the other $250 was for application and administration fees which should be refunded as we never even lived in the unit.

  They were not happy at all with the fact that we reached out to anybody about this issue at all, claiming they were trying to work with us even though before this the only way they were considering termination of the lease was the $804.10 administration fee that according to the lease does not in any way terminate it and is there only for them to recoup administration costs and before that not even wanting to terminate the lease at all nor was any attempt even made to make the unit safe and habitable for my family to live in which in itself a violation of the warranty of the lease to provide a habitable place to live by letting it be in that condition to begin with.

  Most importantly, we were provided no actual proof of the refund, nothing on paper stating legally that the lease is terminated by them claiming that they do not have access to company letterhead nor access to a notary to make said document legal and that we would have to wait 30 business days for a check to be mailed when they could have if they wanted to write us a check then and there.

  Even through all of this, the property manager refused to meet with us for the third time and made us wait another 45 minutes for us to deal with the leasing manager who stated the property manager was very busy but clearly had no time to meet with us about their own property. However, they did make time to meet with other employees and friends during the time we waited to be seen.

  Again, this level of unprofessionalism is appalling and something needs to be done as if this is how we were treated is I can imagine how others have been and will be treated if the culture there doesn't change for the betterment of the residents.
  
  Regards,
  
  *******************************
  

  
  

  Business Response

  Date: 06/12/2024

  Hello ********,

  Just wanted to reach out and confirm if everything was resolved?  

• Initial Complaint

  Date:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are now requiring that the tenants use their Internet and we will be charged for it. It is being forced on us. I recently signed a new lease a few days before they announced it. I wasnt told anything about it and its not in our lease. I work from home and require a hardwired connection and theirs is wireless. I was told that they can install a hardwire in my apartment, but I would have to pay for it along with extra monthly fees. Im not paying to install in their apartment when I already have cable internet and am happy with it. This should be an optional choice for internet not a requirement.

  Business Response

  Date: 05/10/2024

  *****,

  Has the Regional Manager reached out to discuss your concerns with the internet?

  Customer Answer

  Date: 05/10/2024

  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. 
  
  They reply was asking me if the regional manager had made contact. I have not received a call from the regional manager. Nothing has been addressed from their side.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/13/2024

  Hey *****,

  Has the Regional Manager reached out to you?  

  Customer Answer

  Date: 05/14/2024

  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. 
  
  I have not heard from anyone at this business.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/22/2024

  Weve responded to this.  There is nothing more we can do. 

   

• Initial Complaint

  Date:05/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 05/03/2024

  Hello,

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

  Customer Answer

  Date: 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

  Date:04/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:04/17/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 04/16/2024

  ******,

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/03/2024

  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.

  (************************ - ******, **)  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

  Date: 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

  Date:03/27/2024

  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.

  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

  Date: 04/16/2024

  ******,

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

  Customer Answer

  Date: 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

  Date: 04/19/2024

  ******,

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