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

  5300 Catalina Circle Dr Hilliard, OH 43026-7239

• 

  Birge & Held Asset Management, LLC

  7145 Anderson Drive Zionsville, IN 46077

• 

  Birge & Held Asset Management, LLC

  8580 Beechmill Lane Indianapolis, IN 46227

• 

  Birge & Held Asset Management, LLC

  3315 E Longview Avenue Bloomington, IN 47408

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:11/03/2023

  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.

  We have mold growing in here and I told them at the beginning of the summer, while I was pregnant. It took them a long time to come fix the *** I have headaches now and now I have I have twins and we are concerned for them. The thermostat wasn&#**;t working either. There is a window broken out in the bedroom. They said they would put an order in but they couldn&#**;t tell me how long it would take.

  Business Response

  Date: 11/09/2023

  Amari,

  Thanks for reaching out.  We are reviewing this with the site team.  We will have a member from the site team or Regional reach out soon.  

• Initial Complaint

  Date:11/03/2023

  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.

  For the last past 6 weeks I've been requesting pest control to come out and spray my unit for roaches. Each time I was told I'm on the list. They are charging every month $5 for services I don't receive. So I've been spending my money out of pocket trying to get rid of these bugs. I was told by the property manager that they were in transition for a different company. But I'm still being charged. And I'm still buying products to get rid of the bug problem

  Business Response

  Date: 11/09/2023

  ******,

  Thanks for reaching out.  I'm reaching out to the team to investigate this.  A member of the team or a Regional Manager will be reaching out shortly.  

• Initial Complaint

  Date:10/24/2023

  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.

  Birge & Held has been harassing me and my wife on our anniversary weekend trip about money owed. They claim its for moving earlier than was approved, which is nonsense. I will explain below. ************* in Antioch ** has a near-pathetic level of security and lighting. Drug deals, public ***, and gun violence arent uncommon here. During a night in September of 2023, a naked man was masturbating outside of our window. We filed a police report and spoke with office management who agreed to let us break our lease. Given this situation as well as the overall lack of maintenance and half-a**** repairs on the apartment, ******, the at the time property manager, was very kind and let us out of our lease. ****** is no longer there, and I can only imagine why. New management by the name of ****************** called us and was incredibly rude up front about it us not paying our rent when in reality, ******* didnt do her job and do any research on this situation whatsoever. We went to her boss, *********************** who was also incredibly rude to us. When I explained the situation to her, she told me shed review my paperwork and call us back. She should have reviewed it in the first place! This whole apartment complex is falling apart. We were given promises of security, new improvements, etc with Birge and Held taking over, when in reality theyve done a worse job than anyone else whos owned it. ***** and ****************** should be fired immediately and replaced with someone competent enough to actually read a tenants paperwork before harassing innocent people on their anniversary. Shame on Birge and Held. Attached is the paperwork that the negligent parties didnt bother to read.

  Business Response

  Date: 10/29/2023

  Thanks for reaching out.  We have reveiwed your complaint with the site's Regional Manager.  The Regional Manager documented the communication with you prior to you vacating the apartment, including offering a concession and to transfer you to a 2nd floor apartment.  The Notice to Vacate form you have attached details the costs of breaking your lease early, with each of you initialing your agreement to them.  Please let us know if you have any other questions.

• Initial Complaint

  Date:09/28/2023

  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 moved into ****************************** apartment complex which is called Hidden Creek Apartments on 4/21/23. The day I got the keys & opened the door there was a cat urine order that was pungent throughout the apartment as well as ripped up carpet in the bedroom closet. I requested to have them change it due to my cat dander allergy & nothing was done by management. On 6/17/23 I called the emergency maintenance line requesting pest control services after I noticed mice droppings under my kitchen sink. Pest control never came for weeks as the problem grew also I was never updated by management on the situation. I immediately moved out my apartment completely on 6/20/23 due to me finding live mice in my bedroom. I contacted the company & on 7/2/23 ********************* the regional manger got in touch with me. She informed me that management would be changing & to be patient whilst they tend to the issue. I checked on the apartment on July 18th to find nice droppings covering my bedroom pillows & on my kitchen counters. Management says they did another pest treatment & patched the holes the mice created in the flooring. I checked on the apartment on 8/1/23 to find more droppings & saw a live mouse running into my living room. I reported again to the ***************************** said they treated. As of today 9/28/23 I still have active mice infestation this is a health issue due to the many droppings. I also reported roaches about 2 weeks ago. My neighbors have informed me that they have had them for ********** cant see how theyre living in these conditions. Management cant seem to get this issue under control. I have paid all of my rent & utilities to have not even been able to live in my home for 3 months now.

  Business Response

  Date: 10/10/2023

  We dont manage this community anymore.  They will need to reach out to current management. 

  ********************* Director of Marketing| Birge & Held O:****************** ***************************************** www.birgeandheld.com *******************************************************************************************

  
  

• Initial Complaint

  Date:08/19/2023

  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.

  On Saturday August 12th I noticed there was water leaking from the ceiling in my bedroom closet from the apartment upstairs leaving a brown ring, the ceiling buckling and I also noticed there was mold growing. Per my lease if there is mold growing on the ceiling , I am not supposed to clean it but instead notify the leasing office in writing. I called the leasing office to let them about the cluster of mold growing in my closet and then sent and email including pictures that same day to ************************* I was then told by ************** that she would send an email out to the property manager, and the maintenance supervisor. On Monday August 14th I followed up with another phone call to the leasing office and was told by the same person that the email had been sent and that someone would follow up. On Wednesday August 16th I called the office again and spoke with ************** and advised her the sense of urgency on getting the mold removed as I have other health conditions. She advised me that someone would be coming out this week to inspect the damage and mold but she did not have a date or time. I called back on Thursday August 17th and I was informed that the property manager , and housekeeping manager were in a meeting and not available. I also asked again was there a date and time that someone was coming and was told again that someone would be out this week. I reminded them that today is Thursday and as tomorrow would be the end of the week , was there any date or time, I was told that there was no further information to give. Today is Saturday the 19th , there are now more mold spots growing on my ceiling in my bedroom closet and I have not heard anything from leasing management or any mold inspection companies.

  Business Response

  Date: 08/21/2023

  *******,

  Has the site team addressed all your concerns? 

  Customer Answer

  Date: 08/22/2023

  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. 
  
  Please advise the business that, the on site office/leasing office has not done anything. I am still waiting for anyone to call or email me next steps or a time frame when this will be resolved. The original complaint was filed on 8/12/23 and although my daughter has called multiple times for an update no one has called me back ,emailed or contacted me anyway to update me on what action is being taken. I followed directions in compliance of my lease agreement. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 08/28/2023

  As of Monday 8/28/2023 and the mold and the leaky and buckling ceiling in my closet at this apartment complex has gotten worse. The mold that was once green in pics I submitted on my initial complaint form was green , it is now black as you will see in the updated pics I am submitting. Not only has the water damage on the ceiling spread but the ceiling is now buckling and as you will see on the pics I am submitting today, water is actually pouring in from the apartment above. Last week 3 workers did come by to look at the closet damage, they said they would be back in two days and never came back. I now have mold/water damage on not only the clothes and shoes in the closet but also on the carpet floor in the closet, which is more than likely due to continued water leakage is going to be moldy next. Also visible in the pics I am submitting with this response you will see white fuzzy spots on the ceiling not which means the mold is spreading.

  I am now requesting to be moved in to a different apartment unit, preferably on the first floor, since the onsite team has allowed and continues to allow the damage to get worse without any intervention.  To this day I still have not received any phone calls from the onsite team on a plan of action or what steps are being taken to rectify this issue.

  Business Response

  Date: 09/01/2023

  *******,

  Did the site team or Regional Manager reach out to address your concerns yesterday?  

  Customer Answer

  Date: 09/01/2023

  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. 
  
  Please advise the business that no one from the onsite team nor the Regional manager has contacted me to provide any next steps or resolution. The mold on my ceiling as previously reported is now black and the hole in the ceiling has now leaked on to my clothes in the closet and now the carpeted floor which if not handled properly the carpeted area that is wet will start to mold too. 

  I am hoping for a speedy resolution, but there has just been no follow up from anyone.
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 09/11/2023

  Hello *******,

   

  The Regional Manager has tried reaching out.  Have you connected with them?  

• Initial Complaint

  Date:08/14/2023

  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.

  ***************************** took over property management around May/June 2023 at the ******************. When we inquired with them about lease renewal information because we needed to renew or give our notice mid June to abide by the 60 day requirement, we were told that if we renewed they would not raise our rent (they gave us until Wed. the next week to receive this offer). We decided we would renew since rent would not be increased and resigned the lease. However, as of August we are now being told we must pay for parking, Our lease does not say that we must pay for parking. When we moved in, we were told we could park in the ************* parking spaces since there is currently no hotel or there are public spaces. I understand this was the previous property management that told us this, but when we renewed our lease, it clearly shows the parking addendum is not filled out - indicating we have never paid for parking. ***************************** is now telling us we MUST pay to park in the reserved parking for the apartments within the parking lot. When we have discussed with the office manager that it is not in our lease that we have to pay to park she has argued with us (in person and via email). She mentioned via email that since she was so new to the property she did not know the specifics of everyone's vehicle payments, etc. but that tells me she did not do what she needed to do to ensure they had things in order on their end. I believe now telling us we must pay to be allowed to park in the lot for our apartments is breaching the lease contract. No resolution is being made. We are being told to pay or risk being towed.

  Business Response

  Date: 08/17/2023

  Hello ********,  

  Thanks for reaching out about your parking concerns.  We have reviewed your complaint with the site's Regional Manager and they will reach out.  If you don't hear anything by 8/21 please reach out again.  

  Thanks for making Wilshaw home.  

  Customer Answer

  Date: 08/18/2023

  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 yet to hear from the Regional Manager, so I would not like to close the case yet. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/22/2023

  I've reached out to the Regional again.  

  Customer Answer

  Date: 08/23/2023

  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 am appreciative that Wilshaw is contacting Regional to reach out to us, but until I hear from Regional and have a response of what their plan is, I will be keeping the complaint open. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:08/10/2023

  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.

  Birge and Held became the property managers of ******************* in late 2022 and it has been the most disappointing experience I've ever encountered. I question everything at this point...is the office staff properly trained, are the contractors even licensed and bonded to do the repair work and why is the property recruiting new tenants when the current tenants issues aren't being addressed.Prior to Birge and Held becoming the property managers I had an issue with mice. Terminex placed bait traps and they sealed some areas in my apartment. I've contacted the property twice since the new management team took over about the mice, specifically asking for them to check the entry points in my apartment and I've heard nothing. I purchased my own traps from Amazon and place ************** around doorways to address the issue myseflf.On June 13, 2023 I received an email for renovation at ******************* which was incorrect. The communication with office staff was horrible during this mistake. We were asked to pack our kitchen and bathroom one week prior and during this time no one caught the mistake. After efforts on my part alone, I received a resolution from the on site property manager and a credit was placed on my account in AUGUST after several calls made to the office. In July I had a leak in my bedroom caused by an AC unit on the 3rd floor. I placed a call to the emergency line and no one answered. I dealt with the poor communication from the office during this time, while still working a full-time job. The unit was repaired by the July 9th and I returned home on the 10th. The leak came back AGAIN on July 31st and once again I'm propelling the conversations for repairs and this time I wanted to know what was going on...structurally. This time a spray was used to cover the watermarks and I was told that was completed on August 8th.The structure of the unit in my opinion is compromised. There could be mold present or internal damages and no one cares.

  Business Response

  Date: 08/17/2023

  *******,

  Thanks for reaching out about these concerns.  We've forwarded your concerns to the site's Regional Manager. They will reach out and review your feedback by 8/21.  We appreciate you making ******************* home.  

• Initial Complaint

  Date:08/01/2023

  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.

  On June ******************************************************************* our laundry room. Like all other apartments in the **************** they were supposed to provide you a safe and habitable apartment, instead, they are trapping us here. After multiple exterminators have looked over the issue, along with the renters association they have concluded that this issue is due to the location and surrounding environment of our unit. We are unable to use our laundry room due to the obnoxious amounts of pesticide, slippery greasy floor from the pesticide and overall health concern. we contacted the leasing office in order to transfer or terminate our lease. The only option for transfer they had available was outside. Her budget does not doable. Once we asked about termination again on multiple occasions, the leasing office has quit all contact between us and will not return any of our questions or concerns. *** reached out to the regional manager over a phone call restating all these issues, and have since yet to hear from her, its been almost one week. We continue to live in an apartment where we cannot use a fourth of this unit due to the issue, and again have not heard back any plans of solving or fixing the problem, instead of listening office has refused to return any phone calls or give any updates about the situation.

  Business Response

  Date: 08/10/2023

  ******,

  Thanks for reaching out.  Can you please confirm what community you reside at and the name of the Regional Manager you spoke with.  We will promptly look into your concerns.  

  Customer Answer

  Date: 08/10/2023

  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 property is The Fields in **************. I spoke with *************************, the regional manager both by email and by phone. We have still yet had any response from the regional manager, or our property management on the situation. We have had two inspections from the **** association with a list of violations from the apartment complex that was completed last week with the official letter currently being sent in by mail. We have met with a legal team with the abundance of evidence from not only the **** department, but also of neglect and non compliance of the management team here on site. Once again we are seeking a mutual termination, but if not accepted by the team we are more than ready to take legal action for inhabitable living situation, code violations and loss of personal property. I wish to settle this situation without going to court but it is quiet obvious the business' is actively ignoring us in hopes that we keep quiet until the remainder of our lease is complete, that we will not do. It has now been over 6 weeks with no communication in terms of resolution or general updates and plans from the management team.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 09/01/2023

  Good Morning Alyssa,

  I believe your concerns have been addressed.  Can you please let me know if anything else is needed from **.  

• Initial Complaint

  Date:07/04/2023

  Type:Sales and Advertising 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 had been renting my apartment at Grafton parks since 2017. Birge and **** started managing the property in 2022. In the 7 years I always paid my bill in time and never had any issues. I moved out of my apartment on Mar 10, 2023 and had paid my rent in full till the end of the month. The office had my forwarding address, email and phone number. They said they would adjust any differences and contact me if I was due a refund. I never received any communication from the apartment office and was shocked to receive a bill from a collection agency for $115.71 on May 24, 2023. I called the office and they had no excuse for failing to contact me and going straight to a collection agency. I wrote a cashiers check to pay my final bill with ******* on May 26, 2023. They assured me that the bill has been settled and they will contact the collections agency (Consumer collection management). I received another notice from the collections agency this week and this has potential to damage my credit. The management did a poor job managing the apartments and their failure to communicate is astounding.

  Business Response

  Date: 07/10/2023

  ********,

  Thanks for reaching out.   The community's Regional Manager is researching your ledger and will reach out to you.  We appreciate you reaching out and will be in contact with you.  

• Initial Complaint

  Date:06/14/2023

  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.

  On February 24, 2023 I submitted a written 60 day notice to the office for notification to vacate the premises by April 24, 2023. I received a notice of intent to vacate document from office staff. I was instructed me to sign and date the document and relieved a copy. A month later on March 23,2023 I contacted the office due to extra fees on my account. During the call the property manager stated that my 60 day notice was not received. I gave her the name of the employee that helped me and the document that was given to me by the worker. The property manager found my documents sitting in the desk of the worker. On March 24,2023 I paid the remaining balance on my account for the full month of rent before prorated amounts were added for ****** On April 21,2023 I vacated the apartment. On April 24,2023 I returned my keys and gave a forwarding address. A few weeks later I reached out to the office about the fees and the process of my deposit. The apartment manager stated that I should not have access to the account. She is not sure if I would be refunded my remaining balance from my prorated rent and it depends on the damages of the property. I did not hear anything from the office for over a month. I called after the 30 day timeframe needed to view and calculate damages with no luck. On June 14,2023 I visited the property manager to discuss the return of my both my deposit and remain balance on my account she printed a document stating an outstanding balance amount and charges. When discussing how the charges were incorrect she stated that there was nothing on file of me turning in my 60 day notice and the balance due will remain.She is the same person I spoke with when my 60 day notice was found in a desk still not filed after a month of being received. I showed her the document that was give to me at the time of turning in my 60 day notice and because the office staff did not sign she would not validate that I was on time and the changes will still be applied.

  Business Response

  Date: 06/21/2023

  Thanks for reaching out.  Can you confirm the name of your apartment community please.