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

  5140 Emerson Village Place Indianapolis, IN 46237

• 

  Birge & Held Asset Management, LLC

  8210 Lakeshore Trail East Drive Indianapolis, IN 46250

• 

  Birge & Held Asset Management, LLC

  9535 Benchmark Drive Indianapolis, IN 46240

• 

  Birge & Held Asset Management, LLC

  2002 Shaw Avenue Peru, IN 46970

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:01/07/2023

  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'm a resident in *******************, in ****** **. We've been living here more than 3 years. After the ownership changed to Birge and Held, dealing with the new staff haven't been easy, at all. Manager is never there and the staff always say she's going to contact us but she never does.On Tuesday 1//3/23 after noticing a charge of $500 on our account, my husband went to talk to someone in the office. Coincidentally the manager was there and she explained that the fee was because our son left a trash bag on our neighbor's patio. My husband asked why the office haven't contacted us about it to let us know and she said, and I quote " We don't need to notify you because we have bigger fish to fry". Which I find extremely unprofessional.We feel really sorry and ashamed about my son acting like that as that was totally unacceptable. And is something that won't be happening ever again. However, upon reading our lease, signed on April 12, 2022 we know that the fee for this type of offense is Not $500.Under Community/ policies master lease addendum Section 11 (Trash removal and disposal) it specifies that: E. Potential Charges: You may be charged $25 per bag for any trash left outside your apartment home or in breezeways. Please contact us if you require further instruction regarding proper disposal of garbage with the compactors, dumpsters, or chutes.F. No Litter: Do not leave cigarette butts or other trash near or around patios/balconies, under windows, or near entry doors. We reserve the right to assess a fine of $25 per incident.There haven't been any writing amend sent to us changing this fee from $25 to $500. So as you can see they're trying to collect money from the tenants illegally. We want to make it right for what my son did, but charging the incorrect amount is not fair at all. No one is answering our messages. And now the office is closed without any explanation. I really hope someone can contact me so Im able to pay my rent and the correct fee.

  Business Response

  Date: 01/10/2023

  Hello ***************,
  
  We have spoken on the phone together and went over the complaint. We understand your frustration with the office staff and that has been addressed.The fee for the trash has also been removed. As mentioned on the phone, please be careful when leaving trash on the property as anyone littering is responsible for the correct fee mentioned in the lease. We hope this resolution takes care of any concerns and we look forward to your continued residency with us.
  

  Thank you,

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

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair 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.

  The most recent date that I can remember is 12/05/2023. I was on my way to the office and seen a maintenance worker driving around on golf cart. I stopped him and advised him that my bathroom toilet was leaking, and that water is coming from under the floor. He followed me to my apartment, and inspected the toilet. He called his supervisor (****) on the phone and instructed him to let me know that they would be out in the morning (12/6/2023) between 9-9:30am as this would be a 2-3 hour job. It is now 2:00pm and no word from anyone. The office does not answer the phone!!! My other issue is, they had a cleaning crew come out and clean the apartment above me when tenants moved out, and they threw the trash over the balcony in front of my patio and never came to pick it up. We have since moved it into the corner where it still sits. Maintenance came out 2 weeks ago and removed a washer from another apartment, and just left it outside next to the trash that's been sitting for at least 5 months or longer. Again a call was made to the office on several instances and we were told that someone is coming out to get it. Here it is 5 months later and trash and washer is still there. This is unsanitary and very nasty looking.

  Business Response

  Date: 01/20/2023

  **************,
  
  Thank you for reaching out in regards to issues you are having in your apartment home.  We do have a new Community Manager on-site and this information has been relayed to her so she can get the issues addressed and resolved.  We will follow up with you directly to ensure these things are completed to your full satisfaction.  We appreciate your residency and look forward to improving our service moving forward.
  
  Thank you!
  ******************* Management Team

  Customer Answer

  Date: 01/20/2023

  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. 
  
  The toilet has been fixed.  Its still trash out back though that was left by THeir cleaning crew.  The guy came on Monday and dropped off blinds that were supposed to be replaced months ago, and said he would be back on Tuesday with the contractor to put up.never came back.  I understand its people without water and heat thats a priority, but if you say youre coming back and dont come or let us know whats going on, thats where the problem is

  Regards,

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

• Initial Complaint

  Date:01/05/2023

  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.

  My apartment complex quickly added a cable/internet charge into everyones rent. The lease agreement was not amended to include this charge. I already have internet and pay it directly through that company. My landlord added the charge in with my rent. Now Im responsible for 2 payments to the same cable company! I believe they violated the lease agreement and they will not respond to complaints. I need assistance about what to do.

  Business Response

  Date: 01/09/2023

  Hello **************,
  All residents were notified at least 30 days prior to the new charge of the introductory $30 rate.  January-March is a $30 charge and starting in April, the cost goes up to $65.  If you already has a Spectrum account, this is such a great deal for you and you will not be charged twice.  The Assistant Property Manager has been spearheading this and has been taking appointments by calling Spectrum along with any resident that has questions. We have been assured that Spectrum will be crediting all residents that have already paid for their service in January and there also is a Bulk Customer Support #************ to reach out to.  If you have any additional questions, please reach out to the ******************* Manager,****** and she will be happy to help you.
  
  Thank you,
  ****************

  Customer Answer

  Date: 01/09/2023

  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 was not notified 30 days in advance of the change and Spectrum reports I will not be reimbursed for the month of January.  Spectrum added that I will be charged for equipment that was supposed to be included with the deal.  So, Im perplexed by their statement.   Several residents are confused about this change.
  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/05/2023

  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.

  I am currently renting with ***************************** at one of their properties, **************** (**********,**) As of 1.1.2023 they have added **************************** to our lease/renters agreement. We are being forced to use this service if we chose to use it or not. We received a promotional discount of $30/per month till 3.31.2023. after the promotional period the price will be $65/per month.There was very little communication given to tenants about this change. In my lease agreement istates the renter(s) will 'directly to the utility service provider' NO amendment has been sent out regarding this added cost to base rent. I would like assistance on who/organization can help provide assistance on this situation.I will provide additional documentation via email and after having a conversation! I appreciate the help!

  Business Response

  Date: 01/09/2023

  Hello ********************,
  All residents were notified at least 30 days prior to the new charge of the introductory $30 rate.  January-March is a $30 charge and starting in April, the cost goes up to $65.  If you already has a Spectrum account, this is such a great deal for you and you will not be charged twice.  The Assistant Property Manager has been spearheading this and has been taking appointments by calling Spectrum along with any resident that has questions. We have been assured that Spectrum will be crediting all residents that have already paid for their service in January and there also is a Bulk Customer Support #************ to reach out to.  If you have any additional questions, please reach out to the ******************* Manager,****** and she will be happy to help you.
  
  Thank you,
  ****************

• Initial Complaint

  Date:12/23/2022

  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 apartment has not been fixed for a year, I have mold on my ceilings, my tub and toilet is stopped up, I have a hole in my bathroom ceiling, my kitchen sink has flooded over causing my floors and carpet to be soaking wet and its leaving a mildew smell. The apartment complex dont answer the office phone or they are never available in the office, this is urgent and need to be fixed immediately because I cant live in a molded apartment.

  Business Response

  Date: 01/06/2023

  Dear ******************,
  
  We are receipt of your concerns, and after speaking with our Maintenance Coordinator, we have been told that all items have been taken care of or scheduled. We do apologize for the delay in taking care of your needs. If in the future there are any other concerns, please dont hesitate to reach out to us.
  
  Kindest Regards,

  Bella Vista

• Initial Complaint

  Date:11/29/2022

  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 management here at western Hills (****************) indicated that they would conduct upgrades on Oct. 19th. We made arrangements to accommodate their request and also took days off work. We heard nothing from them until late in the afternoon on the 20th after my wife reached out to them. They indicated that they wont do our upgrades until the 21st on a Friday. This was inconvenient because our son has early release on Fridays and we are a military family and have no family here. We still said they can start but had to be out by 1:30 and cant paint. In retaliation the management here indicated that we cant renew our lease. I went to talk to management personally and she ignored my presence in the office and blew me off. We asked for their managers info and she indicated that's its against company policy to give out any contact information. we have NO issue with upgrades we just wanted to be treated as people not "people from the old lease as they referred to me". Now they are prolonging necessary repairs and management is ignoring my concerns. the senior property manager ************************* ignored my email after saying she would reach out to me......which she hasn't.

  Business Response

  Date: 12/22/2022

  Hello,

  We regret the upgrades in ********************** apartment home have not been seamless.  We recognize construction upgrades can cause disruption and we apologize for that.  It is our understanding the we have worked through the issues with the Property Manager, the resident and Construction. Should ****************** need any further assistance, please have him contact us.

  Thank you,

• Initial Complaint

  Date:11/20/2022

  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.

  About 8 months ago, a former heroin addict moved into the apartment above me. When I complained about unusual odors emanating from his apartment, their response was to put a "neutralizer" in my vent, which did absolutely nothing. The apartment is over 36 years old and the building has shifted, creating air leaks in the structure allowing smoke and vape fumes to come through the ceilings and walls. Management sent him several warnings about his vaping effecting other tenants, this guy became irritated and became very passive aggressive, blowing plumes of vape to my front window and rear balcony. And since vaping is legal, it isn't a problem until the vape effects someone else... which is when management should step in but to no avail. This guy started vaping at 2, 3 or 4o'clock AM when I was asleep. I'd wake up with sore throat, shortness of breath and other abnormalities. I went to ************* and they told me I have "smoke inhalation" in the blood gas analysis. I told the heartless community manager who didn't give a **** about my health. I told her that the longer I stay here, the greater your liability increases. Switching to a new apartment was mentioned, but wanted me to requalify creditwise... I sent my AGI statement from my tax return, management told me to send "pay ******"... I told them I own a business and don't have pay stubs and because they can't read a financial statement, they rejected my AGI page from my tax return. So I called the management company, ****************************** The manager over the ************** region, ***************************** hasn't returned any of my calls, hasn't responded to any of my voice messages. I think it's a shame that I have to go through BBB to get their attention. All I want to do is switch to a new apartment on the other side of the complex. I've been here for over 6 years with a great rental payment history, it shouldn't be this hard.

  Business Response

  Date: 12/14/2022

  Hello,
  It appears this has been an ongoing concern for ************************ prior to Birge & Held.  When the resident shared his concerns with the Property Manager, she completed an impromptu visit with the resident above ************************ to get a better understanding of the situation and if we could resolve the matter. At the time of the Property Manager's visit, she did not smell any smoke nor any offensive smells that indicated the allegations from ************************ were true. However,  the neighbor informed the Property Manager he uses a vape and hookah occasionally on his patio or away from the building and these are not the same smell or substance as smoking cigarettes as ************************ mentioned. In efforts to resolve **************************** concerns, the Property Manager contacted him to offer another apartment to transfer. ************************ initially declined the offer. About a month later, he came back and wanted to transfer to the new apartment for a price that we are not able to honor.  If ************************ would like to discuss transferring to another available apartment and meets the rental qualifications and requirements to transfer onsite we are happy to discuss this with him.
  
  Thank you,
  *******************

• Initial Complaint

  Date:11/07/2022

  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 am horrified with my moving experience. This has to be the worst experience Ive ever had. The apartment literally looked like somebody just moved out the day before I moved in. Ive also included pictures below for proof. . there is marks on the walls. the sliding glass door is off track. the carpet in the second bedroom is coming up The vinyl flooring in the dining room, kitchen and hallways are coming up and make it dust everywhere when you walk across them The dishwasher is broken The exhaust fans in both bathrooms are disgusting The return air in the kitchen for the ** unit is disgusting The front entryway has marks on the walls The exterior front entryway looks like it was destroyed, marks on the walls dents on the door The air vents in the living room, have water damage around them The window in the master bedroom doesnt even have locks on it, completely broken. The master bathroom is missing two lightbulbs I called the staff the moment I walked in and asked them to come look at this place and I was told it would be about 30 minutes because they were both with a client. An hour goes by I go to the lobby myself and one of the staff members is on the couch with nobody around her, and the other is on the computer, so I find that a little bit disrespectful that I was lied to, that they were going to show up and they never did. Then as Im showing all of the pictures of the damages to ********************* she responds with uh huh after every photo. Then she says, would you like to cancel your lease? Like what? No I dont want to cancel my lease. I wanted them to fulfill their end of the deal. Then she says shes not dealing with me and give me the info of the property manager. Now Im behind on this months rent due to a payroll issue, I get paid again on the 18th. I informed management and they said that theyre going to file eviction if not paid by the 15th. You cant wait 3 days? Now Im feeling retaliated against!

  Business Response

  Date: 11/11/2022

  Hello,

  ************** moved into ********************* on 10/21/2022. When he did his move-in inspection on that day, he found items that he wanted fixed immediately. Which, we sent our maintenance supervisor over right away to fix. He currently has no outstanding work orders with us. On November 2nd, 2022, ************** emailed the property manager to let her know that he was not going to be able to pay rent on time due to a payroll issue. He said he understood that there will late fees associated with this as we still have a business to run. He apologized that we all got off on the wrong foot and that he loves his apartment now that things were fixed.
  
  On November 7th, 2022, he emailed stating that he was going to set up auto payment online for the 18th, if his payroll could not figure out his check situation sooner. The property manager let him know, that if we do not receive payment from him by the 15th of November that we will start the eviction process (per his lease). She also let him know that autopayment would not be accepted because we need to receive full payment from him for Novembers rent. ************** also NSFd his original payment to us, so we have requested that his payment for November rent be in certified funds; either, cashiers check or money order per the Lease Agreement.
  
  Our Regional Manager has made several attempts to reach out to ************** with no answer from the resident.
  
  
  Thank you,

• Initial Complaint

  Date:10/20/2022

  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 in an apartment complex currently owned by ***************************** for about 18 months now. They just took over three weeks ago and initially were responsive when I went into the office for small issues (trying to find a small package). However, four days ago we started experiencing plumbing issues. It was a Sunday and they haven't set up the only service request portal, so we waited until Monday to call and report the issue. The issue included standing water backed up into the sink and pieces of food from the garbage disposal being washed back up into the sink basin. On Monday we left a voicemail early in the morning. When I returned from work, the issue was not fixed. I called and was able to reach someone in the leasing office, who advised that it was a multi-unit issue and would be fixed shortly. On Tuesday we received an e-mail advising that there was an issue with the sewer lines that would need to be addressed by the city. Later that day it was still not fixed and we went to the leasing office. We were told that they had no idea when it would be fixed and it was something outside of their control. On Wednesday we were told we could resume using our sink as normal, leading us to believe the issue was resolved. However it was not fixed. We called and left an additional message requesting a follow up. It is now Thursday and the issue is still not fixed. We have standing water and food in the sink, which is incredibly unsanitary. I attempted to go to the leasing office at 5:15 (it's open until 6pm), but no one was there. I've left additional messages and even attempted to call emergency maintenance. The apartment complex has been radio silent and the apartment is becoming less and less habitable. I've even attempted to contact the water company, but because we pay water with our rent, I don't have a way to find out who the correct water company is to try and go through them in case it is the sewer issue.

  Business Response

  Date: 10/25/2022

  Dear ******, 
  
  Thank you for reaching out to us regarding your concerns! We always strive to provide excellent customer service and it seems like we might have fallen short this time!Hopefully we can make up for that with a little more information of what is going on. Birge and **** does not own The Sycamore, however we just took over management of the property on October 1st, 2022. During the transition we are working hard to find your new staff on property and through outstanding issues.  Last week we were informed of a situation of sewer lines being backed up.  We quickly reached out to some of our trusted vendors, but unfortunately the scope of work was beyond their ability. We reached out to the city to see if the lines were part of their responsibility to be bounced around.  As of today, Fluid Waste is scheduled to be on site mid/late afternoon to jet the lines. We have the company that handles the sewer pumps out their trouble shooting the malfunction of the pump as these are brand new pumps however preliminary reports are that unauthorized disposal of items down toilets/drains are what caused the pump failure.  The sewer lines are on a quarterly preventative maintenance and were serviced in late August 2022. As we get our footing at The Sycamore there will be some additional information handed out regarding proper disposal and what is allowed down toilets and drains.  The online portal went live on October 3rd and our onsite Property Manager, ************************* has been on property since the transition. As we build the staff at The Sycamores you will see new faces and office hours to resume as normal and do ask for your patience as we work through this process.  ************************* can be reached directly at **************************************** or via phone at ************. If you have any additional questions, please feel to reach out directly to us! 
  
  Thank you, 

  The Sycamores

• Initial Complaint

  Date:10/17/2022

  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 live in bella vista apartments. I've been staying in the community for 14 years. in the past 4 years I took sick to where I became disabled. I was staying on the 2nd floor. and when I became disabled I had to move on the lower level. They accommodated me. but when I moved in, there were issues. flooding, electrical problems stove didn't work, mold under my kitchen sink. mold on the bottom of my bedding, door off the hinges. floor towel has black stuff coming threw. I been in this apartment nothing has been fixed. I complained to them about the safety. Empty apartments being occupied by teenagers that comes in and out with weapons. their still hanging out. hall ways have trash on the floors. human species outside the door. And I have photos. Contact the office no one never answer or return phone calls. Having trouble with uploading photos but have plenty

  Business Response

  Date: 10/20/2022

  ******************,
  
  We would like to address your concerns immediately. However, without being allowed into your home until Friday, it will be difficult to assess what the issues are fully. Our staff has been to your home twice this week, so please let us know a time that works best for you.
  
  We have communicated a few times in the past over things that you had concerns about and to our knowledge, we believe they were taken care of. Until we able to come in your home, we cannot address your concerns within your apartment.
  
  Regarding the concern about the teenagers occupying empty apartments, we cannot, by law, rent to anyone under the age of 18.
  
  Please contact ******************************* at ************.Here is her email as well: ****************************************** We look forward to a quick resolve and you being able to enjoy your residency at Bella Vista.  

  -Bella Vista Apartments