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

  545 English Village Drive Indianapolis, IN 46239

• 

  Birge & Held Asset Management, LLC

  6701 North College Avenue Indianapolis, IN 46220

• 

  Birge & Held Asset Management, LLC

  515 E. Market Street Indianapolis, IN 46204

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:09/07/2022

  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.

  Date of the transaction: I signed the 13 monthly rental contracts with Chesapeake Landing this May.My rent plus all other fee is around $1000 per month.The business should provide me with a normal apartment.I notice there was a huge noise from the faulty water heater. The noise is over 60dB in during midnight and has a very bad impact on my sleeping. The first time I found the noise was 8/26 and I called the emergency # ************** to report the situation. Until today 9/7, at midnight right now, the noise is still there and has not been fixed. I have been suffering for almost two weeks from this noise and it has had a very bad impact on my sleep and mental health and my work performance.The business keeps saying they will fix the issue but it has been almost two weeks and I'm still suffering right now from the over 60 dB noise at the midnight.I have several videos recording the noise that occurs in the early morning or at midnight.

  Business Response

  Date: 09/23/2022

  Hello,
  
  We were unaware the issue was still present as maintenance did come out on 8/29/22 and the work order was marked completed in the system.Once you brought this to our attention the issue was still going on the Property Manager said they would have maintenance come out first thing in the morning the following day.The maintenance technician came out the following morning, 9/7/22, to diagnose the issue. Our Maintenance Supervisor came to your apartment to do the needed repairs on 9/8. This alleviated a lot of the noise but was not completely silent. Our Maintenance Supervisor was able to make some modifications and repairs to the trap on the ac drain. We are pleased to say that this solved the issue, and we were able to close out all the work orders related to this issue on 9/14. We did our very best to get your issue resolved fully in a timely manner once it came to our attention that it was still ongoing. The Property Manager kept you updated in the process and came to your apartment to view and listen to the issue first hand. In this case, multiple trips were required to ensure that the issues were fixed, and they wouldnt reoccur.  
  
  
  Thank you,

  Chesapeake Landing Apartments

  Customer Answer

  Date: 09/26/2022

  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. 

   

  *Has the company addressed the issue of the dispute?
  YES,They finally fixed that noise.
  
  
  *If not, why?
  N/A.
  
  
  *Has the company met the agreement they outlined in their response?
  YES, the company did fixed that noise.
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/30/2022

  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 applied for the residence at Bella vista June 17 I was denied and went to the leasing office june 18 where they explained where I went wrong on my application I was to my application fee would be returned to me between 1-2 weeks it is now July 26 and I still havent received my refund I try calling and calling everyday during business hours and no answer I finally got in touch with someone two weeks ago and was told to give it a week because it probably havent been sent out and still nothing and now when I call I cant get through to anyone

  Business Response

  Date: 09/12/2022

  ******************,
  
  Please see the attached images of the check that was sent to you, which has been cashed. Note on the back is a signature with your name. You will want to take this up with your banking institution if this was cashed fraudulently.

  Thank you,

  Bella Vista

• Initial Complaint

  Date:08/25/2022

  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 put in a list of apartment repairs on April 5, 2022. They never responded to me. The email I sent in march detailing the repairs was deleted. I was notified that the list was deleted. I resent via video of the list of repairs; approximately 8 repairs which included a problem with roaches. I spoke with the office personnel in July. They told me to resubmit the list; which I did August 14th. It was the exact same list. Today that list was deleted as "completed" and they haven&#**;t done a thing. They haven&#**;t even come into the apartment. I have been off of work for four months and they haven&#**;t come to the apartment.

  Business Response

  Date: 09/19/2022

  Good morning *********,
  
  We are sorry to hear of your pest control issue. We have had had your home treated as well as the surrounding area in the hallway. We have also had your hallway cleaned. Should there be anything further or this continues to be a problem, please reach out to the office for assistance.

  Thank you,

  Management

• Initial Complaint

  Date:08/17/2022

  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.

  My landlord is harassing me and claiming that I did not pay rent for the month of 02/2021 for the past year and a half. I've explained the situation multiple times and have attempted to work with them to resolve this issue and to track down the money order which was delivered to their location via a designated rent dropbox during the month in question. There is security camera footage that will show me placing the rent at the location. I have documents showing some of my contact attempts which were not followed up on until last month 07/22. They are claiming they are unable to reference their financial statements to confirm if the money order was deposited into their account via the **** that I was recently able to obtain from the place of purchase. They are also refusing to look at the security footage from the date in question. After verbally attempting to reach a resolution in-person on 08/15/22, they are still unwilling to cooperate with me and are intent on taking me to court. Company may want to evict in order to increase rent amount as it has stayed the same since the initial lease was signed. None of this information regarding their claims against us was provided during the re-singing of our lease in January of 2022. Instead of cooperating with me and attempting to reach a resolution outside of a courtroom their objective seems to be eviction regardless of the facts pertaining to the situation at hand. The rental office underwent management changes in June of 2022 and much of the information and documentation for my time at this location seem to be missing or misplaced. It was impossible to get ahold of the previous management company as well. This company is the parent company to the apartment complex I lease from and that which I cannot get ahold of.

  Business Response

  Date: 08/24/2022

  ****************** owes back rent to Regency Park and as such management has followed proper protocol to collect monies due. Management has met with ****************** on multiple occasions in an attempt to work with him on researching the balance owed as he claims it was paid. He was given steps on how to research the payment with the company he claims the money order was purchased from, as he is the only one that can do so. To date, he has failed to produce any documentation or receipt showing payment was made to Regency Park and our collection efforts have moved forward as they would with any other resident. ****************** has demanded that we turn over camera footage (footage that does not exist) and property financial reports to support his claims that the money was paid. We ultimately can not and will not do that for multiple reasons, one of which is the privacy of our other residents. He has since issued the complaint below, as well as a few others. At this point we have done all that we can to assist ****************** and his case been turned over to legal counsel.

   

  Thank you,

  Regency Park

  Customer Answer

  Date: 08/24/2022

  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 information provided by Regency Park is incorrect. I met with the office staff on one (1) occasion on 08/15/2022. All other attempts to speak or meet with office staff was either not followed up with or denied. Please see the attachment indicating over 100 calls to the business on 08/17/2022. I have other documentation showing attempted contact over several months leading up to 08/2022. Additionally, I was not presented with steps to locate the money order that has been claimed to be missing. Rather, I initiated the investigation on my own time using my own resources. I have produced two (2) forms of receipt showing that I purchased said money order. I have attempted to work with the company to provide proof that I dropped the payment off at their designated location on 02/10/2021 via their own security system but was denied access to the footage as well as any assistance from them in viewing the footage themselves to confirm if my payment was in fact dropped off as stated. Please see the attachments regarding that interaction. The existence of a security camera at the location of the designated rent drop box was confirmed during our meeting on 08/15/2022. Furthermore, I've attempted to contact their legal counsel without any response. I was forced to pay the $794, along with a $50 late fee, on 08/19/2022 after being threatened with a lawsuit and eviction. This payment was not an admission of fault, rather a payment I was forced to make in order to retain housing and not be homeless. I attempted to obtain legal assistance to defend myself but, as I am financially impoverished, was unable to secure my own legal counsel. I currently have a money order research request pending investigation with ************** this information was relayed Regency Park in hopes that their stature as a full-fledged business could aid in having my research request escalated and resolved, yet Regency Park refused to assist in tracking the money they are claiming they have not received. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 08/29/2022

  Hello,

  At this point we have done all that we can to assist ***************** and his case been turned over to legal counsel.

  Thank you,

  Regency Park

• Initial Complaint

  Date:08/17/2022

  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 moved into an apartment complex owned by ***************************** on February 25th of 2022. From the beginning everything was wrong. I was not in the updated floor plan that I was promised by one of the leasing staff. I was later told by property manager, *************************** that he has had complaints about this employee many times, however ***** is impossible to deal with. After moving in, my apartment was not cleaned, there were and still is roaches everywhere and it has essentially required me to move out. I havent actually stayed in my apartment now for over 2 months. At the time of move in it was so bad that ***** said I could move out without penalty, but I had just spent my money on moving fees and at the time had no where to go. I finally found a place and now ***** wont respond. I have emails from the first time as well as this time where he simply not responding to any questions. When I met with him the first time he told me it was my fault because I wasnt smart enough to get it in writing so this time around I tried to have a dialogue with him through email. He simply ignores my requests and asks when can I come in. Finally I gave in and told him when I could come in. He wont respond. *** called the leasing off at ************************ in ****************** and it says the mailbox is not set up. I dont know what to do. The foundation in my apartment is also messed up to the point where the floor of my apartment is literally on an incline. Nothing about this situation is right. All I want to do is move out and be done with this. Im not seeking a refund or anything, I literally just want to cancel my lease so I dont have to continue paying almost $2000 for a place I cant even live in. Please let me know what I can do. As I said, I get limited response from them if any at all and I cant even call. Im afraid if I go in person theyll just deny any conversation. Please help me. I cannot afford both places. Again, its ************************ specifically.

  Business Response

  Date: 08/31/2022

  Hello,

  
  ****** moved into the unit on February 25th, 2022. When the issues of ******* unit were brought to the property manager's attention, he believes he did everything he could to rectify them. This included a complete inspection of ******* unit at that time. On the inspection day, the property manager scheduled pest control to come for special treatment of the unit. Cleaners were also scheduled to come and clean the unit that same week. The property manager also offered to waive the transfer fee for a renovated unit, if he agreed to the price difference compared to a classic. ****** declined the property manager's offer to transfer to a fully renovated unit, so we explained to him that renovations for his unit would be starting in a few months. The property manager did also offer ****** the opportunity to move out of the unit without penalty, but he declined this offer as well because at the time market rates for similar units were not in his price range.  
  
  ****** visited the leasing office on 8/31/2022 in person with the property manager and they agreed that he will move out on September 15th and he will pay 2 full months rent for breaking his lease. 

  Thank you,

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I have accepted. 
  However, I was told in person I had until the 9th to move out. Obviously the 15th gives me more time so I accept paying 2 months rent and moving out before the 15th. The property manager did not do everything he could though. He would only respond to every 5th or 6th message I sent and it prolonged this until I had no options. I worked in this industry at one point and he is one of the hardest people Ive every dealt with. He has zero compassion and accepted no responsibility for the mistakes of his leasing agents. I am accepting this because I am tired and stressed. However, I shouldnt owe them anything for them forcing me into an unclean ***** infested apartment.  It is not ethical that apartment be able to financially bully you knowing that you have no where else to go and not accept your calls. It was also very unethical to wait until I had come in. Knowing I had no choice but to come in at the end of the month in fear of being locked into another month of rent. I do not know how the BBB works exactly but this business is one that has literally made me sick at my stomach for 6 months. Thank you for your help at the BBB.
  
  

  Best,

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

  Customer Answer

  Date: 10/07/2022

  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 filed a complaint a little while back about this business. The apartment unit they gave me was not the correct one and I was in a unit that was ***** infested and not updated. Eventually, I gave up because it is so hard to get in touch with them and went through the process of breaking my lease. That is what I am currently requesting help on. I went through the process of breaking my lease and they charged me the incorrect amount. So I had to speak to them to change the amount because their website only allows you to pay the exact amount they post. I was unable to make a partial payment for the correct amount. By the time they changed the amount they had charged me late fees. Then they changed the amount back to reflect a higher amount again. I had to call them and sort it out. They swore they were correct until they finally admitted they made a mistake and they changed it back again. However, they still did not remove the late fees. I have now been waiting for a while for them to remove the late fees and have emailed them several times. They refuse to respond or answer my calls. I am putting in a request with you all so that It is clear that I am trying to pay my final bill but am not able to. I will eventually lose my online access to pay through card and I believe they are stalling because they know I want to pay with my credit card. After I lose online access, I would have to pay with a money order and I would be financially unable to do that. I would like to put it on record that I am actively reaching out and am attaching screenshots of emails. Please help me resolve this.

  I need a response. I wish I could take them to court but I am too scared of retaliation.
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 10/10/2022

  Hello,

  On Friday, 10/7/2022, the Regional Manager spoke with ************** and came to a resolution. We have removed the last fees that he was charged and reduced his lease termination fee in half. His balance remaining is $1331.07 which he agreed to pay with money order in the leasing office. ************** was very pleased with the resolution.
  
  Thank you,

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

• Initial Complaint

  Date:08/09/2022

  Type:Order 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 have been a tenant of **************** apartment ****, apt ************************************** for a year. I have received the apartment in a bad condition, cracks in the wall, stains on the carpet, a dirty bathroom , a clogged sink. I have documented and informed the management of this. When I moved out, though I left the apartment in a spotless condition, I am charged 370 $ in painting, ozone machine and cleaning. I didn't have any pets or children who can ruin the painting or leave any odours. I have never even hanged anything on the wall, so the apartment is in perfect condition, which is documented by move out photos. I have also paid a non refundable deposit of 200$ before moving in. It doesn't make any sense to me to pay almost 400$ for normal wear and tear, if there is any in the first place. The management has both move in and move out photos. Thank you.

  Business Response

  Date: 08/17/2022

  Hello,

  The resident was charged a total of $85.04 for final rent/utility/internet charges, $55 for a partial clean, $70 for contracting an ozone machine, and $160 for paint charges due for the trim that was damaged during the course of your stay. We're willing to remove the paint charge because it looks like we took care of it in-house prior to the resident move-in.  Also, a nonrefundable fee was paid at move in. As explained, this option gives prospects the option to pay a smaller fee as opposed to the refundable deposit to lower the cost of fees due at move in and does not go towards final charges or possible damages after moveout. We also do not have move-in photos. We only take photos at move-out to document damages. We do apologize their ******************* was less than satisfactory.
  

  Thank you,

  Customer Answer

  Date: 08/18/2022

  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. We have sent move-in photos to the manager when we first moved in a year ago. Although I think the ozone charges still fall under normal wear and tear,  especially that there were no pets in the apartment and it is unfair for me to pay it, I accept the response and I would like to see the painting charges removed from the apartment's account. Thank you.
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/09/2022

  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 trash compactor in the parking garage is broken and has been for about 2 weeks now. Over the past week it has gotten significantly worse. The trash compactor turns on about every 20 or 30 minutes and physically rattles the apartment, making sleep impossible and violating local noise ordinances. On Sunday 8/7/22 I called their emergency maintenance line at 11:35p to request someone to at least turn it off until the morning. There was no answer, but I was told on their recording I would get a call back within 15 minutes. I never did. I went on to have to call a total of NINE times before I finally got someone to answer, and was told that there wasn't anything they could do but they would bring me a "white noise machine" to help the next day. The white noise does not come even remotely close to blocking out physical rattling of a building. I then went down to the physical office and spoke with the area manager *************************** who said she would have it fixed that day. When I called down to follow up at 11:34a 8/8/22 I was told the issue was fixed. That wasn't true as it continued to rattle the building the entire rest of the day and night. I then emailed *********************, *************************, *********************************************************** My response back included that their maintenance team looked at it and "they completed a few things and every time they followed up, it was not running" when I emailed back stating this was an urgent matter and needs to be fixed, they stated that they would contact the "service provider to schedule a time to address the problem". Birge & Held Asset Management, LLC has abysmally failed at managing this property as you can see by their 1.7 star review on ******* My desired resolution is for this trash compactor to run during normal hours and not disturb the noise ordinance hours between 11p and 7a .

  Business Response

  Date: 08/10/2022

  Hello,

  The Area Manager spoke to this corporate unit resident on Monday morning, and the corporate unit resident stated to the Area Manager that the issue started over this past weekend. The resident stated that she tried calling the emergency line several times over the weekend and no one called her back. the Area Manager looked into it and it turns out that the corporate unit resident was not calling our office which is the reason why our maintenance team never received the call. Maintenance went over and addressed on Monday and inspected several times and it was never running. The Area Manager received an email Tuesday morning from the corporate housing office about the same issue, so she immediately called ********** who maintains and cares for the equipment. There was a technician out within the hour to inspect/resolve.
  
  Additionally, to the Area Manager's knowledge, they did not offer a white noise machine since they promptly addressed the issue.

   

  Thank you!

  Customer Answer

  Date: 09/06/2022

  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.]

  Birge & **** did not fix the issues that I have complained about and the trash compactor is worse than it is now. I would like to refile my complaint please. Also, are there any other persons or tools I can utilize to make my complaints heard by Birge & Held? 

   

  Thank you for your help, 

   

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

  
  
  

  
  

  Business Response

  Date: 09/14/2022

  Hello,

  We have promptly addressed these complaints and have had our trash provider come out to inspect the compactor each time the complaint was received. We were informed by the provider that items placed in the trash chute, during the evening hours, were getting stuck and triggering the compactor to run at constant intervals. They also replaced the sensor on the compactor to help ensure it was not going off unnecessarily. Our maintenance team clears and runs the compactors each morning when they arrive to work. We have completed everything that we can to prevent this from happening. It is difficult to prevent since the cause generally happens during the evening hours when our staff is not onsite. We will continue to monitor and follow up to help ensure that the inconvenience of the resident is limited as much as possible.

  Thank you,

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:

  This is more information than Ive gotten from anyone. Thank you for keeping businesses accountable! 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:08/07/2022

  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.

  To Whom it May ********* reside at your The ******************* community. The main entrance door handle to the building entrance where my apartment is located is coming off. The entire handle enclosure is coming off the door. This is posing a serious risk in an abundance of ways. Maintenance came over once, put in too short screws and the the door handled popped off again. I am concerned about my safety and the safety of others. The metal is extremely sharp and there are wasps that are inside the whole that is exposed on the door. It is hard to enter the building to my apartment home and I have almost cut myself several times. My daughter and granddaughter came to visit yesterday and could barely enter my building and almost was cut on the sharp exposed metal as well. The leasing office keep saying how massively understaffed they are and maintenance is working on apartment units with no air conditioning as they are emergencies. I strongly feel that the inability to access my home and potentially getting cut by sharp metal is an emergency. This situation is a little over a week old now and ownership at Birge and Held should be embarrassed at the condition of this property, limited resources, and lack of follow through. This door needs to be fixed expeditiously before someone gets hurt. I am sure if the owners knew this they would want this fixed immediately and reduce the liability of residents and guests becoming injured. I am requesting contact from Birge and Held not the property as their resources are limited.

  Business Response

  Date: 08/17/2022

  Hello!

  Thank you for bringing this to our attention. While safety of our residents and others continues to remain a top priority during our staffing shortage; we are pleased report the repair has been made.

  Thank you,

  The *******************