Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  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.

  If you're considering renting from Burke Homes, particularly at Eagle Ridge, I strongly urge you to reconsider. While the units appear new and well-kept on the surface, the reality of living here is far from it.
  The management operates with a controlling and aggressive attitude, often treating tenants with a complete lack of respect or consideration. The owner, Tom, is especially difficult to deal with—rude, intrusive, and unprofessional. During my lease, he entered my property and garage without permission and harassed my son in an extremely inappropriate and threatening manner. On our moving day, he even stated he would cut up my 4-year-old’s swing set with a chainsaw if it wasn’t removed immediately—despite knowing a company had already been scheduled to pick it up that same afternoon. The incident left my child in tears for hours.
  Maintenance and construction quality are also serious issues. In just a few months of living there, we dealt with falling doors, broken cabinets, repeated loss of hot water, and a gas leak in the unit above us that management ignored—even after multiple reports. I had to contact the gas company myself to get the issue resolved. My family experienced fatigue and nausea for weeks, which we believe was linked to that unresolved gas issue.
  Comfort was another major concern. The furnace is located outside the unit, allowing cold air to seep in constantly during the winter. We had to run the heat at 75°F just to maintain a livable temperature, and the floors were too cold to walk on barefoot.
  Lastly, don’t expect to get your security deposit back. They will find any reason to withhold it, no matter how unfounded. It feels less like renting from a property management company and more like living under a micromanaged system where tenant rights come last.
  There are many other housing options in Hamburg that offer better treatment, quality, and value. Spare yourself the hassle—avoid Eagle Ridge and Burke Homes at all costs.

  Business Response

  Date: 05/07/2025

  At Burke
  Homes, we take all tenant concerns seriously and aim to resolve them promptly,
  professionally, and respectfully. We are disheartened to hear of the complaints
  made by Mr. ****** *******, a former tenant of our apartment complex, Eagle
  Ridge Commons. We appreciate the opportunity to provide our response and
  clarify the situation.Mr.
  ******* left a large unstable wooden children’s play set in the middle of the
  parking lot for an extended period after moving out. He rented a garage and had
  this play set in pieces in it storing it, only upon his move out was it put
  together in the parking lot.  This swing set was a very large structure
  that blocked where tenants drive and other tenant garages and causing safety
  concerns for drivers within the complex (see attached photo). After the swing
  set had been sitting in the parking lot for 24 hours, we informed Mr. *******
  and his movers that if the swing set was not relocated, we would be required to
  move it ourselves, as it posed a safety hazard. After 48 more hours without
  action, our team used a fork truck and trailer to remove the swing set and
  transport it to our shop. This was done solely out of concern for the safety of
  other tenants and vehicles. Unfortunately, despite our efforts to coordinate
  the move directly with Mr. ******* and his movers, the issue remained
  unresolved by him. The playset was a violation of his lease agreement and due
  to its large size his movers were unable to move it therefore they abandoned it
  in the middle of our parking lot.Mr.
  ******* mentioned several maintenance issues during his tenancy, including
  broken cabinets and water-related concerns. Whenever issues were reported, our
  maintenance team responded promptly and addressed them. For instance, broken
  cabinet doors were repaired immediately after being reported.The
  repeated loss of water service was due to nearby municipal water main breaks,
  which were beyond our control. Whenever we were notified in advance by the
  town, we communicated proactively with all tenants. There were rare occasions
  when the water department did not notify us ahead of time.Regarding
  the gas leak, this was not an ongoing issue. It was addressed immediately by
  the gas company upon being reported and taken very seriously. The leak was not
  in his unit nor did it affect his unit. Mr.
  ******* also stated that his security deposit was withheld unfairly. This is
  inaccurate. We returned his deposit after making deductions for documented
  damages and unpaid charges. See the documents attached itemizing each item.
  These included:-
  Failure to transfer and pay his electric utility account, which we covered and
  later charged to his tenant portal (See attached ***** bill)- Carpet
  replacement in the guest bedroom due to pet-related stains (See attached photos
  and quote from ** ******* ***** LLC)  - Repair
  of a broken window screen (see attached photo and quote from B&L Wholesale)-
  Replacement of two missing door keys- Labor
  and equipment to remove the swing set left in the parking lotWe
  provided an itemized list of these charges along with receipts and
  documentation to Mr. ******* at the time of deposit return. Please see the
  certified receipt attached. At Burke Homes, we use third party subcontractors
  to assess damage and to uphold fairness in any security deposit deductions that
  need to be made.We would
  like to inform you we normally only allow 12 month leases but due to Mr.
  ******* being a previous tenant at other complexes we allowed him a 3 month
  lease while he was in the process of moving states. We also serviced his unit
  multiple times without charging him for tenant caused issues such as
  overflowing/clogging toilet on numerous occasions.We
  regret that Mr. ******* did not have a satisfactory experience during his time
  at Eagle Ridge Commons. However, we believe our staff acted respectfully,
  promptly, and in accordance with the terms of his lease. We remain committed to
  maintaining a transparent, professional, and responsive relationship with all
  residents.Thank
  you for the opportunity to respond to this matter.Sincerely,Eagle
  Ridge CommonsBurke
  Homes, LLC###-###-####

  Customer Answer

  Date: 05/14/2025

  Dear Better Business Bureau,Thank you for the opportunity to provide clarification.To resolve this matter, I am requesting that Burke Homes return the
  remaining $2,000 from my security deposit. This amount was
  improperly withheld based on mischaracterized events and unsupported charges,
  as outlined in my previous response. Specifically, the swing set removal fee
  was unjustified, maintenance failures went unaddressed during my tenancy, and
  serious health and safety concerns such as a gas leak were ignored until
  escalated by residents. The deductions appear to be retaliatory and not based
  on any legitimate lease violations or damages.I am seeking full reimbursement of the $2,000 to close this complaint.Sincerely,****** *******