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:06/11/2025

  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.

  On January 11th, I had placed a maintenance request for 3 dead outlets in my apartment. They fixed 2 out of 3 and said they would have to come back to fix the 3rd. After no response, or follow up, I finally placed a request for this outlet to be fixed 2 weeks ago, May 27th. As of today, June 11th, the outlet was finally changed but then caused similar outages. I have received bare minimum communication throughout this entire process and have not heard from anyone since they did whatever work in my apartment despite my attempts to reach out. My last maintenance request was canceled for some reason.On January 14th, I placed a maintenance request because water was leaking out of my light fixture. Sometimes it was in a full stream. I was told my upstairs neighbor was spilling water. I insisted it was a lot of water, they said "she's old." I let it go until my light fixture made a pop sound. I placed a new request May 21st and they still guessed it was the old lady's problem. They came by anyway and ended up finding and allegedly fixing the leak. They left my bathroom with the light fixture uninstalled and laying on my living room couch. They also spray painted my medicine cabinet to cover up some rust caused by the leak and did not at all ventilate my apartment. They actually closed the bathroom door and opened no windows. There's also visible flood damage on the bathroom walls and around the light fixtures.

  Business Response

  Date: 07/11/2025

  The issue was resolved. The first maintenance tech that went into the apartment was not able to complete the work as the issue needed to have an outlet replaced. The maintenance supervisor went into the apartment and was able to complete the rewiring and replacement. 

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********** *****

• Initial Complaint

  Date:03/27/2025

  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.

  I have rented from birgo at **************** apartments since June 2024. Throughout our stay, we have dealt with our apartment reeking of cigarettes because of multiple neighbors smoking inside, despite it being a smoke free building. All of our complaints and concerns about this went ignored and unaddressed by management. For months, we dealt with late night construction noises from the people below us (hammering, power tools, sanding inside an apartment building!!), along with being subjected to an unknown chemical smell from the same people. This concern was never resolved, as we were told they would inspect their apartment and conduct some kind of air test to figure out what we were being exposed to, but we never received an update. We went without hot water for 4 days, and received no correspondence from maintenance or management until I reached out. We are meant to have emergency maintenance especially considering the legal requirement to provide hot water. Our lease is set to end on may 26th, however, we are moving at the end of April since we secured a new apartment and no longer want to be subjected to the conditions and issues at birgo. When i submitted my request, i asked if we would have to pay May. I received no response until I had to follow up again and stated we won't be paying May. Finally, a member of management we've never spoken to responded and told us we have to pay one month rent to break our lease, on top of them keeping the security deposit, or pay $975 in prorated rent for May. They will use the excuse that the lease says we would have to pay rent for the 60 day period. However, they have failed to enforce their end of the contract our entire stay there. Why would anyone choose to stay in a apartment where they were subjected to unknown chemicals unless they had no choice? I offered for them to keep our security deposit with no fee or prorated rent, but they will not accept the compromise. I think we have enough reason to move early.

  Business Response

  Date: 07/16/2025

  Upon investigation with the lack of communication we did provide this resident with their full refund of the security deposit. We provided this resident with a full refund of their security deposit. Security Deposit Clearing Account - ******** J. ******, ***** M. ********, Oakridge Estates - Unit 84-6: Move Out Refund ********* Payment (Reference #F55C-D0B0) Security Deposit Refund *********. That property manager at the time is no longer a Birgo employee and we a new manager in place. 

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in a Birgo apartment facility for 4 years now. I've continuously complained about my ceiling in the living room which has leaked the entire time I have lived here. I've asked for mold tests which were refused. At this point you can no longer argue that mold is not an issue as you can see it growing directly on the walls. Additionally their response time to my inquiries when it comes to my lease is non existent. I have been calling and emailing daily for over a week and a half with no response. I've tried alternative phone numbers (outside of those for the complex that I live in) and those individuals are only willing to direct me back to the same contacts that have not been responding. I'm told there is no escalation process to get around that. I wouldn't have filed a complaint if someone there would just pick up the phone and call me back to discuss next steps. In the end though they do not seem concerned that there has been a leak in the ceiling that is resulting in mold in my apartment resulting in health issues for myself and my guests. Also the lease questions should be easily resolved if they would just communicate - which they do not.

  Business Response

  Date: 01/02/2025

  There was a roof leak that was initially patched, resolving the issue at the time. However, after some time, the leak reappeared, and mold began to grow again. The tenant submitted a new work order regarding the mold on the ceiling. A technician thoroughly cleaned the affected area with mold spray to remove all traces of mold, then applied a coat of KILZ to seal the surface and prevent further growth. Ive uploaded screenshots of the work order along with text conversations with the resident for reference.
  

• Initial Complaint

  Date:11/01/2024

  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.

  Multiple breaches of contract. Entered my apartment twice without notice. The first time was due to an email error second time the property manager ******** agreed to the illegal entry. After A police blotter was reported. When I put in my most recent work order on October 13, 2024, I notified that I had a medical condition that dealt with breathing issues to where I needed consistent temperature and dehumidified air. I put that in the original work order request so they cannot say that they were not aware. If they required more documentation, that was the point to request it. Air conditioning put in the lease as landlord responsibility. Also heating is in **** law. It took over four days to get two space heaters for when it got cold. At that point my apartment one night went to 45F. My apartment has been over 80 on three separate occasions. But they still have not even attempted to fix the heat Or the air. While they have 30 days by Ohio law to fix it, I did notify that I have a breathing condition that cannot afford that, but also they did not provide any compensation like a hotel room or rent deduction. The property manager admitted they have not even ordered the part. As of October 30th 2024. They have also allowed someone who has assaulted at least three of my neighbors to remain on the property. One instance he was convicted due to plea. The second the wife drop the charges. The third which was completely preventable by the landlord. Who was very well aware that they were staying on the property even though they were banned by the courts. Assaulted a neighbor, which is now going through the courts. I have experienced so much emotional distress staying at this apartment in the landlords complete negligence. Ive had to request days off sick due to conditions that are uninhabitable. After I made them aware that I have a disability that deals with breathing issues. I have work orders and text messages to confirm , I Will reach out to legal aid of Cincinnati

  Customer Answer

  Date: 11/06/2024

  ******** ******** <************************************>
  Tue, Nov 5, 3:02 PM (16 hours ago)
  to me
  
  Please list this as resolved. *******, our assistant property manager once I reached out to her. She has. been lovely and very honest. So I would like to resolve the complaint as now I have an open line communication to get this resolved.

• Initial Complaint

  Date:09/19/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began looking for an apartment at ***************** on Aug 7, 2024. This apt is for my brother who lives out of state. I met a leasing agent named ***** who showed me A 2 bedroom apt on 2nd floor. I was interested I that apartment but ***** told me that she would have a more suitable apartment on 1st floor. I took her advice and waited. I reached out to her on Aug 15, as I did not hear back about a 1st Fl apt. After many texts I heard from ***** about a 1 bedroom AND a 2 bedroom, both on the 1st floor. We saw the 2 br and decided to take it. ***** did say that it is still occupied but resident has passed and family must clean out the apt. In the meantime, I was taking the necessary steps to move my brothers belongings, forwarding mail, etc.I received no information on when the apartment will be vacant although I reached out to *****, her manager **** ******, and finally to Garys supervisor ******* ******. I sent emails to all parties and left numerous voicemails as well. I have yet to hear from anyone in management. The leasing agent keeps putting me off by telling me that she has not heard from her supervisors either. It is now sept 19, and we made arrangements to move Toms belongings to this 2 br apartment. This has been done because of false promises that were made by the leasing agent.I think that company personnel should monitor their response time to potential clients. I also think that a company such as this one would put an emphasis in customer service. I was unhappy with the confusing answers I received from the agent and callas her boss. I got no answer from him. I then called his boss, and received no phone call from her!I am reaching out to BBB in frustration. I am hoping that someone can contact this company and have them respond to my complaint.Thank you. I do have emails that were sent to **** ****** and ******* ****** however, I do not know how to send them to you. Please give me a email address that I could forward

  Business Response

  Date: 01/03/2025

  We do not have any guest cards created for **** ****** in our system so unfortunately I am not able to pull records to show any sort of correspondence. We do have a ****** ***** in our system whom I assume is her brother she refers to. I have provided a brief recap of what happened along with screen grabs of the text message exchanged. For this instance the leasing agent did not record phone conversations had with the now resident. 
  
  This situation seems to reflect the saying "no good deed goes unpunished." An unexpected move out happened due to circumstances out of our control, which a neighbor informed us of someone interested in this now vacant apartment. We spoke with the previous residents' children, who agreed that the neighbor could view the apartment, and once the keys were returned, we would prepare the unit for the new resident. The neighbor, however, felt that since the unit was empty, it should be turned over immediately, which we were unable to do at the time due to legal issues that needed to be completed. We then reached out to the children of the previous resident, and they were able to move the remaining belongings out earlier than planned. Since the unit was in good condition, we were able to lease it to the interested gentleman (****** ******). By the first week of October, he had moved in. 
  

  ******* *****
  Director of ****************** & Revenue

  Customer Answer

  Date: 01/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at an apartment for nearly a decade. Eventually Birgo bought this and several other buildings in the area. Ever since then, they have raised the rent by substantial amounts (from 575 to 800 personally) while providing almost no maintenance to the areas and what little they do they cheap out on and do sloppy and dangerously unfinished work. They seldom communicate with proper warning that they are coming for an inspection, break agreements between management and tenants. The front door was hastily replaced and does not latch closed at all. the ac for most units including mine does not work and they have no desire to replace. All concerns are ignored and usually you talk to a voice message machine but never get called back. This company gets away with taking dangerous shortcuts with other buildings too and I suspect a fire that resulted in a death of a resident one building from me as a result of such. I had 2 fire alarms go off in my first 8 years living here. Since birgo has taken over (Less than two years.) I have had 6 or 7 and fear that soon another building will burn.

  Business Response

  Date: 06/11/2024

  We will be reaching out to this resident directly. We have had some recent employee turnover at this community and understand that their may have been some gaps with maintenance issues and communication. It is disheartening to hear about their experience with the recent changes since Birgo acquired the property. Ensuring the safety and satisfaction of our residents is our top priority. We're actively working to address these issues and improve our services. I did run a service order report for this unit and I only show 1 service order for the ac being entered on June 5th. Attached is a screen shot of the "All" service request for *********** ********* 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented apt, got apt July 31 for August 1, 2023. Apt stunk, contacted Cedarwood Apt Manager Erica L**** said air out, did that, baking soda and activated charcoal, large rotating fans, air cleaner, had apt cleaned even entire month of August. Sept insisted on maintenance come smell it, Padro did, said carpet stunk, would replace, I said NO VOCS not cool I'm multiple chemical sensitivity on disability, I will bring my own. They removed late Sept early Oct, floor disgusting when I checked it, smell better not gone. Went 2 days later to measure for my own carpet, floor soaked in multiple places. Called Erica L**** fiddled around said it was prob from carpet cleaning. I reminded her it was dry when I saw it and it had rained SSE and no carpet. Some stupid remark made about wet wood water surfacing....Kept checking it, wet, dry, called maintenance man who was checking it while on phone, was told wet. 4 hours later in L***** office she informed me he said dry and closing my maintenance request. I said OH wait a minute you're not sticking me here with unsafe floor? She said closed case. I called Lockport Housing Authority and Lockport Building inspector, both examined said uninhabitable, violations. Sent certified mail repeatedly ignored. I paid good faith rent, finally rent abated by housing. Lockport Building Inspector had court they failed to show I was told. Deal was via Kristen new manager, I turn keys in for security and REFUND of rent. I was only sent security. They owe me rent for an unlivable apartment. $2,010.00 never paid was agreed verbal and text message. I want my money. I have not filed court yet as wish to settle and be done with this, they are rude, unresponsible business people who are not even in NYS. Should not be allowed to practice any rentals here. Unacceptable to screw a disabled person. Although they fixed some roof Dec 28, on Dec 31st still leaking as I checked before key return. They moved someone else into the slum apt.

  Business Response

  Date: 03/27/2024

  ********* ******* viewed the apartment before she moved in.  She absolutely loved it.  When it was time for her to move in she said that we painted the apartment and that it smelled like chemicals.  We did nothing to the apartment as it was ready for move in when she viewed it.  She rented a carpet cleaner and cleaned the carpet thinking that was where the smell was coming from.  When that did get rid of the "smell" she requested that we remove the carpet.  She didn't want it to be replaced since she was sensitive to chemical smells.  When the carpet was removed there was a wet spot on the floor this was from her cleaning the carpet.  The spot had dried but she already called the Lockport Housing Authority.  They did send some violations and we corrected them.  There was never a court date where we didn't show up. 

  
  Dom and Shane (Maintenance Supervisor and Maintenance Technician) were both in the apartment and there was no odor that they could smell.  
  We had felt we had exhausted our options to please her with her apartment. 
  We let her out of her lease and gave her back her full security deposit in an effort to resolve this matter.
  Regardless of our actions, Christine is responsible for the month of rent before she was let out of her lease.  

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* *******

  In reply to the Birgo response, I did view the apt before signing the lease.  As said before, it was workable, I never said I loved it as love is reserved for people not objects. 
   I never moved in due to problem with the odor of the rooms.  There was and maybe still is a chemical odor as well along with wet floors as there were still problems as of Dec 31, 2023 when I returned the key.  I never rented a carpet cleaner, a friend brought one and cleaned stinky carpet in August, and I hired a cleaning lady who cleaned the apt and said it was the dirtiest she'd ever seen but was supposed to be move in ready?  She cleaned the living room for hours with pail after pail of black water.  I do have letter from her stating this. 
  Returning to the carpet, cleaning NEVER removed the odor that's why Padro had the carpet removed. He also said it stunk and was old.   Upon removing the carpet the floor was DRY on October 5th.  On Oct 7, I returned to the apt to discover the floor was NOT wet in 1 spot but 4-5.  I have pictures.  Floor was disgusting and creaked.  In fact one message to Erika L*** I stated "The wood floor is all wet in the apt....that's why the carpet stunk, it appears to be leaking from the walls". Since I had to go to my dr with breathing issues from apt (I have documentation) there was an issue with something chemical or mold in apt to cause a reaction. After the carpet was removed there was no smell in bedroom but still present in apt.  I was told the wetness was from the AUGUST cleaning, tho carpet removed and it was now October, maintenance request was closed via phone by Erika with Shane present in her office.  Funny how a bare floor wets itself from a carpet no longer present.  Erika seemed to feel it seeped up from deep wood which an impossible gravity feat.  Shane had talked to me when he viewed the wet floor saying it's still wet just a couple hours before the phone call and he had to talk to them about checking roof.   Each SSE and ESE rain brought more wetness to the floor.  
  And yes, I did call housing and the building inspector because it appeared there was not going to be any resolution going forward and a disabled woman should not be expected to live with a wet floor and more complications from it, nor should she put antique furniture on it to be ruined. My thought was WOW what if it crashes thru the floor? What if I plug in something and it starts a fire. As far as exhausted options to please, a real conversation and real evaluation of the situation with a fix would have been nice but instead I was blown off.  The apt was deemed uninhabitable by Lockport Housing and Building Inspector who took notes and photographs, I do have ALL reports, and pictures.  
  Also noted many mailings never reached Birgo nor did certified mailings regarding this situation.  Court was March 7, 2024 with the City of Lockport Building Inspector Dan W******* to which Birgo never showed up, which can be confirmed by calling his office at ************ or the court itself. Your new court date is May 2, 2024. 
  To this date, the Nov 13, 2023 maintenance request was JUST assigned on March 26, 2024.
  Moving on I sent my letter to Birgo snail mail and certified, also to Lisa @ birgo text and Erika L*** as well as emailed it.  In talking with Kristen on the phone, I said "I will get my full refund" She had stated yes.  My refund was the good faith rent, plus security that I paid on an uninhabitable apt to which the a serious communication failure, occured and repairs not effected.  Who would seriously try to live in an apt leaking for months? I had hoped for a fix but it never happened. 

• Initial Complaint

  Date:12/18/2023

  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 here to file a complaint against my landlord birgo reality first off I’ve been with birgo for over a year and things haven’t been good the manament team is awful they never return emails text or calls but this incident that has pushed me to this was November 21-24 of 2023 when we moved in to this place the stove that was here was broken it took them 5 months to replace the broken stove well fast forward to nov 21 the stove they replaced it with was wired wrong and short circuited and blow power in our apt flipping our breaker inside wouldn’t fix it. Well after putting in a ticket though maintenance we heard no response from them I tried reaching out to maintenance the property manager and his boss dozens of times if not more though emails texts and phones to no avail no one ever reached out to me no one came to fix it either my family was left in the dark and cold for 4 days while being ignored by management and maintenance. Even with me reaching out every day. Not only did we go without power and heat for them days we lost everything in our fridge and freezer including the food we bought to cook for thanksgiving over 500$ worth of food if not more in total lost due to Birgos negligence. After 4 days of being in the dark they finally got someone here to fix it simply unplugged the stove rewired it and flipped the main breaker outside they promised to make things right that day but after that day went right back to being in the dark no one is returning emails text or phone calls again

  Business Response

  Date: 01/12/2024

  We are sincerely sorry that this repair took longer than anticipated and that you had trouble reaching our team.  We certainly understand your frustration and will work hard to remedy those issues. It looks like you entered a work order at 8:30 PM on 11/21.  In an attempt to resolve this issue, we sent a maintneance tech out the next day.  At that time, the maintenance tech was unable to fully resolve the issue and it was dtermined that an electrical vendor was needed.  Unfortunately, due to the Thanksgiving holiday, we experienced a delay in getting a vendor to your unit.  However, the vendor was out on the 25th and your issue has now been fully resolved.

  We understand that this issue caused you to lose food and we have attenpted to contact you to offer you a rent credit to help replace the food items that you lost.  I understnd that the property manager has been in contact with you regarding this resolution.  Please feel free to contact us directly at 724.367.6482 to ensure everything has been fully resolved.

  Thank you, 

  Birgo Realty

• Initial Complaint

  Date:12/05/2023

  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.

  Moved into a "renovated" apartment of theirs *** ****** **** ********* ** ***** *** ** June 1st 2023. No fridge (appliances were included). Emergency delivery of a used fridge, damaging the unit (floor, cabinets, wall). Stove didn't work, took literal weeks for a working stove. Now there is no heat which I've been paying for since June (included in rent). MULTIPLE attempts to contact maintenance about these issues. Absolutely no one to talk to on the phone. Property manager has an issue w doing her job, and won't help or respond (Sue). Can I get the heat I've been paying for, in winter in buffalo?!

  Business Response

  Date: 04/08/2024

  I have reviewed **** ******************* account regarding the issue she reported, stating that she had no heat in December. We take no-heat calls during the winter months very seriously.
  
  Based on the work orders that were submitted and completed, here is a timeline of events:
  
  Maintenance Request submitted on 12/4 at 3:00 pm.
  The request was closed as the furnace was working on 12/8 at 11:30 am.
  After speaking with the Property Manager, **** ***************** was provided with a space heater until the furnace was fixed, ensuring her apartment had working heat.
  
  Regarding the stove not working, the work order was submitted on 6/5 and completed on 6/13. There was no issue with the stove other than it needing to be plugged in.
  
  All other work orders have been resolved and completed.
  
  Please let me know if there is anything else you need.
  
  Thank you,
  
  
  Erika L***
  

  
  

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint, not only was the heat NOT fixed when it was cold winter in buffalo, the response is a LIE. I was NaoT given any space heater, and space heaters are in violation of the lease (see screenshot of lease).  The furnace was gixed once, not to produce heat, but to continually run woth no heat, costing me double in electricity as the thermostat constantly trying to get up to temp w no heat. This response by the business is an unorganized, blatantly lying, breach of the lease. For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* *****************

  Business Response

  Date: 05/09/2024

  We have tried to reach ********* several times over the last few days. We are awaiting a response from her.  The Regional Manager in Buffalo would like to discuss her concerns with her and ask what resolution she is looking for. Our system shows no open work orders, and we are unclear on what she is looking for. I was not at Birgo Realty at the time of her concerns, but am committed to resolving it with her.
  
  Thank you
  
  Gail M** 
  

  
  

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There are "no open work orders" conveniently for you, because every time i made one, for the unsecure door, damage done yo kitchen by maitenence team, bathroom issues, and or heat not working, they are closed out and sometimes without being resolved, only after months of being disregarded. The line about "supplying me with a space heater" is an outright lie, and would've breached the lease, as space heaters are not allowed. There was only hustle to put the simple $20 door plate around the lock AFTER I had contacted the BBB. After waiting from June 1st, 2023, to March in 2024. I would like a portion of my rent back, for unsafe living conditions, and for many many times that I was told to vacate my apartment ("for several hours" each time, sometimes with lawful notice, sometimes without) for orkin pest control coming out to exterminate. And not given anywhere else to go. This, plus the not working heat, damage by Birgo's own maintenence team, and literally no working appliances upon move in (fridge absent, stove didn't work, and replacement stove sat in my living room for weeks, and lastly the heat not working for a week. I reached out to get written permission to fix these issues as per lease, with no responses). I would like all parties be upheld to the lease and the law, as I have done so by paying rent on time, and adhering to all stipulations in the lease since June 1st, 2023, including having renter's insurance, occupancy limits on guests and (no other) animals, upkeep, etc. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* *****************

  Business Response

  Date: 05/29/2024

   I feel that we have resolved *********** concerns. She currently has no open work orders, and her previous requests were completed and documented.  Our software time-stamps all requests, along with a picture of the completed work. Additionally, we tried reaching out directly to her numerous times (5/6 - 2 calls, unable to leave message and 1 text. 5/14 - 1 call, 1 text and 1 email). to discuss her concerns in person, but she has not responded.
  
  
  Gail M** 
  

  Birgo

• 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.

  I applied for an apartment that stated there was a move in special with first month free on august 2nd and the company isn’t trying to honor the ad stating the special ended at the end of spring but the ad was listed at the end of July

  Business Response

  Date: 08/14/2023

  ** ********* 
  
  

  Thank you for reaching out to us, and we sincerely appreciate your feedback. We deeply regret any confusion that may have arisen due to an outdated advertisement. We understand the frustration this might have caused and want to assure you that your concerns are of utmost importance to us.
  
  Please know that our team was in direct communication with you before your move-in, and we made efforts to address the situation. We offered a couple of options to rectify the situation: a full refund of the application fee and deposit if you chose not to proceed with the move-in, as well as a monetary discount to accompany your move-in process. We have documentation confirming your agreement to the latter option, which facilitated your transition into the unit.
  
  Considering you have now successfully moved in and completed the lease agreement, we regretfully find ourselves unable to extend further discounts or incentives. However, we genuinely value your decision to remain with us and hope to exceed your expectations with the service you rightly deserve. Our commitment to your satisfaction remains unwavering.
  
  It's important to us that our advertising is accurate and transparent. Rest assured, we have taken immediate action to update the misleading advertisement so that it no longer references the move-in offer. Your feedback serves as a valuable reminder for us to continually enhance our communication and services.
  
  Please don't hesitate to reach out if you require any assistance or have additional questions. We are here to support you and want to ensure your experience with us is nothing short of excellent. Once again, we extend our sincerest apologies for any inconvenience caused by the outdated ad, and we thank you for choosing to be part of our community.

  - Birgo Realty Management Team