ComplaintsforBrigs, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rent an apartment in the **********************************************. The intercom has not worked for the past 7 weeks. I have notified the landlord and the landlord's agent, both of whom have repeatedly contacted Brigs LLC, the property manager. But the problem has not been fixed!

  

  Business response

  06/25/2024

  The tenant is correct in that this has taken too long to resolve.  We are working with ******* to restore service to the intercom.  It was allegedly to be resolved yesterday. (June 24, 2024) We have already followed up today and are awaiting a response.  Our goal is to have this resolved for the entire building by the end of the week at the latest.   We are very sorry for the delay as we work with ******* to get this resolved.    We did have an electrician check the lines and it was determined to be a ******* service issue and not a wiring issue.  

  Customer response

  06/27/2024

  Better Business Bureau:
  

  I have checked the intercom and it is now working. It does reflect poorly on Brigs LLC that they took nearly two months to repair the intercom - but only a few days after the BBB complaint was filed.
  

  My complaint #******** may now be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The management company Brigs obtained money for interest and reserve from myself and other owners towards a loan that they were working to get for repairs to the building. On January 11th ****, we were informed that the loan was cancelled. Due to reasons such as finding asbestos on the roof which they said would have increased the cost of repairs so from my understanding, the bank cancelled the loan. I reached out to Brigs to refund my money seeing that the loan was cancelled. I would also like them to stop charging interest for a loan that does not exist. Brigs responded to me saying that the funds will not be given back to me. If this loan was cancelled, why would Brigs still be able to collect fees and not return the amount they have already collected?

  

  Business response

  01/18/2024

  Thank you for sending over *****'s concern.  This was discussed recently at an all owners meeting for the condominium association for which ***** lives.  There were several professional in attendance that presented the information.  This is a condominium association for which BRIGS is the Managing Agent and not the decision maker on returning funds as that would be a Board decision.  So to start the complaint should be against the association and not BRIGS.  

  For clarification there is a loan out for the property that needs to be paid back with interest to the bank.  The full amount of the loan was reduced after additional conditions were discovered during the initial work.  So ***** is correct in that the much larger loan was cancelled however incorrect in that there is no loan or funding.  The Assessment that was voted on and instituted by the Board of Trustees is to raise funds from ownership to complete necessary work to prevent further deterioration of the building.  The roof needs to be replaced and unfortunately the cost to do so increased dramatically when it was discovered the original roof contains asbestos.  That discovery does not mean the roof no longer needs to be replaced but that it will cost the owners more to have it completed.  The balconies need major workk and funds are aslo being raised for this needed work as well. 

  I understand how this can be concerning to all unit owners as the cost to maintain a building have increased dramatically over the past several years but unfortunately as an owner of a condominium and not a single family home the owner must contribute their share to the upkeep of the building. 

  In conclusion BRIGS is not the properly named party in this complaint.   The funds were legally assessed by the Board of Trustees and the proper complaint process for a condominium owner are outlined in MGL Chapter 183.

  Thank you for consideration of this response..  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brigs, LLC is the property management company for my condo unit. They contacted me in May of 2023 in regards to "water damage" to the **** room that my unit shares a basement wall with. Their only reason for contacting me was to notify of noise during the work of replacing their side of the wall and removing the ceiling. I was out of country at that time, but when I came back, I noticed an odd smell that I never smelled before. I thought it was possibly paint or some other material used in replacing the wall. My neighbor reached out to me and showed me the **** room and there were puddles on the floor. I notified Brigs, LLC numerous times about the water accumulation still happening, and sent them pictures. They were slow to address the issue and kept saying the plumber was unavailable and they were waiting for them to come out. When an issue like that is brought to their attention, and they knew there was mold, they should have sent out ServePro instead of cutting corners. I was never notified there was mold in that room either, they conveniently failed to mention that, putting my family's health at risk, and still are. The mold has now spread into my vents (I believe) and Brigs, LLC is ignoring my request for them to remediate the issue.

  

  Business response

  08/09/2023

  I am sorry that ****************** feels nothing has been done.  This is not the case.  Houghton Plumbing has been out on several occasions to review what is causing the issue.  In addition, 24 Restore was also onsite to evaluate for any potential mold issues.  The plumber informed us that there is not a leak in the pipe but, as shown in the pictures provided by ******************, the pipes are sweating, and condensation is dripping onto the floor.   They have stated that in the fall when the temperatures decrease outside, they can come in and provide a solution.  They feel that this is not a new problem and probably has occurred on hot days of summer as the cold water in the pipe enters the building.  We realize that it needs to be addressed but are waiting for the appropriate time to do the maintenance as recommended by the plumbing professional.  We also as mentioned did bring in a restoration company to evaluate for any environmental concerns this may be causing.  This information from what I have been told has been communicated to ****************** but I have also asked that the Property Managers supervisor reach out to her directly as well to follow up.  Thank you.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  BRIGS LLC and the Board of the ********** Condos have been sabotaging my quality of life the entire time Ive owned a home at High Rocks.Theres been a leak in the exterior roof of my condo unit, the responsibility of BRIGS, that has destroyed multiple areas of my home over 2+ years with no solution despite hundreds of attempts to get BRIGS to fix this. All correspondence has been documented via email over 2 years.Additionally, in late July 2023, BRIGS drove my tenants to not renew their lease after demanding their dog be removed from the premises with no just cause. BRIGS allowed the dog to be adopted and registered by my tenants, but due to pressure from other home owners sent a callous email to my tenants demanding the dog be removed. When I pushed back and challenged BRIGS, claiming they had no basis for this, they rescinded their demand and apologized, but my tenants will now be leaving immediately once their lease agreement is up. BRIGS shows no responsibility for any of this, and has not responded to my requests to make things right.

  

  Business response

  08/05/2023

  Dear **********************,

  I am sorry that you have experienced such issues in your time as an owner. I have reviewed the many emails regarding your concerns you express below and even have seen you make several appreciative comments of how things were handled.  I would like to address the dog issue first.  I can understand how this would have been upsetting to your tenants and yourself as landlord in that the dog was approved and then due to an honest error the approval was rescinded by an error on the site administrator's part.  She was not aware that only Owners are allowed dogs and tenants are not.  This was an honest error as it was the first time, she has had this request from a tenant, and she had processed the request for owners on several occasions.  It is easy to say that she should have known however as an Owner you should have known this as well.  Once the error was discovered we met with the Board and got a waiver for the dog to stay of which both you and your tenant acknowledged the approval.  I am sorry that this led to the tenant's decision to vacate at the end of their lease.  They are not breaking their lease but have chosen not to renew, so there are no damages.

  Regarding the leak there is also a string of emails showing that work was getting done in a timely manner to address this issue as well.  Unfortunately leaks can sometimes take several attempts to resolve and that was the case in this instance.  As this is a condominium association the Board is responsible for taking action when a leak occurs due to an exterior common area.  Unless the damage exceeds the master insurance deductible it is the Owners responsibility to make the interior repairs.  From the records it does appear that action was taken to resolve the issues in a timely manner.  Any compensation request due to this roof leak would need to be addressed to the Association and not BRIGS as the association is the responsible party.

  Customer response

  08/05/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered several windows in 2021 through Avatar Properties (who was bought by Brigs), window was "lost by ******************** (who was changed to Lansing Building supplies)". Bedroom window was installed Jun 2022 but wrong window type was ordered and installed. Window should have been similar to other windows in condo townhouse units. ******************** would not acknowledge the issue, would not take responsibility for ordering the incorrect window or be pro-active to correct the issue. ******************** emailed several times that he filed a mechanic lien. Brigs owner, ************ got involved in late Nov/early Dec 2022. I contact ******* BS to get correct window spec and forwarded correct window spec to ************. I paid half of remaining balance in good faith and was told window will be ordered in spring. Email on 4/5/23 stated window was ordered and would take 4-5 wks for delivery and they will contact me when it arrived to schedule install. I sent email on 6/12/23 asking about window. Reply was they didnt have it. Then reply was they did have it and asked what dates were good for me. I replied on 6/20/23 confirming dates that were good. No communication back about installation date.

  

  Business response

  06/23/2023

  The account of this issue is mostly accurate.  This is an issue that was inherited by BRIGS and we had no responsibility or obligation to rectify.  The former company would have been the responsible party.  There is a disagreement over the original order being approved by **************** however we agreed to order a new window at our cost and swap out what was installed to resolve the issue.  As pointed out in the complaint the window manufacturer sold so there were delays involved due to that.  In addition, we are still in the middle of supply chain delays so the time frame from order to receiving the window was an estimate not an exact confirmation.  **************** did email and I responded the window was not in.  The same day I received a call that it had been received and alerted her to this fact.  At that time I asked for dates and times that installation could occur.  The days are reasonable however restricted, so we are currently trying to work our schedule around the time frame to present a time frame.  Had the windows arrived on time we would have been able to install or schedule sooner.  We are currently four to six weeks out for this type of work and trying to squeeze the job into the schedule around the proposed parameters.  I did email **************** offering to refund her deposit and allow her to have another company do the job due to her dissatisfaction.  As stated at the beginning of this response we were trying to do this to right what she believed to be a wrong by the previous owner however we had no obligation to do so.  The cost of the new window and installation were at our expense.  The deposit she is referring to was for nonpayment for the original job that was completed.  

  Customer response

  06/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

   

  The main problem of this window issue is that there has been such terrible communication.  The window company was sold before the windows were installed. It appears that there was miscommunication between ******************** and the window company which caused the wrong configuration of window to be ordered.  The windows were installed under Brigs management and for many months after the installation, the communication was extremely difficult.  Forward movement to resolve this issue did not start until ************ became involved.  I was told that delivery of the correct window would take 3-4 weeks.  Although there may still be supply and shipping delays, I should have not have been the one to initiate what the status was for the window, which was not done until 10 weeks after I was told the order was placed.  It appears that internal communication might be causing the communication issue.  When I was asked what days were good for me for the installation, it would have been helpful if I was told that their schedule was full for the next 4-6 weeks (not surprising due to its the busy season).  It would have been helpful if I was told whether they would try to adjust their schedule so that the installation date could be a priority seeing how long this problem has been going on.  I have been extremely patient through this whole process and have done the best that I could to resolve the issue including getting the correct window specs from ******* at ******* BS to prove that they can make a window to the same specs as the old window.  (I was told by ******************** that the same window could not be made).  When I first talked to S Wolf, I explained that I only wanted to have a logical, practical replacement window (the original window opened 21 inches, the window installed now only opens 7 inches).   I have not paid the balance due for the work completed because the window is not what I requested.  It seems counter-productive to refund the deposit if Brigs is already in possession of the new window.  We need to come to an agreement as to when the window will be installed.  I truly appreciate all of S. Wolfs time and effort to resolve this issue and I only want to resolve this long, drawn out issue so that both Brigs and I are satisfied with the results.  The communication should continue until the correct window is installed to satisfy of the original request.  

  
  Regards,

  ******

   

   

  

  Business response

  06/27/2023

  I was able to find an installer to do the window installation this coming Friday.  I am waiting to hear back from the homeowner to confirm availability.  I reached out last night and am awaiting confirmation that Friday will work for us to have access to the unit.  

  Customer response

  07/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Friday, 6/30, was the tentative install date until it was determined that they did not have the proper equipment needed to do the work (staging).  The tentative install date is now Thurs., 7/6, weather permitting.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am being charged for $500 for a third party plumbing company through my condo association. I was not home and have no one that was in my home when the plumbers said they had entered and repaired a part of my dishwasher. I had never authorized someone coming in to fix anything and now cannot confirm or deny what theyve done. I have offered to pay for the after being turned off. However I even had my own ****************** here and once he had arrived within 20 minutes, the other plumbers had finished what they were doing. I cannot pay a bill that I did not authorize and my credit should not be affected about multiple attempts to get answers from the association.

  

  Business response

  12/15/2022

  This complaint should not be against BRIGS and unfortunately should not have been submitted to the BBB.   This unit is in a condominium association and the decision to Waive or Charge fees is solely up to the Board of Trustees.  This owner was told by the property manager to send an email to him of their request to have the fee waived and he would submit it to the Board for consideration.   It appears they decided to file a complaint against BRIGS instead.  We unfortunately cannot waive the fee.  When I asked he Manager what this was about the following was the response. 

   This was an afterhours on call response to the unit owners dishwasher that was left running and was leaking into the buildings garage.  The unit owner was not home but two Trustees were on hand that checked the unit, found the door open and entered with the Associations plumber.  The unit owner had a new dishwasher installed without proper notification or paperwork from her plumber, and the installation was incorrect. The Associations plumber fixed the leak, and she was charged back.  I told the unit owner to send me a request that she is disputing the charge and I would review it with the Board.

   

    I respectfully ask that this complaint be dismissed as it is against the wrong party.  Thank you

  Customer response

  12/15/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I did not however get a response back from the property management company until this morning to send a request. I had sent multiple requests prior, with no response. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BRIGS charged us a $75 fee for two after-hour phone calls (approximately 5:15 pm) on Tuesday, September 20, 2022.We moved into our new condo on Friday, September 16th. On Tuesday afternoon approximately 1 pm, a man showed up and told us he was there on behalf of BRIGS to work on the gas meter. He came into our condo, did something to the water heater and HVAC (turned off gas and power). He went out and did work outside for approximately 20 minutes. He came back in checked our pilot light. He told us he was done and left.The water was off in our condo and we assumed he was still working. We waited patiently without water for a couple of hours. After 5 pm, I called BRIGS to find out what was going on. I left a message with the answering service. Within 10 minutes, BRIGS representative called me and I relayed all this information to her. She told me she would check whether we were the only people out of water. 10 minutes later she called back and said, "It's just your unit. Check within your unit." At that time we found the inside water valve and turned water back on.We were charged $75 basically for two phone calls (around 5:10 and 5:15 pm) with the on-call property manager. That is it. No one came out. No one helped us with anything. Our local property manager has since told us the person who came into our condo did not work for BRIGS but probably worked for National Grid.We had just moved into a condo four days previously. We had received NO documents yet from BRIGS, we had no idea of the fees for service. And indeed, no one came out to our property. No one helped us. the ON CALL MANAGER ,who was WORKING, hence she was ON CALL, took one phone, and made one phone call. We were charged $75 for "Owner Billback Brigs Inv.#***** 10/12/22" - we didn't receive any invoice. I had to email them to find out what this was about. I have emailed them twice to complain about this charge which seems punitive and unfair, especially because no work was done by them.

  

  Business response

  11/09/2022

  I am very sorry to hear of this issue and need to investigate further when I return to the office.  This is no way for a new owner to be introduced to the property.   I will be taking the following action to rectify the situation.   1) crediting the $75.00 charge on the account and 2) reaching out to ***** by Friday to apologize for the confusion and obtain more details.  After hours calls that are unit related are always billed back to the unit owner at a flat fee of $75.00.   This should have been explained when they contacted the office.  

  Please let me know if the bbb wishes for additional actions.

  Regards,

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Construction is being done on the building which involves windows in each unit being replaced. On 8/29/2022, at 2:43pm I received an email from ***************** at Brigs notifying me that they were going to replace my window. This notice went out to multiple unit owners. I replied when I saw the email at 4:42 pm asking what day will they be at my unit. When I arrived home late last night I found that my condo had been entered. Items were left on the floor. Dirt, dust and debris were just left on the floor. I pulled the condo documents and it clearly states that they only have a right to access in an emergency. I have reported water spots on my ceiling from the construction and have received no response. These people dont follow any rules or documents they just do what they want.

  

  Business response

  08/31/2022

  Dear *******

  First I need to start with I am very sorry that this happened.  You have every right to be upset as this was not how the process should have worked.  I have spoken to *** and understand he has since reached out to you.  He immediately made me aware of the situation after hearing from you.  We need to own that there was a communication breakdown in notifying you of the window installation.  I assure you that this has been addressed with all parties.  The processes have been reviewed as well to insure this does not happen as the project progresses.  I am truly sorry that you were not notified properly and the work commenced without your knowledge.  I completely understand you being upset as I would have been as well.  Although I understand your position I am sure you will understand that I cannot terminate over what was truly a genuine mistake and not intentional. 

  I will be following up with you directly to further appologize

  Regards,

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

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2021, we had a sewer backup in our condo. We paid out to have it snaked and video scoped. It was determined to be defective sewer line. In December it happened again and we notified the condo property managment. They had a second vendor snack and scope the line and he said the line was damaged and needed to be repaired.They told us in Dec 2021 it was going to repaired. To this date it still has not been repaired. Our basement is completely disrupted ( they are supposed to dig through our floor to fix the problem) we can use 1/3 of our living space, we couldnt replace the floor ( we finally gave up and did it recently) and had a third partial backup since. We keep up with them weekly to ask on the status of the repair and now they have resorted to trying to intimidate us. They send us threatening letters, claiming we made changes to the exterior of the building and we are going to be fined. We did some investigative work and find out the changes (lights) were changed in **** by their own condo board. We have a notarized letter from a prior board member that was part of it the change. They keep threatening us. We want the sewer line repaired so wee dont have to fear further backups and can use our basement as it was intended. And we want in writing- for them to retract the threats and admit they made a mistake. Lastly we believe we should be entitled to some refund of our condo fees. In the 15 months we lived here we could not use 1/3 of our living space for 8 months, and to this date, we still cant use the bathroom that was sealed off due to the backup or the area of the basement thqt they intend to dig up.Please advise The currently property manager doing the threatening is *************************. She is part of Brigs LLC

  

  Business response

  08/17/2022

  I am very sorry to hear of the owners complaint.  Unfortunately I do not believe the fact have been presented clearly and that we are the proper party being accused.   BRIGS is a property management firm that works for the Board of Trustees.  We are not the decision making body and cannot facilitate work without proper authorization.  The drain issue is much bigger than the one unit.  In order to do the work there is a significant amount of work that needs to be done as the pipe is located under the concrete slab of the actual building and will need to be exposed for work to be done.  ********************* has been provided several quotes by BRIGS as their management company.  The quotes are from third party vendors to replace the piping.  At this time a decision has not been made as to who will be doing the work and how the association will pay for the necessary repairs.  We have followed up with the Board for a decision and have not yet been provided direction.  Unfortunately we cannot move forward without Board direction. 

  As for the light replacement it is my understanding that the light was replaced with a fixture that is not consistent with the association rules to keep a consistent appearance. The Board requested that letters be sent to the homeowner.  

  We will follow up with the Board as the owners frustration is understandable but we are not the responsible party in this situation

   

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a flood almost a month ago. The condo association hired a contractor to flush the system. Some6hing went wrong and several hot water heaters blew flooding out several units. They will not name the company on site performing the job however they will name the Town of Franklin, Fire Department, and ber engineering but will not.disclose.tje company responsible. They will not answer tenants questions. Their own attorney won't name the contractor who.was on site. They just said " a fire test contractor". We had a meeting tonight and they refused to answer our questions. They are not here to protect owners. We also asked where our money is going. Everything is falling apart there yet They couldn't answer that either. We need help!

*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. ↩