FORT COLLINS, Colo. -- It is a video that is viral and heartbreaking.
Patricia Ortiz's Facebook video of her grandfather has been seen more than 20,000 times worldwide.
It shows Ortiz having to carry her 87-year-old grandfather Billy Martin up two flights of steps for months after being denied the option of moving to another apartment unit in the same complex.
"There is a sorrow from his dignity being crushed," Ortiz said. "He does not need to be carried up and down stairs like a baby or an infant. He is a man."
The FOX31 Problem Solvers reached out to the management of the Buffalo Run Apartments.
"We are so sorry that this took so long," said Denise Todd, a vice president with the management company.
Todd said her management firm took over running the building a few months ago and that Martin's request to move was inside a file officials didn't know existed.
"We are waiving all charges for them to transfer," Todd said, promising Martin will be in a new apartment on Thursday.