Complaints

This profile includes complaints for Vinebrook Homes Ohio, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vinebrook Homes Ohio, LLC

  3500 Park Center Dr Ste 100 Dayton, OH 45414-2680

  
• 

  Vinebrook Homes, LLC

  9150 Harrison Park Ct Ste C Indianapolis, IN 46216-2250

• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  
• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Omaha

  8710 F St STE 118 Omaha, NE 68127-1532

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:07/01/2025

  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.

  Vinebrook Homes (home rental landlord)
  
  -AC stopped working.
  -Called the answering service, which is the only means of "communication".
  -Stated that customer (dis)service would be contacted.
  -96 hours later and no response.
  -Have to stay at parents house.
  
  This company is a nefarious blight in our city and should be abolished.

  

  Business Response

  Date: 07/01/2025

  Hi ********,

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the delayed response to your air conditioning repair request. We understand how frustrating and uncomfortable this experience has been, especially during extreme summer temperatures, and we are truly sorry for the inconvenience it has caused.

  Due to a recent surge in seasonal AC-related issues across the area, our maintenance team has experienced an unusually high volume of service requests. While this is not an excuse, it has unfortunately led to delays in scheduling. We want to assure you that your request has not been overlooked—the property manager is aware of your situation and has confirmed that your case has been assigned for rotation in today’s schedule.

  We encourage you to monitor for further communication from our service team or an assigned vendor, as they will reach out with updates or arrival details as soon as possible. In the meantime, if you need any additional assistance or would like to speak directly with someone from the local team, please don’t hesitate to reach out to our Customer Service department at ************ or **********************************.

  We appreciate your patience and understanding as we work to restore comfort to your home. Your concerns are important to us, and we are committed to seeing this through to resolution.

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 07/05/2025

  
  
  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. Although, a communication on their part describing updates on our request (i.e. progress time frame towards completion) would have been helpful and appreciated.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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.

  Vinebrook homes has been charging me for back utilities for utilities I have already paid. This is fraudulent and needs to be corrected as soon as possible. I will not be paying Julys rent until I am awarded all all the fraudulent payments back to me. These payments have gone over looked because I was busy but I’ve had time to sit down and note everything that I have been over charged for.

  

  Business Response

  Date: 07/08/2025

  Dear *******,

  Thank you for bringing this matter to our attention. We take billing concerns very seriously and appreciate the opportunity to review your account thoroughly.

  After a detailed reconciliation of your utility charges dating back to October 2024, our utility team did identify three trash billing entries that resulted in duplicate charges. Specifically:
  Trash 01/01/25–01/31/25 – $24.59
  Trash 01/31/25–03/02/25 – $24.59
  Trash 03/02/25–03/31/25 – $24.60
  These duplications totaled $73.78, and corrections have already been applied to your ledger. You currently show a credit of $73.79 on your account. The ledger is attached for your review.

  We also confirmed that all sewer and water charges from October 2024 through the present are accurate, with no duplicate billing.

  As for your monthly trash charges, please note that our billing partner, Conservice, now allocates quarterly trash charges into monthly installments. While this may look different than previous billing formats, many residents have found this more manageable and consistent for budgeting.

  We appreciate your patience as we worked through the timing gaps that occurred during our utility service transition. We encourage you to monitor your resident portal for real-time ledger updates, your email for billing statements, and contact our Customer Service Team directly at ***** ******** if you have further questions.

  Thank you for allowing us the opportunity to correct the account and maintain transparent communication moving forward.

  Sincerely, 

   VineBrook Homes
  

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is still a sewer charge from April 2025 where I was charged 42$ for sewer from 11/30/24-12/31/2024. I paid sewer for November and Dec of 2024. Screenshots provided. That also needed to be refunded to me! 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 07/09/2025

  Hi *******,

  Thank you for your continued communication and for providing additional screenshots to support your concerns. We understand that utility billing can be confusing—especially when service dates, posting dates, and billing system transitions don’t always align.

  Regarding the April 2025 sewer charge of $42 for the service period 11/30/2024 – 12/31/2024:
  This charge is not a duplicate of any prior billing. It represents the final month of 2024 that had not yet been posted to your account before the temporary billing pause associated with our transition to Conservice.
  

  As context, VineBrook Homes transitioned utility billing services to Conservice at the end of 2024. During this transition, billing was temporarily paused to allow for a full and accurate data transfer. As a result, some utility charges—such as the sewer bill for 11/30–12/31—were not posted to your ledger until April 2025, after the transition was complete.
  

  For reference, here is a breakdown of your previous sewer charges and related communications:
  Email sent 9/09/24 – for service dates 7/31/24 – 8/31/24, charge posted 9/20/24
  Email sent 10/08/24 – for service dates 8/31/24 – 9/30/24, charge posted 10/20/24
  Email sent 11/14/24 – for service dates 9/30/24 – 10/31/24, charge posted 11/20/24
  Email sent 12/14/24 – for service dates 10/31/24 – 11/30/24, charge posted 12/20/24
  

  The charge posted in April 2025 covers the next billing period: 11/30/24 – 12/31/24, which had not been previously billed.
  

  Additionally, please note that the March 2025 charge was posted out of sequence and covers the following month (12/31/24 – 1/31/25). This contributed to the appearance of overlap, but the service dates confirm each billing period is unique.
  

  We recognize that the timing may appear inconsistent, but this was part of a broader effort to ensure billing accuracy and transparency during the Conservice transition. We appreciate your patience throughout this process.
  

  Please review the attached billing statements, your emails, and your ledger for further confirmation. If you’d like help walking through any specific entries, we’re happy to assist.

  Thanks,

  VineBrook Homes
  

  Customer Answer

  Date: 07/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is a duplicate. If we both can sewer was paid for Nov & Dec 2024 then why is there a charge with those dates on April 2025? Makes no sense. Y’all are already clearly at fault I’m not going to keep playing these back and forth games when the evidence is clear as day.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/23/2025

  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.

  Reported a leak on 6/7/2025 multiple times, came 3 times to fix the leak. Ceiling fell in on 6/13/2025. Finally fixed leak on 6/16/2025. As of 6/21/2025 Leak is fixed. Still living with a hole in my ceiling. Insulation and dust falling out daily. No one seems to care about breathing in this or the fact that mold is growing.

  

  Business Response

  Date: 06/26/2025

  Dear ******,

  Thank you for bringing your concerns to our attention. We understand how disruptive and frustrating this experience has been, and we sincerely apologize for the inconvenience it has caused.

  According to our records, our team made multiple visits to assess and address the leak, and the source of the issue was fully repaired on June 18, 2025.

  We recognize that the ceiling collapse on June 13, 2025, made the situation even more urgent, and while the leak itself has been resolved, we understand your concern regarding the open ceiling and falling insulation.

  At this time, the ceiling repair is still in progress. We encourage you to continue monitoring the status of this request through your resident portal and to watch for updates from our service team or assigned vendors. Please note that the area must fully dry before restoration can be safely and properly completed.

  We take your concerns about air quality and potential exposure very seriously. If you continue to experience any issues or need further assistance, please don’t hesitate to reach out via the resident portal or contact our Customer Service Team directly at ************ or **********************************.

  We appreciate your patience and are committed to restoring your home as safely and promptly as possible.

  Sincerely,
  VineBrook Homes
  

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not understanding how this has taken this long to get something repaired at the rate of rent. **The report was made on Saturday June 7th, 2025 of a leak. It was made on line in the portal and also calling in expressing the urgency of the matter.

  **However no one came to the residence until Wednesday at 9am on June 11th to fix the leak, I was told it was fixed by the tech. However, I called back at 4:50pm on the same day of June 11th, to let them know that the leak had not been fixed, and was still pouring water

  **JUNE 13th CELING FALLS IN.  

  **On June 14th Saturday another tech came and expressed he was unable to fix due to a contractor needing to address this issue. (STILL NOT FIXED 7 DAYS AFTER INITAL REPORT)

  **Monday on June 16th Leak was fixed around 11:30am. and was told someone would be back Wednesday 18th to cover the hole with plastic until a contractor or company would be able to fix the hole because it needed to air out.

  ** Wednesday June 18th at 12ish I went to the local office and showed them the pictures of the hole open and MOLD growing. They expressed how unacceptable this was and how it makes them look bad and should have never reached to this point. and someone would be there that afternoon to fix it due to the next day they were off for June 19th. 

  **June 24th Tuesday at 1pm the hole is covered. 

  Now since June 13th-24th my air has ran non stop!! Due to heat coming down from the attic to the house, and air going right back out. AC is set on 69-70 and it stays 77 in the house. MOLD IS IN THERE! Breathing and coughing has been an issue and reported. My daughter has Asthma and this has been told several times!

  I get you say you understand my frustration and multiple visits have been made. CORRECT and NOT CORRECT. This started on the 7th of JUNE and it is the 26th and not completed. DO you have a whole in your celling or do you have breathing issues, is your ac constantly running due to going out the attic? If you do then please say you understand, if you don't then you don't understand. Rent Just went up to 1700, but living with a hole???? 

  If you need pictures of the time line I have that as well, call logs, screenshots of the maintenance request?

  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 06/27/2025

  Dear ******,

  Thank you for your continued patience as we’ve worked through this complex and compounded repair. We understand how disruptive and frustrating this situation has been for you and your household.

  Our records show that the service request for your ceiling restoration is still in progress, with a technician currently on-site. If the work is not completed today, please watch for further communication as they continue through the next steps of the repair process.

  If you need any additional assistance, feel free to contact our Customer Service Team at ************ or **********************************.

  We truly appreciate your patience and remain committed to fully restoring your home.

  Sincerely,
  VineBrook Homes
  

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no one is on site. No one has been here since Tuesday June 27th when they covered the hole with plastic. Yes its frustrating when I’m responsible for paying a light bill that is going to be ridiculous because a hole in the ceiling for almost a month now. Who’s going to help with that?  Who’s going to help pay the rent in these living conditions?
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 07/03/2025

  Dear ******,

   

  Certainly. Here’s a professional, empathetic, and clear response to the resident’s rejection and reopening of the BBB complaint:
  Dear ******,

  Thank you for your response. We understand your continued frustration and sincerely apologize for the ongoing inconvenience.

  Our records confirm that a technician was on-site on Tuesday, June 27, 2025, to assess the condition of the ceiling. At that time, it was determined that the necessary repair would require a more extensive scope of work and additional crew members to complete safely and thoroughly. 

  We also want to share that your region recently experienced severe storms, which caused significant damage throughout the area. Our local team had to deploy available resources toward emergency efforts, including tree removals and addressing downed power lines. These emergency conditions temporarily impacted the scheduling of non-emergency repairs, and we truly regret how this has delayed the restoration of your ceiling.

  We recognize that living with a compromised ceiling has impacted your comfort, and we understand your concerns about increased utility usage. While we cannot commit to rent or utility adjustments through this forum, we encourage you to reach out directly to our Customer Service Team to discuss any documentation or additional support you would like to request for review.

  We appreciate your patience during this time and want to reassure you that your ceiling repair remains a priority. Please continue to monitor your resident portal and email for updates and be sure to accept any incoming calls from our service team or assigned vendors as we work to complete the repair.
  

  If you have any additional concerns, please don’t hesitate to contact us at ************ or **********************************.
  

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:06/20/2025

  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.

  On May 16, 2025 I submitted a maintenance request (********) due to the AC not being able to cool the house down, as it was 10-12 degrees over what the thermostat was set at. A vinebrook maintenance employee came out to the residence without notifying me and left a note stating "Could not enter the home due to dog being out" and updated the request as complete on May 21, 2025. I submitted another request (********) to which a vinebrook maintenance employee came out and states that the AC unit is functioning properly, but the intake vents inside the home were not large enough to supply the AC unit outside with enough air. He stated that vinebrook would need to send a third party HVAC company out to confirm and submit a recommendation. On June 5, 2025 the third party HVAC company came to the residence, confrimed the vinebrook employee's findings, and submitted a report to vinebrook. I never received word on what the next step would be from vinebrook or the third party. An additional request (01507310) was submitted on June 13, 2025, and I was contacted on June 17, 2025 by vinebrook stating that they would have someone out to residence on June 18, 2025. The gentleman that was sent out re-confirmed what the two other gentleman before him had already stated, and I was notified that a report would be submitted and I would be contacted. I haven't heard anything from vinebrook and have made multiple call attempts that go directly to voicemail. I have been very patient and understanding, but it is starting to feel as if my issue is being ignored due to the time left on my lease.

  

  Business Response

  Date: 06/23/2025

  Dear ******,

  Thank you for bringing this to our attention, and we sincerely apologize for the delay and lack of communication you’ve experienced throughout this process.

  Your concerns regarding the air conditioning unit and inadequate airflow have been thoroughly reviewed by both our in-house technician and a third-party HVAC vendor. We understand how frustrating it must be to repeatedly explain your situation and still feel uncertain about the next steps.

  As of today, we’re pleased to share that the service supervisor and property management team have confirmed your unit is currently operational. However, the recommendation from the HVAC specialist—to enlarge the intake ductwork to improve overall airflow—has been reviewed and approved.

  This work order is now scheduled to be completed on Thursday, June 23, 2025.

  We regret that communication fell short in keeping you updated after each visit, and we appreciate your patience and persistence. Moving forward, we will make sure you're kept in the loop as the scheduled work progresses.

  If you have any further concerns or if we can support you in any other way, please don’t hesitate to contact our Customer Service Team at [email protected] or through the "Contact Us" tab in your resident portal.

  Thank you again for your continued understanding.

  Sincerely,

  VineBrook Homes

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want to know why it took Vinebrook almost a month to attempt to correct my issue. After sending out three vinebrook maintenance technicians, one third party vendor out, and me submitting multiple maintenance requests. It wasn’t until I started getting more aggressive with my calls and messages did your agency feel the need to contact me.
  
  
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  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.

  VineBrook LLC amended my current lease and took my water bill out of my name and transferred it to their name and then sent me a bill for $35 for transferring out of my name without my knowledge and into their name. The water and trash have been in my name since I have been leasing from them. I feel this should have been communicated prior to them doing this without my knowledge. They in turn sent me a message saying I was not honoring my lease because my water is not in their name. I contacted American Water who advised that water is not a utility that is reported to collections and therefore did not have to be in the name of the landlord. I reached out asking why they did this in the middle of my current lease. I got a renewal offer as my lease expires in August but had questions about the fees they have charged as well as questions as to why they switched my utility before my lease was over without consulting me but have yet to hear anything. The switch of my water bill happened about 2 months ago. I have yet to hear why have turned my services over to a 3rd party company and are charging me $7.99 a month for the bill. This is ridiculous and should be against the law, especially while my current lease is ongoing. This should have taken place 3 years ago when I moved in or when the new lease was offered. They are also attempting to remove my trash services from my name and have a 3rd party charge me for sending a bill. I have all of my utilities on autopay and find it hard to believe that this is legal.

  

  Business Response

  Date: 06/20/2025

  Dear Ms. ******,

  Thank you for reaching out and giving us the opportunity to address your concerns regarding utility billing and recent changes to your water and trash services.

  We understand your concerns and want to provide clarity on the recent transitions. According to our records, you were notified by email on January 17th regarding our transition to a new third-party utility billing provider, Conservice. A subsequent notice was sent on April 9th, informing you that both water and trash services would be placed back into VineBrook’s name, in accordance with your most recent lease renewal completed in August 2024.

  As outlined in your lease agreement, water, sewer, and trash utilities are to remain in VineBrook’s name, and maintaining them outside of our name is considered a violation of your lease.

  It is also important that you regularly check your email, as all official notices and utility invoices are delivered to you through this method. This ensures you stay informed of any updates or billing changes.

  We would like to clarify that, as of today, you have not been charged a $35 transfer fee or any monthly Conservice fees as mentioned in your message. The upcoming bill due July 1, 2025, also does not include any such charges. For full transparency, we’ve attached a copy of your ledger for your records, which reflects all current and past charges posted to your account.

  You may also reference all utility invoices that have been emailed to you under the subject line “***** ***** ** Invoice.” To further assist, we’ve also included copies of your utility addendums from all lease terms for context and clarification.

  If you have additional questions or supporting documentation, you'd like us to review, we encourage you to share it with us directly: **********************************. We’re here to help.
  

  Thank you again for allowing us to clarify this matter and for being a valued resident.

  Sincerely,

  VineBrook Homes 

   

   

  Customer Answer

  Date: 06/30/2025

  I would like to first respond to the part about the email you stated was sent un January about the transfer of services and that per my lease utilities are to remain in Landlord name. When I first moved into the dwelling the only utilities listed in my lease was the MSD. I had to send over proof of having the trash,  water and lights in my own name to Vinebrook LLC. So again, if this was to be in the landlords name why was I required to put the utilities in my name and to submit that to your office within a certain timeframe and now you all come in over 3 years later and change it in middle of the current lease?

  When I speak of the $30 and $25 charge, you are correct,  it is not on my ledger, you all put these charges on the new lease offer that I have to have signed by July 12th 2025 and will go into effect on August 12th 2025.

  I have every email from Vinebrook saved to a folder so I in fact check and keep up with all correspondences including text messages. I am attempting to upload a screenshot of the charges that VineBrook placed on the new lease offer that I am speaking of but there seems to be an error. If I said ledger I said that by mistake The charges are listed as "additional charges" on the bottom of the new lease offer

  I was told by a Vinebrook rep that once a lease proposal was generated they could not be modified.  Is this correct? 

  

  Business Response

  Date: 07/01/2025

  Hi ****,

  Thank you again for your continued engagement and for providing detailed feedback. We appreciate the opportunity to further clarify the history and structure of your utility billing as it relates to your lease agreements.
  
  1. Utility Setup History and Leasing Terms
  When you first leased the property in 2021, and during your second lease term in 2022, your sewer utility was handled in accordance with the utility addendums for those years—remaining in the landlord’s name with reimbursement posted to your ledger as part of your monthly charges.
  In 2024, your lease renewal introduced a new utility addendum that reflected an update to include all three services—sewer, water, and trash—to be placed in the landlord’s name, with reimbursement billed to you through monthly charges on your ledger. This transition aligns with VineBrook’s ongoing utility management updates across our portfolio and was included in the lease that started 8/08/2024- 8/11/2025.
  
  2. Notice and Implementation of Utility Changes
  As previously mentioned, you were notified by email on January 17, 2025, regarding our transition to Conservice, our third-party utility billing partner. A second notice was sent on April 9, 2025, notifying you that water and trash services would be transferred back into the landlord’s name, consistent with the terms of your current lease.
  We recognize and sincerely apologize for any delay in implementation or confusion regarding this transition. Once the discrepancy between your lease and utility setup was identified, corrective action was taken to align your services with the lease terms.
  
  3. Clarification on Lease Offer Charges
  Thank you for clarifying that the $25 and $30 charges you referenced are listed in the “Additional Rent” section of your new lease offer, effective August 12, 2025. These are not charges on your current ledger but rather reflect anticipated third-party utility processing fees associated with the upcoming term. These fees are common for residents enrolled in Conservice utility billing.
  
  4. Lease Offer Edits
  It is true that once a lease renewal offer has been generated, modifications are generally not permitted due to system constraints. However, your questions and concerns have been noted, and we encourage you to continue reaching out before the July 12, 2025 decision deadline if you need further clarification before proceeding.
  
  5. Final Notes and Documentation
  Please keep in mind that leasing terms have specific start and end dates, and updates—such as those related to utility responsibilities—may occur with each renewal. For your convenience, we’ve again attached a copy of your lease documents, including utility addendums, and a copy of your current ledger for your records.

  We appreciate your continued communication and are here to support you with any questions as you review the new lease terms.
  Sincerely,
  VineBrook Homes
  ?? **********************************
  ?? Or reach us through the “Contact Us” tab on your resident portal

  Customer Answer

  Date: 07/02/2025

  Hello and thanks for your response.  

  I have included the Addendum from my original lease, it shows that the sewer utility will be paid by landlord and added to ledger of Lessee. 

  I have also included the original lease that states what utilities I had to have put into my name within 72 hours. The portion I speak of is under Number 9 "Utility Services"

  Again, if the utilities were to remain in the landlords name as you stated in your response and as you state were the original terms the lease shows otherwise.

  I understand what was added and am not disputing it. My concern, complaint or issue is you all transferring the services out of my name and adding the "possible charges" to the new lease offer that must be signed by me by Juky 12th. 

  If they were to be in name of Landlord why was I given 72 hours to transfer to my name. I've already paid those fees why should I have to pay for this to be put back in your name.

  Also, when it comes to the latest Addendum,  yes that was communicated last year but your office did not make that happen until over a year later. When you communicated it last year I stopped my autopay and they services never got transferred sending me into past due,  I started back paying the bill and this year you guys did the transfer sometime in April or May. The trash is still in my name.

  You stated residents who have services with Conservice have the monthly charges. I don't have any services with conservices, your office does. I have never signed any documents with Conservice to fit the narrative you speak of. My first time ever hearing of Conservice when I reached out to your office about the $14.95 damage waiver charge that was with the new lease office. Your office stated that this is a company that you use to verify the coverage and to opt out of the damage waiver if I have renter’s insurance.  I was informed to send my proof of insurance to them and that's what I did. I have not heard from them since they advised they got my required documents.

  My lease also states that tenants will get an email monthly to show their utility charges. That is incorrect,  I have never gotten a bill in paper nor email form from Vinebrook nor Conservice. I did get a bill back in April of 2025 that was dated for November of 2024 for myself and another Vinebrook resident.  I reached out to your office about that as well, I found it strange to get someone else's bill and shocked to see it was from almost 6 months prior. I have never seen another bill before or after that one time. I do get the sewer charges added to my ledger but they have never been monthly, more like 2 -3 months later they will be added to the ledger sometimes more.

  I am not trying to be a pain, I like clarity and understanding and feel I don't get it when contacting your office. I don't like the charges for what you are doing now to be added to my new lease offer, they are your charges.  We all know that oncebI sign I am agreeing. I don't think this is fair what is being done.

  

  Business Response

  Date: 07/02/2025

  Hi ****,

  Thank you again for your continued engagement and for providing detailed follow-up regarding your lease, utility responsibilities, and lease renewal concerns. We truly appreciate your effort to maintain thorough records and your commitment to understanding each component of your leasing terms.
  
  1. Utility History and Addendum Changes
  You're correct in referencing your original lease, which required you to place water and trash services in your name within 72 hours of move-in, while sewer remained under the landlord’s name with reimbursement posted to your ledger. That was the utility structure in place during your 2021 and 2022 lease terms.
  Beginning with your lease renewal executed in August 2024, the utility addendum was updated to reflect that sewer, water, and trash services would all be held in the landlord’s name, with the resident reimbursing charges through monthly ledger postings. This change remains in effect for the current leasing term.
  We recognize that the transfer of these services was delayed in implementation, and we sincerely apologize for the inconvenience that caused, including any disruption to your billing cycles or autopay setup. Our goal is always to ensure utility handling reflects the terms of your lease.
  
  2. Utility Communication and Conservice Charges
  According to our records, email notices were sent to the address on file: [email protected], to inform you of these utility updates. The subject line used for each utility communication is “***** ***** ** Invoice.” If you have not received these emails regularly, please let us know so we can confirm that your contact information is accurate and troubleshoot any issues.
  To clarify: although Conservice is used by VineBrook to manage and generate billing, residents are not customers of Conservice directly, nor are you required to sign an agreement with them. Conservice helps process and verify utility reimbursements on behalf of VineBrook, and any associated utility billing is posted through your VineBrook ledger—not by a separate Conservice account.
  
  3. Clarifying the $14.95 Charge
  Thank you for raising the $14.95 fee listed on your lease offer. We’d like to clarify that this is not a utility-related fee. This amount represents general liability coverage provided by VineBrook in the event of accidental property damage and the payment for the coverage charged back to you on your ledger each month. This charge is standard unless a resident opts out by providing proof of valid renter’s insurance, which, according to your message, you have already submitted
  If your proof of insurance has been accepted, this fee should not apply once your new lease term begins. Please let us know if you need confirmation of that status.
  
  4. Lease Offer and Additional Charges
  We understand your concern about the additional utility-related charges listed in the “Additional Rent” section of your lease renewal offer effective August 12, 2025. These are standard charges across all VineBrook properties managed through our utility billing system and are not personal penalties or fees tied to your specific account.
  While edits to lease offers are not permitted once generated, we have noted your concerns for internal review, and we are here to support you in reviewing the terms prior to your July 12, 2025, decision deadline.
  
  5. Final Notes
  Attached again are your historical and current lease documents, including the relevant utility addendums and a copy of your ledger. Please take your time to review them and let us know if you would like to continue this conversation by phone or email. Your feedback is both heard and valued.
  We remain committed to providing you with clear, accurate information and appreciate your efforts in seeking resolution.
  

  Sincerely,
  VineBrook Homes
  ?? **********************************
  ?? Or message us through the “Contact Us” tab on your resident portal
  
  
  

  Customer Answer

  Date: 07/02/2025

  Hello and thanks for your response.

  Following up to Number 2 of your response. All of my contact info is correct. I was stating you that outside of the email confirming receipt of my proof of insurance and the one bill I got in April, I have not had any other correspondence from Conservice since signing a lease in 2021. I have no receipt of the bills, the only receipt I have is what shows on my ledger. I'm confused as to why I am using the utilities but can't see my usage only what your office adds to my ledger. 

  On the 14.95 charge, I am aware this has nothing to do with a utility charge. I was stating that this was the only time I had any communication with Conservice.  In the communication prior to this, in your response you stated that the charges I was speaking of was due to me being a customer/resident of Conservice as to why I stated I am not the customer, Vinebrook is. I am still waiting on clarity as to why I am being charged for you to transfer services to your name regardless of it being a one time thing. Why do I have to pay your transfer fees?

  When it comes to the Landlord placing utilities in their name, in your original response you stated this was the original terms of the lease, I provided my original lease which showed different.  To pay $200 (billed in increments)a year to have a statement billed to me is to say the least, unfair. I was signed up for paperless to reduce clutter so to have to pay a third party company for a bill that I can see online and that I previously wasn't getting is  insane! I understand your office is documenting my concern but I still don't see the answer as to why they were placed on my new lease offer and why the lease offer can not be edited?  This looks like I agree to everything you put on the offer and I don't.  

  Thanks again for listening to my concern although I have not heard the resolution that sets me at ease. 

  7.99 for one bill, and another charge for the another for bills handled through the same 3rd party company is quote odd. Is there no paperless option as I had this before? Is there a valid reason why I can no longer keep my utilities in my name 3 years after signing lease? Is there a valid reason the landlord is assuming this responsibility for a tenant who has never had a cutoff or termination of utilities.  And again, is this a valid and legal charge, to bill me for the transfer of services you want to accept responsibility for?

  Thanks,

  ****

• Initial Complaint

  Date:06/13/2025

  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.

  My A/C has been out for over a week now and my house has been 79-84 degrees EACH DAY . No one has offered portable A/C units or anything

  

  Business Response

  Date: 06/16/2025

  Dear *****,

  Thank you for bringing this to our attention. We sincerely apologize for the discomfort and inconvenience caused by the delay in resolving your air conditioning issue.

  We recognize how essential a cool and comfortable home is—especially during the warmer months. We're pleased to confirm that the compressor replacement has been approved, and the vendor has scheduled the repair with you for tomorrow, June 17th.

  We regret that temporary cooling units were not offered earlier in the process. This oversight has been shared with our leadership team, and we are working to improve our response protocols moving forward.

  Thank you for your continued patience. If you have any further concerns, please contact our Customer Service Team at *********************************** or through the ‘Contact Us’ tab on your resident portal.
  

  Sincerely,
  VineBrook Homes

   

  Customer Answer

  Date: 06/16/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/10/2025

  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.

  THIS HAS BEEN AN ONGOING ISSUE FOR THE PAST FEW YEARS. THE COMPANY IS VINEBROOK HOMES. WE HAVE RENTED THEIR PROPERTY FOR AT LEAST THE LAST SIX YEARS. THERE HAVE BEEN COUNTLESS MAINTENANCE ISSUES WE HAVE HAD TO DEAL WITH. RIGHT NOW IT HAS TO DO WITH ONE OF THE SHOWERS IN THE HOME. THE SHOWER WALLS AND FLOOR ARE MOLDED AND MILDEWED. TODAY JUNE 10 THEY ARE REPAIRING THE WALLS AFTER YEARS OF COMPLAINING. NOW THE PROBLEM WITH THIS PARTICULAR ISSUE IS THEY ARE ONLY DOING THE DAMAGED WALLS BUT NOT THE DAMAGED SHOWER FLOOR SOMETHING I CLEARLY REQUESTED. MAINTENANCE CAME OUT A WEEK OR SO AGO TO REPAIR A TOWEL RACK THAT HAD BEEN BEEN REPAIRED BEFORE BUT ONCE THE TOWEL RACK WAS REPLACED THEY LEFT THE WALL WITH HOLES AND STUDS SHOWING. OUR WINDOWS IN THE HOUSE ARE HARD TO RAISE AND MAINTENANCE BROKE THE HANDLE ON ONE WINDOW WITHOUT INFORMING US. THE WINDOW ON THE OUTSIDE IS CRACKED AND BROKEN. THE WINDOW SILLS THROUGHOUT THE HOME ARE FILLED WITH WASP NEST AND VARIOUS OTHER INSECTS. WE HAVE NEVER BEEN ABLE TO RAISE SOME OF THESE WINDOWS FOR THAT VERY REASON. I HAVE POINTED OUT JUST A FEW THINGS. THIS IS A COMPANY THAT YOU CAN RARELY TALKED DIRECTLY TO ANYONE AND IF YOU SO HAPPEN TO “THEY WILL HAVE SOMEONE REACH OUT TO YOU”RARELY HAPPENS.I HAVE SUBMITTED MULTIPLE WORK ORDERS FOR THE SAME THING THAT IT IS RIDICULOUS

  

  Business Response

  Date: 06/18/2025

  Dear Ms. ******,

  Thank you for sharing your concerns. We sincerely apologize for the delays and difficulties you've experienced and understand how frustrating it can be when maintenance issues affect your home—especially as a long-term resident. Your comfort and satisfaction matter to us, and we appreciate your patience as we work toward a resolution.

  Our records show that maintenance has attempted to complete the bathroom painting, with the most recent visit rescheduled at your request due to no one being available at the time. We’re happy to coordinate a time that works best for you to ensure this task is completed.

  We’re also pleased to confirm that the shower repairs have been completed and that the issue with the window handle has been resolved. If you notice anything that still needs attention in those areas, please don’t hesitate to let us know.

  We understand you may still have outstanding concerns, including previous repairs and pest activity around windows. Please know that your request remains open, and our team—along with assigned vendors—will continue to follow up with you until all items have been addressed to your satisfaction. You can expect continued communication by phone, email, or portal updates as we coordinate the remaining work.

  If there's anything more we can do in the meantime, please reach out to our Customer Service Team at [email protected] or through the "Contact Us" tab on your resident portal.

  Thank you again for your feedback, patience, and continued residency. We’re here to help.

  Sincerely,

  VineBrook Homes
  

• Initial Complaint

  Date:06/09/2025

  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 not had air in the property I stay In for a month now it’s extremely hot and I have 3 kids.. every month it’s it’s Amts being added to my rent and I’m being double charged my rent also went up 130 dollars when I have only been at property 1 year. Also they tell me I have fo do everything around the property when I’m steady being charged for trash water sewer and most of the times my trash is not even picked up

  

  Business Response

  Date: 06/16/2025

  Dear *******,

  Thank you for sharing your concerns. We sincerely apologize for the extended delay in resolving the air conditioning issue and understand the discomfort this has caused, especially with children in the home. Your service request has been assigned to a licensed HVAC vendor and was placed on their schedule for June 14, 2025. In the meantime, portable cooling units were offered as a temporary solution.

  We are actively reviewing your account to address concerns about rent charges, billing increases, and utility fees. If any discrepancies are found, we will make the appropriate corrections.

  For further assistance or to request a detailed ledger review, please contact our Customer Service team at [email protected] or reach out through the “Contact Us” tab on your resident portal at resident.vinebrookhomes.com.

  We have also reported the missed trash pickups to our contracted vendor for resolution. We appreciate your patience and remain committed to improving your resident experience.
  

  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:06/09/2025

  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.

  My kitchen stove is falling apart. Vinebrook homes have went up on their rent significantly and have ignored my work order for a new stove. The stove is falling apart, wires are showing and has a bad smell in the oven that I haven’t used it since moving in. I don’t mind paying but everything needs to be in order. Rent is almost 1,000 for a stove with wires showing ? I think not. I’ve place a work order in and the work order has been ignored. I’m reaching out to the BBB to help me resolve this issue because the only way I got my others issues resolved is by filing a complaint.

  

  Business Response

  Date: 06/09/2025

  Dear *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding the condition of your kitchen stove and the delay in service.

  Please know that we take your concerns seriously and have reviewed your account. A service request for the stove is currently open, and a technician is scheduled to visit your home tomorrow to assess and address the issue. Our Service Supervisor will also be reaching out directly to confirm the scheduled visit and ensure you are informed throughout the process.

  In addition, your service request is being actively monitored by our Service Manager to ensure proper follow-up and resolution.

  Should you need further assistance or have additional concerns, please contact our Customer Service team directly by email at [email protected] or by calling ************.

  We appreciate your patience as we work to resolve this matter and restore your confidence in our service.

  Sincerely,
  VineBrook Homes

   

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not been contacted by a service provider regarding stove fixing / replacement. I work from home and will be at my home all day for any service provider to come by but no one has contacted me yet. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 06/12/2025

  Dear *******,

  We sincerely apologize for the continued delays and fully understand your concerns.

  Our records confirm that the technician contacted you prior to their arrival; however, at your request, the visit was rescheduled so that you could be present.

  If you have not yet finalized coordination with our team, please watch for their follow-up communication. They are actively working to contact you by phone and email to schedule the appointment and complete the repair, with the goal of ensuring no further delays.

  Our Service Manager is closely monitoring this request and will assist with any scheduling conflicts or missed appointments to help ensure a timely resolution. We appreciate your continued patience and trust, and we remain committed to completing this service as quickly as possible.

  Sincerely,
  VineBrook Homes

   

• Initial Complaint

  Date:06/05/2025

  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 put in a work order #******** again before the previous one was canceled because the maintenance team doesn't seem competent enough to understand my maintenance requests. The bathroom sink is clogged and has been for over a week. Simple right ? I gave simple instructions in the request ( check it ) for them to call ahead of time for appt or to come at a time I for sure would be home. No they continue to take it upon themselves to show up to people houses no call. No text, no email, no warning. That's an issue. Furthermore to cancel the work order when the work was not done or issue isnt fixed is frustrating because here I am have to take time to do another work order all over again. This is one of the reason I am ending my residency here and with vinebrook. I need a maintenance manager or supervisor to come fix this simple issue and have common courtesy to call for a good time to come considering I have to work to pay this rent you guys increased with the same low level service.

  

  Business Response

  Date: 06/11/2025

  Dear ******,

  Thank you for taking the time to share your feedback. We sincerely apologize for the frustration you’ve experienced with the service request process and communication regarding technician visits.

  We would like to take this opportunity to clarify our service request process. While we strive to honor requests for courtesy calls prior to technician visits, our standard practice is to complete service requests as efficiently as possible across all homes. For this reason, technician entry does not require a resident’s presence unless minor children are in the home and require adult supervision. Additionally, we ask that all pets be properly caged or secured whenever a service request is active to ensure safe and effective access for our team. Technicians may call ahead from time to time to confirm that these access requirements have been met.

  We regret the inconvenience caused by the cancellation and resubmission of your work order. Please know that our team remains committed to resolving this issue. Since receiving your new complaint, our local team has attempted to contact you but has not yet been able to reach you. Please watch for their communication so we can coordinate a visit and bring a timely resolution to this matter.

  If you need further assistance, you may also reach out to our VineBrook Homes Customer Service team by emailing [email protected] or by submitting an inquiry through the ‘Contact Us’ tab on your resident portal, which connects directly to Customer Service.

  We value your patience and the opportunity to address your concerns.
  

  Sincerely,
  VineBrook Homes
  

   

  Customer Answer

  Date: 06/11/2025

  
  
  ********** ********
  
  
  
  I am rejecting this response because: as stated i put on my work order the best time to come. And they never call to see if someone is home or not to where they can just come in. The day he called and my son was home he just popped up after specifically putting in the work order to call ahead of time or come on the days I am home and available. Neither was done. So maybe the policy needs to be reviewed and changed for better resident experience and yet here I am still no resolution over a simple clogged sink. Vinebrook takes up to much energy to deal with and I value my health , time, and money hence again why I am moving. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/12/2025

  Dear ******,
  

  Thank you for your additional comments. We apologize that your request for a call ahead and a visit during your preferred time was not properly honored. We understand how this contributed to your frustration. Your feedback about our process is valued and will be shared with our leadership team as part of our ongoing efforts to improve the resident experience.

  We remain committed to resolving the clogged sink issue and will make another attempt to contact you to schedule a visit that aligns with your availability. Please watch for follow-up communication from our service team to coordinate this repair.

  If you need any further assistance, please reach out to [email protected] or use the ‘Contact Us’ tab on your resident portal.
  We appreciate your time and feedback, and we wish you the very best in your future housing experience.
  

  Sincerely,
  VineBrook Homes