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 Home Resident Services

  149 Weldon Pkwy Ste 117 Maryland Hts, MO 63043

• 

  Vinebrook Homes Cincinnati

  4856 Business Center Way Cincinnati, OH 45246

  
• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  
• 

  Vinebrook Homes Augusta

  2531 Center West Pkwy STE 100 Augusta, GA 30909-2142

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:07/30/2024

  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.

  My family and I have been renting from vinebrook for almost 4 years we have never got monthly bills for the water bill. The water company put in a new meter in April and now the water company is charging us back for the last 3 years because they said they were sending estimate bills which I never seen but vinebrook has. It should have been up to vinebrook to call and have them come out to check why we was getting estimate readings. They did not contact them so now vinebrook owes the water company 3871.00 and putting this payment onto my household. They have audited my account and wants us to pay an extra 400 a month for a utility error that's not our fault. On top of any new water bills that come in plus my rent. Which my rent goes up every year also. When we moved in a qualification to get this house was to earn 3x the rent owed how can someone still afford to live in the same home if you up the rent every year. How can pwsa go back years and charge the customer for their mishaps. My family does not owe this money vinebrook does. I am politely asking for this to be removed. We owe for this year and this year only because again vinebrook does not send our water bill monthly. I need vinebrook to change how they handle their utilities. Don't put it on the customer that pays their bills. We asked many times over the years for our water bill and never received them now you want almost 4000. Dollars. Pwsa and vinebrook need to figure this out and quit putting it on us.
  This feels like a crime.

  

  Business Response

  Date: 08/02/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be for you and your family, especially given the history of your water bills.

  We would like to clarify a few points regarding the billing issue:

  Billing and Meter Readings: The discrepancies you mentioned stem from estimated readings provided by PGH20 over the past few years. When they installed the new meter in April, they recalculated the actual usage and issued a backdated bill based on this new data.

  Responsibility: While VineBrook facilitates the process, the responsibility for meter readings and accurate billing lies with PGH20. It appears there was an error in their previous estimates, which has now been corrected with the installation of the new meter.

  Payment Plan: To assist in managing this unexpected expense, you have been placed on a payment plan, resulting in an additional $400 per month. This amount includes both the backdated charges and any current usage.

  Resolution: We recommend contacting PGH20 directly to discuss this issue further. They may have additional options or insights into addressing the backdated charges. Vinebrook does not have the authority to amend these utility charges, as they are based on your actual usage as recorded by PGH20.

  We understand your concerns regarding the increasing costs of rent and utilities. We strive to make living in our homes as comfortable and affordable as possible. However, utility management, including billing and payment plans, falls under the jurisdiction of the respective utility companies.

  
  We empathize with our situation and hope for a swift resolution that is fair to all parties involved. Should you need any documentation or assistance in communicating with PGH20, please do not hesitate to reach out to us.

  Thank you for your understanding and cooperation.

  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:07/24/2024

  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.

  This is a property rental company. My lease renewal is coming up. I was emailed a 'early bird special'. It stated in the email to accept the offer by 7/01, and that the lease must be signed by 08/61/2024. I accepted the offer. I had not signed the lease based on the email communication, that clearly indicates the lease itself most be signed by 08/31. This date has not yet arrived. I accepted the offer on 06/17 before the quoted due date. Its in black and white. This company is trying to say because I didn't sign the lease that the offer is now null. Not according to the dates outlined on the email. I demand they make this right, and send a lease correction with the proposed amount to avoid legal actions.

  

  Business Response

  Date: 07/25/2024

  
  Dear *** ********

  First, I want to apologize for the frustration you have experienced. After reviewing your customer service inquiries and the renewal retention case, I have the following update.

  When the lease renewal was accepted, our initial attempts to contact the two lessees on the lease for **** *********** *** were unsuccessful. We were unable to reach one of the leaseholders for their signature. According to VineBrook standards and the lease agreement, all leaseholders must sign the lease agreement for it to be executed. After numerous attempts to reach both parties, we discovered that one lessee had changed their email address without informing us, which voided the previous attempts to get the lease signed. As the landlord, we can only contact residents who provide accurate contact information. According to the lease agreement, Section 16 Miscellaneous: any changes or alterations to the lease must be forwarded in writing. Additionally, Section 4 Occupancy of the Property requires that any changes in the number or names of occupants must be reported to the lessor.

  After the original lease proposal expired, we transitioned to the second proposal at the higher rate. This was necessary as the first proposal had expired. When the second proposal was sent, we were informed that one of the lessee’s email and phone number had changed. Since this information was not communicated to us, we proceeded with the second proposal. We must treat all residents fairly and equally, and the proposal protocol is determined by date and lease execution by the lessees. Unfortunately, we cannot make exceptions as this would compromise our commitment to fair and equal treatment for all residents.

  After numerous attempts to explain this, we were met with conflict, and you informed us that you would be submitting your 30-day notice. We accept your 30-day notice for the end of your lease on September 11th, 2024. We appreciate your residency with us and regret that we could not reach an agreement for you to stay.

  Thank you for your residency with VineBrook Homes. We wish you the very best in finding your next home.
  Best regards,
  
  VineBrook Homes

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This company is telling a complete and utterly lie. My husband's email was changed by the company. He has never had a different address. We do not even know how to update any contact information. The same email he uses now is the email he used when we signed the lease. Vinebrook also has his phone number in which if the email was rejected they could have called the tenants. Instead the company wanted me to fix their mistake. However this isn't about a wrong email. This is simple black and white as you can see in the attachments. It clearly states the lease must be signed by 8/31 after accepting the offer. I didn't make this proposal vinebrook did. And it is a breach of contract that a court of law would uphold. I also made no request to move or end the lease. I made a inquiry as to the process of moving so that if I go that route I can do so properly without penalties as this company is infamous for making up reasons to not return a security deposit and charge misc fees. I have proof of this via the email chain between I and this company. The fact that someone is lying on me intentionally is wild when I have all the paper trail. I think this is defamation if I'm not mistaking. I can't help it that the person who came up with the lease offer failed to word it properly. As I stated that is a vinebrook issue. I accepted the offer before the date indicated and it stated I had until 8/31/2024  to sign the lease or I would be moved to month to month. 08/31 has yet to pass. 

  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 08/02/2024

  Dear *** ********

  Thank you for your response. At Vinebrook, we prioritize truth and respect in all our interactions. Our team has carefully reviewed your inquiry, and we have detailed the relevant dates and processes below. We also acknowledge your communication history with our customer service team.

  We are pleased to inform you that we are renewing the lease for **** ***********, as previously offered by our onsite team. We kindly ask that all written and verbal communications remain respectful and professional, as indicated by the email chains.

  Lease Details:
  The lease for **** *********** expires on 09/11/2024.

  A lease proposal was issued on 06/24/2024. As with all Vinebrook homes renewals, this correspondence was sent to the initial leaseholder's contact number. The text stated:
  "Hello, this is Destiny with Vinebrook Homes. It’s time to sign your lease. We are offering an ‘early bird special’ if you sign your lease early. We are sending out your 1st proposal which is at a rate below market rent for your home. This offer will expire 2 weeks after receiving it. Your 2nd proposal will be at market rent for your home. If not accepted by your expiration date, we will move you to a month-to-month lease, which is an extra $150 a month, with rent increasing every 60 days if you are month-to-month."

  The lease proposal was sent via DocuSign on 06/25/2024. *** ******* received it, but *** ******** did not. The email address used in the original DocuSign was the one provided on the rental application. This application verification was sent via email on 08/02/2024, showing the email address in question. After verifying with *** ********, another DocuSign lease proposal was sent on 07/09/2024. Although this was slightly past the two-week deadline, we honored the early bird special due to the email complication, as it was only two days past the deadline.

  The final lease proposal is for a rental amount of $1820.00, as reflected in the most recent renewal email offer. If you decide to vacate, we require a 30-day notice.
  Regarding communication, we have noted a voicemail left on 07/25/2024, at 6:31 PM, containing excessive profanity and disrespectful language. We strive to resolve all concerns professionally and respectfully and hope for the same courtesy in return.

  We value your residency with Vinebrook Homes and extend our lease renewal offer as a gesture of our gratitude for choosing us for your housing needs. We look forward to working together to resolve this matter.
  Thank you for your understanding.

  
  Sincerely,
  
  VineBrook Homes

• Initial Complaint

  Date:07/22/2024

  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 found mold in June and put in a maintenance request. Maintenance came out a week later and said that there was a leak and that they fixed it, and they would be back a couple of days later to fix the mold. It is now almost August in the mold has yet to be fixed. I have stayed elsewhere due to the mold and health conditions. Someone went in on Friday, July 19th and took some of the wall down, but they just left it. All of the mold is still there and I have been paying for a home that I haven't been able to stay in. Bugs have been coming into the house as well. I asked about ending my lease as the issue has gone on for a month now and was told I would need to pay the rest of the months on my lease to end it. The issue is out of my control and, again, it has been a month.

  

  Business Response

  Date: 07/25/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We understand your frustration and apologize for any inconvenience you have experienced.

  Here's a detailed timeline of the actions taken regarding your maintenance request:

  June 21: Your work order was created.
  June 24: The work order was sent to our scheduling team.
  June 27: A technician was assigned, discovered a leak, and repaired it. The substantial water leakage required time to dry out.
  July 3: Management created a work order for additional drywall repairs.
  July 19: Our technician assessed the required work to finish the repairs.
  July 23: The remaining drywall was removed, treated with Kiltz, cleaned up, new insulation installed, and new drywall rehung.

  Currently, the only pending task is painting, which is in our scheduling queue.

  We understand the severity of mold-related issues and the impact they have on your living conditions and health. Your request for lease termination is taken seriously. Given the circumstances, we will review your request again with our management team to find a fair resolution.

  Thank you for your patience and understanding. We aim to resolve this matter as swiftly as possible.

  Sincerely,
  VineBrook Homes 

  Customer Answer

  Date: 08/04/2024

  I was unable to accept the resolution due to not knowing what the resolution was. The previous message stated that management was going to be spoken to about the resolution, but I never received any other final communication. After the BBB complaint was filed one wall was fixed, and the other was painted and baseboard replaced. The storage closet was also fixed. The issue of me paying rent during a time I could not stay at the home was not addressed.

  

  Business Response

  Date: 08/06/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. I apologize for any confusion or inconvenience you experienced regarding the resolution process.

  After reviewing the situation with our Maintenance team, we would like to clarify the following points:

  Habitability of the Home: Based on our assessment, the home remained habitable during the repair period. The major affected area was the exterior storage room. We ensured that all debris was contained within this storage room to prevent any impact on the interior living spaces.
  Repair Process: Once the affected areas were sufficiently dry, we promptly completed the necessary repairs on the exterior. This included fixing one wall, painting the other, replacing the baseboard, and addressing the storage closet.
  Communication: Our records indicate that during the repair period, you informed our technicians that you were on vacation. This allowed us to carry out the repairs without disrupting your daily living activities.

  We understand that you have concerns regarding rent payments during the time you could not stay at the home. We are committed to addressing this issue and ensuring clear communication moving forward. Please contact our office directly so we can discuss this matter further and find a satisfactory resolution.

  Thank you for your patience and understanding.

  Sincerely,
  VineBrook Homes 

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: going away for a pre-planned trip with my family on one weekend has nothing to do with being unable to stay in the home. The majority of damage may have been in a storage closet, but that still has nothing to do with the mold that was inside the home on the wall and holes that allowed bugs into the home. The interior wall is what was fixed along with the storage closet, and I was told it would be done  couple of days after stopping the leak, so it could dry out, not almost a month later. The mold sat there from the last week of June until July 22nd. I don't know how an assessment was completed, but the company wasn't there when I was repeatedly sneezing and had nose bleeds. I stayed in another person's home and had no respiratory issues while there but the sneezing returned when I would stop by the home to check on it. I know that businesses do everything they can to hold on to their money, but for something that was out of my control this is unacceptable. Even if the company didn't agree with canceling the lease, they did say that this situation would be taken seriously, and if that were the case there could've been some type of resolution given. So basically it feels like the company is saying "yes, you had a leak. Yes, you had mold and bugs coming into your home. Yes, it took almost a month to fix the mold issue. Yes you paid rent and weren't able to be there the full time, but it's fixed now, so we're saying you should've been able to stay there, and no matter what health issues you may have had, deal with it." 

  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 08/12/2024

  Dear *****,

  Thank you for taking the time to share your concerns with us. We understand how frustrating this situation has been for you, and we sincerely apologize for the inconvenience you’ve experienced.
  We acknowledge the issues you raised, including the mold, the delays in repairs, and the health concerns you encountered. Please know that we take these matters very seriously, and it is never our intention to disregard the impact they may have had on you.

  To address this, our team has reached out to you directly to offer a courtesy concession as a gesture of goodwill and to help provide a resolution. We hope this helps to alleviate some of the challenges you faced during this time.
  Your comfort and well-being are important to us, and we are committed to ensuring that all necessary steps are taken to prevent such situations from occurring in the future.

  Thank you for your understanding, and please don’t hesitate to reach out if you have any further concerns or need additional assistance.

  Sincerely,
  VineBrook Homes 

• Initial Complaint

  Date:07/16/2024

  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.

  I currently rent from vinebrook homes and my central air unit has been out since July 15, 2024 at 2am. I placed a maintenance request and followed up several times with no reply until I physically went into the office and was greeted rudely by the maintenance supervisor Mr Outis Williams who was not willing to offer any help and it was a heat advisory in our area with temperatures reaching 115 degrees. I had to call the office manager and she got me a window unit that was defective when it arrived. The unit they supplied is not getting cool and temperatures in my home have reached 88 degrees. I called to report it 2 hours after they brought the unit and nothing . I’m still left with being unable to work because I work from home and I was forced to relocate my family.

  

  Business Response

  Date: 07/19/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We deeply apologize for the inconvenience and discomfort you have experienced due to the issues with your central air unit.
  
  We have confirmed that your air conditioning was restored and is currently cooling as of the afternoon of July 16, 2024. We understand the urgency of your initial service request, which was submitted on Sunday, and regret that our response did not meet your expectations.
  
  We strive to provide timely and effective service, and we apologize for the delay and any miscommunication that occurred during your visit to our office. We also regret that the window unit provided was defective and did not resolve the issue as intended.
  
  Your comfort and satisfaction are important to us, and we are committed to ensuring that such situations are handled more efficiently in the future. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to reach out.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 07/19/2024

  
  
  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:07/16/2024

  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.

  I filled out application for a house with them uploading all the documentation that was asked for me and my daughter since she is over 18. I did this Saturday 7/13. I received an email from them Monday at 9.23 am stating I had an hour to submit the same information that I had already submitted. I wasn’t sure why since I submitted the same things for both me and my daughter. I sent an email for clarification so I knew what was wrong with first documents. I sent my email at 10.28 am I would say that is within the hour. I have not heard back from them on what is needed. I’m assuming someone else has got the property at this time I wouldn’t know! The part that made me contact BBB not that they haven’t talked me I understand it can be a process. I just know my process ain’t happening if you are not getting the info that is needed. Then my $60 I paid for applications and to be set up in their system I have been deactivated so I cannot even look at my application that I paid for. Now over 24 hours later the lady sends me the same exact email did not answer any of the questions that I asked. Awful customer service and even if they refuse to give refund I want this documented!

  

  Business Response

  Date: 07/18/2024

  Dear *********,
  
  We sincerely apologize for any frustration and inconvenience you have experienced during the application process. We understand how important it is to have clear and timely communication, especially when it comes to securing a new home.
  
  It appears that there may have been a misunderstanding regarding the submission of the required documents. We strive to maintain a strict application compliance timeline to ensure a fair and efficient process for all applicants, which is why our agent requested the necessary documents within a specific timeframe. We regret any confusion this may have caused.
  
  Regarding your application, it remained active until you decided to cancel it today. You should still be able to log in and view it, and we regret any inconvenience caused by the temporary deactivation. Please be assured that your application was being screened and processed according to our standard procedures.
  
  Please understand that the application fees are nonrefundable, and we apologize if this policy was not clearly communicated to you. We strive to be transparent with all our applicants and will ensure that this information is made more apparent in the future.
  
  We have attempted to reach out to you to discuss this matter further, but we respect your decision to pursue other options at this time. We genuinely regret that your experience with us has not met your expectations, and we are committed to improving our services based on your feedback.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  VineBrook Homes 

  Customer Answer

  Date: 07/21/2024

  
  
  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.

  They were very responsive once BBB was involved which was a good thing. I still won't send anyone there way. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:07/15/2024

  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.

  Have been renting with vinebrook for a few years now and nothing major has happened over the years but with the temps in the 90° over the next few days in Dayton Ohio our A/C went out 24 hours ago of making this post it haven't on Thursday July 11th not sure when it went out called in the pm late pm so I understand nothing could he done at that time but Vinebrook didn't sent anyone out Friday called Friday night to voice our concerns due to the fact our house is at 86° and we have 3 kids you can't live in a house without working A/C with kids at that temperature very unsafe. Have been called vinebrook since Friday which this has been made on Saturday around 930am this post and haven't heard anything from vinebrook and have called 3-5 times since this issue very unprofessional if you ask me you pay $1300 an month and this company doesn't value you at all if they did they would have taken care of this right away like most people would they could left a family sit over 24 hours with kids in a house without a/c

  

  Business Response

  Date: 07/18/2024

  Dear *******,
  
  We understand your frustration and apologize for the inconvenience caused by your air conditioning issue. After speaking with the team it appears the issue was resolved on Sunday, the 14th, by a technician once we were made aware.
  
  Please note that AC is not classified as an emergency, which is why the on-call technician was not dispatched by the call center after business hours, including weekends.
  
  We appreciate your patience and understanding during this time.
  
  Best regards,
  
  VineBrook Homes 

• Initial Complaint

  Date:07/10/2024

  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.

  My air unit has been out for several weeks now. They keep sending maintenance men out that have no idea how to fix the ac unit. It’s 103 degrees outside and I have 2 small kids with asthma. I’ve contacted them only to be placed on a waiting list for it to be fixed.

  

  Business Response

  Date: 07/18/2024

  Dear *******,
  
  We understand your frustration and sincerely apologize for the inconvenience you’ve faced with your air conditioning unit. After speaking with a member of our team, they have assured us that the unit was fully repaired and operational as of 7/16. We replaced the compressor, refrigerant, and filter drier.
  
  Our team made three attempts to fix the issues before proceeding with the unit update. We apologize for the delay, but we wanted to ensure that we exhausted all options first.
  
  Thank you for your patience and understanding.
  
  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:07/03/2024

  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 staying in this rental for a little over a year now and have been complaining and submitting maintenance requests for them to provide heat and air to the master bedroom. Every maintenance person says that the master bedroom was an addition to the house and that they can not help the situation. The company even told me they would have to send an outside company to come and look and I never heard anything. It is unacceptable that I am paying full rent and have to sleep in the living room. You can not find a corporate number and the people who answer the regular telephone number are not able to assist. So who do I go through? At this point, I am looking to contact a lawyer because I have children and this is not fair at all. It is getting extremely hot in St. Louis and I was dealing with the same issue during the winter time and getting extremely cold. I have had to buy two fans to put in the bedroom and it is still not doing any good.

  

  Business Response

  Date: 07/09/2024

  Dear ***********,
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience you have experienced. I understand how frustrating it must be to deal with the temperature issues in the master bedroom, especially with the changing weather conditions.
  
  I did speak to a member of our team and they have told me that they did speak with you, and you confirmed that the service supervisor reached out to you and explained that this room was added by the previous owner without adding vents and that we could offer a window unit. A technician is scheduled to install a window unit today (7/9). We have also offered you a concession for $100, the amount you stated you spent to make the purchase of the heater and you accepted.
  
  We appreciate your patience and understanding as we work to resolve this issue. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly.
  
  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:07/02/2024

  Type:Product 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 moved into a Vinebrook home on 6-27 and have had nothing but issue with this home. The home is roach infested. Upon cleaning the home it is roaches everywhere I notified Vinebrook on 6-27 I still have not gotten any call back yet. The home had a major leak and trying to get my water bill adjusted for the water leak and I can’t get anyone to return my calls to provide to the water company.

  

  Business Response

  Date: 07/02/2024

  Dear ***,
  
  Thank you for bringing your concerns to our attention. 
  
  Regarding the roach infestation, we apologize for any inconvenience this may have caused. There were no visible signs of a roach infestation during the YU inspection or the final walk-through prior to your move-in. We also haven't received any work orders or CSI reports regarding this issue until now. We will promptly enter a work order and have pest control assess the situation.
  
  Concerning the water leak and water service at the home, during the move-in process, a maintenance technician was on-site to assess the air conditioner. He checked all plumbing, faucets, and toilets, did not detect any leaks, and was able to have the water turned back on. 
  
  On 6/28, you entered a work order at 8:31 AM stating that there was a leak in your HVAC closet. A technician arrived by 10:11 AM and determined that the AC condensation line had been disconnected, which he repaired. This issue would not have caused any leak detected by the water company.
  
  On 7/1 at 10:00 AM, you entered another work order stating that the water company informed you the meter was running again. We promptly assigned a plumber to assess any underground lines. The vendor completed all necessary repairs that afternoon, and we have requested the invoice.
  
  At 6:00 PM last night, you requested a copy of the invoice to send to the water company. As soon as we receive the invoice from the vendor today, we will send it to you so you can submit it.
  
  We appreciate your patience as we work to resolve these issues. Please let us know if there is anything else we can assist you with.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have another leak in my home. There is water dropping above my laundry door. No one is thoroughly checking where the water is coming from. There has been an issue every day since I have moved in this home. AC not working water was leaking from hot water heater / AC room bath leaking now the ceiling in leaking water. I just want my issues to be resolved, and for someone to find out where this water is leaking from. The leasing agent and maintenance person were very aware of the roach infestation they were the ones that advised I put in a request which is what I did on 6/27 that evening. Mold in my shower. A big hole that was above my kitchen sink that the Maintenace person was supposed to fix. And let me not forget the BAT that was in my home, that I had to call and get removed. I have attached photos and videos of the problems. I am photos and videos of all of these things. I can email them to someone since this isn't allowing me to attach since the compress file is still to big
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 07/09/2024

  Dear ***,
  
  Thank you for bringing these issues to our attention. We understand your frustration and are committed to resolving these problems promptly.
  
  We have entered work orders for all the additional concerns you have mentioned. A vendor will contact you directly to schedule an inspection of both the roof and interior ceiling, as well as pest control services. We want to ensure that each issue is addressed thoroughly.
  
  I also attempted to call you to provide assistance on how to use your resident portal for entering maintenance requests, ensuring you have a straightforward way to report any future issues.
  
  Your satisfaction is our priority, and we appreciate your patience as we work to resolve these matters. If you have any further concerns or need immediate assistance, please do not hesitate to reach out to our office directly.
  
  Sincerely,  
  VineBrook Homes 

• Initial Complaint

  Date:07/01/2024

  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've moved into my current resident and have the same exact issues with water leaking into the utility room mothing as been done regarding the issue now the floor is mildewing and instead of correct the issue they want to keep having someone clean it. Mildew turns into mold, I have never been late missed a payment towards my rent yet I can not get the adequate maintenance of the unit. I have a child who sees an allergist and the condition of the unit is causing more issues

  

  Business Response

  Date: 07/08/2024

  Dear *******,
  
  We apologize for the ongoing issues you have experienced with water leaking into your utility room. We understand your frustration and the impact this has had on you and your family, especially considering your child's health concerns.
  
  Here is a summary of the actions we have taken so far to address your concerns:
  
  - **6/15:** You called in three work orders around 1 PM and 6:45 PM regarding no hot water. A technician responded and completed the work order the same day. However, you reported that there was still no hot water later that evening. Another technician completed the repair around 12 PM on 6/17.
  - **6/22:** You called in a new work order stating that the hot water tank needed to be replaced. This work order was marked as completed the same day.
  - **6/23:** You reported that the floor in the utility room where the water heater is located was lifting and there was standing water. A technician visited your home on 7/1 and cleared a clog in the “aquill” line.
  - **7/1:** You called in another work order about the standing water and mentioned that the area was mildewing. We have sent a work order for water extraction to a vendor to address this issue.
  
  We understand that simply cleaning the area is not a long-term solution, and we are committed to resolving the underlying problem to prevent further damage and health risks. Our team will follow up with the vendor to ensure that the water extraction is completed promptly and thoroughly. Additionally, we will inspect the area to assess and address any potential mold growth.
  
  We appreciate your patience and your continued timely rent payments. Your satisfaction and well-being are important to us, and we are working diligently to provide a safe and comfortable living environment for you and your family. If you have any further concerns or if the issue persists, please do not hesitate to contact us immediately.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  VineBrook Homes