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 has 21 locations, listed below.

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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 Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Columbia

  400 Northeasy Dr Suite D Columbia, SC 29203

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1 2024, we received a water invoice attached to our rent in the amount of 1,390.00. We requested a breakdown of the water bill showing us in black and white what the city was charging. Finally received what they claim the city sent after weeks of calling, and emailing. I was rudely told they are busy and will get to it when they can. We was forced to sign an agreement to pay said water bill amount so we wouldn’t be evicted for not paying rent. The water bill from the city reflects 4 months which was 820 in all. I have been reaching out trying to get a better understanding about how the bill say this amount but they want 1,390 from us. Since we have received the breakdown we have been getting ignored no response or call back. It is now time to pay rent again and Im still waiting on the same answer. It’s clearly a posting error and we just want the issue fixed. We should not be responsible for something they posted incorrectly. I’m posting here today because I’ve literally tried everything.. my next step is legal action.

  

  Business Response

  Date: 06/07/2024

  Hi *** *****,
  
  We reviewed your ledger and found inaccuracies in the charges from the City of Jackson. JXN Water has corrected the account, and we have updated your ledger accordingly. Your account now reflects the correct balance of $374.00. We apologize for any inconvenience this may have caused. If you have any further questions, please contact us directly at [email protected].
  
  Thank you!

  VineBrook Homes 

  Customer Answer

  Date: 06/07/2024

  
  
  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:05/30/2024

  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.

  When we first moved into our home with VineBrook we paid our utilities directly to the city of Hamilton. There were never any issues. Our utilities came out automatically and we were able to budget effectively. This is how it should be. I would pay my utilities for the month before (ie utlities from April in the month of May).
  However, about a year ago VineBrook decided that they would start to pay the city of Hamilton directly for our utilities and we would instead reimburse Vinebrook for whatever reason. This would be fine, if they actually charged us once a month for utilities.
  Instead, they have gone months without charging us and then charged us for multiple months at a time. I make my budget for ONE month of utilities and then all of a sudden am expected to pay backdated utilities because of VineBrooks failure to invoice us on time.
  I do not have the money to pay DOUBLE the utilities. This is not an issue we ever had when we were paying our own utilities and is a failure on Vinebrooks part.
  They will randomly send the invoices for past months, and then expect us to pay it with rent the following month.
  When we called and talked to someone about this we were told that there is "nothing that can be done and to set aside an extra $200 per month to prepare" This is unacceptable as this is not in most peoples budget.
  
  For example:
  -in April I was sent invoices for both February and March Utilities (totalling almost $500) and expected to pay that all with June rent.
  -I was not invoiced at all for utilities in the month of January
  - I was invoiced twice in the month of February.
  
  This inconsistency is a failure on VineBrooks part and does not allow us to budget and can put us in a really tough financial spot. it is on them to make right
  
  Vinebrook either needs to charge a set $200 per month in utilities and write off the rest or go back to allowing residents to pay their own utilities to the cities. Or expect us to take legal action or go to the news.

  

  Business Response

  Date: 06/04/2024

  Dear Ms. ********,
  
  Thank you for your inquiry regarding the utility billings for your rental. We understand your concern about the billing process, and VineBrook is committed to assessing and posting bills to resident accounts as quickly as possible upon receipt.
  
  If you notice that two months of billing appear on your ledger within the same month, you can address this by calling our customer service team. They will assist you in making a payment for one water bill, in addition to your rent, administration fee, and pet rent, which should help with your reported concern.
  
  As you mentioned, your water bills average $195-$225 each month. Setting aside this amount in your checking or savings account each month will help you prepare for these charges. This proactive approach can alleviate budgeting concerns and ensure you have the funds ready to cover your water and sewer usage, as stipulated in the lease agreement, which is the tenant's responsibility.
  
  VineBrook, as the landlord, is required to manage utility bills for our portfolio. Unfortunately, there was a time when unpaid bills accumulated, resulting in shutoffs. To prevent this, we ensure the bills are paid promptly to keep the utilities turned on.
  
  We appreciate the opportunity to serve your housing needs and thank you for choosing VineBrook as your home!
  
  Best regards,
  
  VineBrook Homes

  Customer Answer

  Date: 06/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  While you may pay the bills promptly you do not invoice tenants promptly. I am just now getting invoices for months prior. This is poor business management. you should only be billing one month at a time. Telling me to “set aside ____ amount a month” is not a reasonable solution, when one month I owe you $200 for utilities and the next month I owed you $500 because you failed to invoice me on time. Even though I “set aside the funds” that wasn’t enough to cover YOUR failure to invoice properly. 

  I was invoiced one month in May and two months in June, that was $600. How was budgeting $400 supposed to cover that? How do I make $200 magically appear? 
  

  Because I paid Hamilton Utilities on time, I know when their invoices come out. You should pay those and IMMEDIATELY invoice your tenants, not sit on them for months. I should not just now be getting invoices for 3 months ago. 
  this is unacceptable.

  on top of this, I was just sent an invoice for a month I already paid for so vinebrook is now trying to double charge. 
  whenever I call or email, I never get a response so reaching out to their so called customer service line is useless. they do not care about their tenants, only scamming us for every dollar they can and making sure we are put in a horrible position. 
  

  I demand they reimburse us for the months they double charged us, or look into adjusting their practices to charge a set price and write off the differences 

  This is unacceptable. 

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

  

  Business Response

  Date: 06/11/2024

  Subject: Response to Your Recent Complaint
  
  Dear *********,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced due to our billing practices.
  
  Upon investigating your complaint, we have identified that there was indeed an error in our billing process, resulting in you being overcharged. We will be issuing a refund of $228.70 to rectify this mistake.
  
  We understand your concerns regarding the delayed invoices and the impact this has had on your budgeting. We agree that our current invoicing process has caused unnecessary stress, and we are taking steps to address this issue.

  Your feedback is valuable to us, and we are committed to improving our billing system to prevent similar issues in the future. We will also review and enhance our customer service practices to ensure timely and effective communication.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter. If you have any further concerns or questions, please do not hesitate to contact us directly at [email protected].
  
  Best regards,
   
  VineBrook Homes

• Initial Complaint

  Date:05/29/2024

  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.

  Vinebrook Homes had a property we were looking into renting, but the property was not suitable. The doors were hanging off the hinges. paint peeling, and an underlying mold problem. I asked for refund and the company send a fraudulent check. They claim there were protection measures for the check but each bank I have went to has claimed the check to be fradulent. Now, I can't get ahold of anyone in corporate or accounting.

  

  Business Response

  Date: 05/31/2024

  Dear ******,
  
  We are truly sorry to hear about your recent experience with VineBrook Homes and appreciate you bringing these concerns to our attention.
  
  Regarding your complaint about the property at **** ******** *** **********, we understand that you were dissatisfied with its condition upon move-in. We promptly agreed to release you from your lease and issued a refund for the $762.50 hold fee.
  
  Here is a summary of the steps we have taken to resolve this matter:
  
  1. Refund Issuance The refund check was initially issued on 5/7.
  2. Reported Issues: On 5/24, you informed us that the check was deemed fraudulent by your bank, and this was escalated to our Accounts Receivable (AR) and Customer Service departments on 5/28. You mentioned that the bank stated the MICR code could not be read.
  3.Internal Resolution Efforts: We immediately submitted Ticket 03588462 for further assistance. Our accounting department clarified that we use a fraud protection system called "Teller Positive Pay." This system ensures checks cannot be cashed without being issued through our banking portal, Pinacle. On 5/28, we re-validated the check through Pinacle to confirm its authenticity and ensure it could be processed.
  4. Final Resolution: Despite the previous difficulties, we have been informed that the check has now been successfully cashed.
  
  We understand the frustration this situation has caused and regret any inconvenience you experienced during this process. Please feel free to reach out if you have any further concerns or questions. Our goal is to ensure all our residents and applicants receive prompt and effective assistance.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  VineBrook Homes

• Initial Complaint

  Date:05/24/2024

  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.

  I signed my move out paperwork before 30 into my lease being up. I have a message from management to pay rent up to my move out day. When I go to give them the keys they have me owing the entire month. I didn't even stay until my lease was up. I left on may 16th. Lease was up o. May 21st. The offices are not on the same page but they know hopefully this can mess up someone's credit especially someone that had no issues and lived in the house for 5 years.

  

  Business Response

  Date: 05/29/2024

  Dear *********,
  
  Thank you for bringing this to our attention. We apologize for any confusion and inconvenience caused by the billing error. 
  
  Unfortunately, your account was accidentally billed for a full 31 days for May's rent. We have since recognized this mistake. As you correctly noted, you vacated the property on May 16th, and your lease officially ended on May 21st. Our team has corrected the ledger to reflect only the 21 days of May that you were responsible for.
  
  Additionally, during the deposit accounting process, we assessed charges for painting and the final water bill. After these adjustments, we are pleased to inform you that you are set to receive a refund. This refund has been processed and put in the mail today.
  
  We appreciate your patience and understanding. Please feel free to reach out if you have any further questions or concerns.
  
  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:05/16/2024

  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.

  May 8th I received a letter from Indy eap for help on my bills they sent me a landlord affidavit I took it to office in Indy the 13th they told me to send to collections I sent it to them and they’re saying they can’t do it my lease is up 2 months and vinebrook is violating my lease by not helping me with simply filling out a paper stating which bills I pay and what I’m responsible for the office staff were rude and not helping at all I’ve been reaching out to different people I don’t owe anything my rent been paid I need help reaching corporate nobody is doing they’re job

  

  Business Response

  Date: 05/28/2024

  
  Dear ********,
  
  We regret to hear about your recent experience and appreciate the opportunity to clarify the situation. After speaking with your in-office team we have obtained more information about your case. 
  
  Initially, we could not complete the paperwork because it pertained to Citizens, which is under VineBrook’s name.
  
  However, once it was clarified that the paperwork was for AES, which is under your name (as the initial documents did not specify the utility company), we promptly completed the necessary forms. 
  
  We always strive to assist our residents and regret any inconvenience caused. For further assistance, you can reach out to our corporate office directly at [email protected]. 
  
  Thank you for your understanding.
  
  Best regards,  
  VineBrook Homes

• Initial Complaint

  Date:05/16/2024

  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.

  I applied to one of Vinebrook's rental houses and my application was wrongfully denied. I believe I may be a victim of discrimination or the company simply didn't do their due diligence. According to Vinebrook's rental criteria, an applicant is allowed to have certain misdemeanors as long as they are not from within the past 3 years. When my application got denied, they stated it was because my criminal history did not meet their requirements. However, the only 2 criminal charges that appeared on my screening were a misdemeanor obstructing official business and misdemeanor drug abuse, both from 2017. Due to the type of offense and age of them, they should not be grounds for denial. This is according to Vinebrook's own rental criteria posted on their website. Therefore, they have no legitimate reason to deny my application, unless they are rejecting my application based on different criteria or simply discriminating against me. According to law, they must use the same criteria for ALL applicants to determine eligibility. I have reached out to both the screening company and Vinebrook's customer service and they both claim they can't help me. Vinebrook refuses to compare my background check to their rental criteria to see that a mistake has been made. If they can't provide an explanation for why I got denied despite meeting their rental criteria then I will be contacting a lawyer. I spoke to a woman from vinebrook named megan via email on 5/14/24 and 5/15/24 but she hasn't resolved this issue. I also emailed Tasha Blackmon on 5/15/24 but she also could not explain why I got denied despite meeting their criteria. I would really appreciate vinebrook to take the time and look at my screening report to see that it meets their requirements, despite RentGrow denying it. At the very least I need an explanation.

  

  Business Response

  Date: 05/22/2024

  Dear Ms. ********,
  
  I apologize for the frustration you are experiencing. Upon reviewing your BBB complaint, it was determined that your application was denied due to criminal history not meeting our property rental criteria. Below, I have included information about the property you applied for and the rental criteria.
  
  Our rental criteria, which were recently updated on 5/10/2024, state that applicants will be denied for felony or misdemeanor offenses, including but not limited to property and drug-related crimes such as sales, manufacturing, or distributing.
  
  All credit and criminal disputes are handled by RentGrow, a third-party screening company responsible for all VineBrook screening processes. It is my understanding that you contacted RentGrow, and they did not make any changes to the screening results.
  
  Without a reconsideration from RentGrow, the denial remains in effect. While this may not be the outcome you were hoping for, it is our firm's policy to comply with our rental criteria, which is why we rely on a screening firm to evaluate all applications fairly.
  
  Thank you for your interest in VineBrook Homes. We wish you the very best in finding your next home.
  
  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:05/13/2024

  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.

  I paid for an application fee for a home and asked to see the home. I called and emailed daily to ask to see the home, but could never get anyone to call me or message me back. The home was posted and advertised as ready when i applied and paid. When I paid my application fee, the website said I would have 14 days from approval to move in. No one called me for days about my application or my approval. I knew I was approved because the site said so after a couple of day, but still no return call or email. I could only reach the call center each time. So I cold called everyone in the directory to ask if someone could please call me back so I could see the home I was approved for. I eventually got someone to answer and have another representative call me back. The representative told me that I could not see the home for another week or so because it was not ready. She asked me to pay an additional $200 to hold the house sight unseen, and if I didn't pay then they would cancel my application. So I went to the building and asked to speak to someone because that is not what was advertised. They had a sign on the door saying they were closed, so I took a picture and then someone answered the door because they were watching me (I didn't knock or anything because of the sign) I was told that the sign was there for "legal reasons" which I thought was weird but didn't ask. I was told (after someone called me after I left) that it didn't matter what was advertised online, I had to pay without seeing the home if I didn't want my application cancelled. I asked for a day to think about it.
  After my experience I decided it would be best to go elsewhere. Then I got an email today saying my application was denied due to my rental history not meeting requirements(when I have proof of approval) I hope they aren't attempting to negatively affect my credit in a retaliation because why would I be notified of a fake denial, or was the plan to take extra $200 and then say I was denied?

  

  Business Response

  Date: 05/21/2024

  Dear *******,
  
  Thank you for bringing this to our attention, and we apologize for any inconvenience you experienced during the application process. We strive to provide a smooth and transparent experience for all our applicants, and it appears that we fell short in your case. Allow me to clarify a few points and address your concerns:
  
  Our website did indicate that the home you applied for was "coming soon," and we apologize if this was not clear. We understand your desire to see the home before committing further, and we regret that this was not possible due to the home not being ready at that time.
  
  Regarding the $200 hold fee, this is a standard procedure to secure a home while it is being prepared. We apologize if this policy was not communicated effectively. Our intention is to ensure that applicants have a fair chance to secure homes once they are ready for occupancy.
  
  You mentioned concerns about the approval and subsequent cancellation of your application. Your application was indeed approved on 05/06, and as per our policy, it was cancelled on 05/09 due to the hold fee not being paid within the specified timeframe. The notice of denial you received was an error in our system, and we sincerely apologize for the confusion it caused. Your application was not denied; it was cancelled due to the hold fee not being processed.
  
  We would like to assure you that this cancellation will not negatively impact your credit. If you still wish to proceed with us, we can reactivate your application within 30 days and help you find another suitable home that is ready for viewing and move-in.
  
  We appreciate your feedback and will work to improve our communication and processes to prevent similar issues in the future. If you have any further questions or need assistance, please do not hesitate to contact our customer service team directly.
  
  Thank you for your understanding.
  
  Best regards,
  
  VineBrook Homes 

  Customer Answer

  Date: 05/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you did not address my concerns. It is advertised as available on zilllow, where I found the ad. I never saw it on your website. I was told I'd have 14 days from approval before I had to make a decision on the site where I applied. Then told I had to pay $200 to wait to see it afterwards. None of which was advertised anywhere. I want my app fee you stole back. I do not want to go with your company and I see you have a history of issues with clients from your poor reviews and lawsuits mentioned from a simple Google search which I wish I had done beforehand.

  I have since found a reputable company that advertises appropriately and made arrangements to move into a real home in 2 weeks. Thanks for wasting my time and I just hope you change your ways for future potential victims of your bad business practices. 

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

  

  Business Response

  Date: 05/29/2024

  Dear *******,
  
  Again, we sincerely apologize for the inconvenience and frustration you have experienced during the application process.
  
  Regarding the home you applied for, we apologize for any confusion caused by the listing status. While the property was advertised as ready, there were unforeseen delays in making it available for viewing. Our listing has since been updated to reflect its current status as “coming soon.”
  
  In light of your experience, we have decided to refund your $30 application fee. Additionally, we assure you that your credit will not be negatively impacted by this application process.
  
  We genuinely appreciate your feedback as it helps us improve our services. If you have any further concerns or questions, please feel free to contact us directly.
  
  Thank you for your understanding, and we hope to have the opportunity to better serve you in the future.
  
  Best regards,
  
  VineBrook Homes 

• Initial Complaint

  Date:05/08/2024

  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 previously opened up a request regarding the attic door. The previous maintenance man put a piece of wood as the door and is very thin, so all of the heat and air is evaporating through the roof of the house. I opened up another work order and maintenance man that came made fhe issue worse. He screwed shut the attic door with a piece of wood and it is crooked and not cut even when a attic door should have been ordered for the attic and cut appropriately. I woke up to my house being 66° as the heat in my home is evaporating to the attic, I need for someone to come out and look at this as this can be a fire hazard because now the opening to the attic is now screwed completely completely shut and I have no way of opening and closing it. This property is known for raccoon issues, I am now noticing the siding is pushing in under roof where the raccoon are know to gain entrance. I had reopened a request again and someone keeps canceling it. I am also noticing my energy bill is increased since the door was fixed the first time.

  

  Business Response

  Date: 05/15/2024

  Dear *****,
  
  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience caused by the issues with your attic door and the impact on your home's temperature and energy bills.
  
  After further review, it appears a member of our team spoke with you and confirmed that pest control was scheduled to visit your property Yesterday, 05/14.
  
  To resolve this, we have reopened your service request and will send a different technician to properly repair or replace the attic door. We will also inspect the basement door and address any issues. We are reviewing the repeated cancellations with the service supervisor to prevent this in the future.
  
  Thank you for your patience. Please contact us if you need further assistance.
  
  Best regards,
  
  VineBrook Homes 

  Customer Answer

  Date: 06/12/2024

  I did reach back out to ****** at Vinebrook Homes because the ceiling issue has not been resolved. The ceiling is bulging from the repair made

  See pictures attached.

  

  Business Response

  Date: 06/20/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We apologize for the inconvenience and frustration you have experienced with the attic door and related issues.
  After reviewing your complaint, we have taken the following steps to address your concerns:

  Pest Control: We have confirmed that pest control visited your home last week to address the issue of raccoons potentially entering through the siding. We will ensure that this matter is thoroughly resolved.

  Attic Door Repair: We understand that the current solution to the attic door issue has been inadequate and has resulted in increased energy bills and potential safety concerns. We have reopened the work order and will send a technician to properly repair the attic door. This will include ordering and installing a correctly fitted attic door to ensure proper insulation and accessibility.

  Service Request Cancellations: We apologize for the repeated cancellations of your service requests. This is not reflective of our service standards. We will be discussing this matter with our service supervisor to prevent such occurrences in the future.

  Basement Door: We understand that you are also experiencing issues with your basement door. This will be included in the reopened work order, and our technician will address this issue during their visit.

  We are committed to resolving these issues promptly and ensuring your home is safe and comfortable.

  Thank you for your patience and understanding.

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The ceiling was repaired and now it is bulging. I’ve called ****** and left a message regarding this. I never received a returned phone call. The basement door is fine.
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/27/2024

  Dear *****,
  
  After speaking with a member of your market team, they have confirmed that there is no active leak, only discoloration in the ceiling leading to the basement. We also confirmed that pest control eradicated and patched the hole where birds were previously getting in. A member of our team spoke to you today and during our conversation, you mentioned that you hear birds when you go outside the home. We asked if we needed to send pest control back out, but you responded that they did what was needed.
  
  We informed you that a vendor will be in contact with you to schedule an appointment to make the necessary repairs.
  
  Thank you for bringing this to our attention, and we apologize for any inconvenience caused. We are committed to resolving this issue promptly.
  
  Sincerely,
  
  VineBrook Customer Support

• Initial Complaint

  Date:05/03/2024

  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 reached out for months about a mini swamp in my backyard to my rental company. Ther eis also a putrid sewer smell at times in my home. After the 4th maintence call the other day, it was discovered there is a bisted pipe under the house and all of the toilet water,sink water and any other water is flowing back inder the house. To make matters worse, now we cannot bathe or use eirher toilet in my home. Maintenance tols me he put in a 911 call. No one has came out or contacted me in days. I have a child here who has health issues and is home schooled as well as myslef. I work from home as well. We have veen inhaling the toxins containing methane gas foem thr broken pipe for months.maybe even a year. Please help us. We have to get rooms and go to family as we can't use our tub and toilets for days now.

  

  Business Response

  Date: 05/15/2024

  Dear *******,
  
  Thank you for bringing this serious issue to our attention. We sincerely apologize for the distress and inconvenience caused by the plumbing problems in your home. The health and safety of our residents are our top priorities, and we deeply regret any negative impact this situation has had on you and your family.
  
  We have reviewed your case and the following service requests have been addressed:
  
  - **SR 01195674 (5/8 – Completed 5/10):** Main drain with cracks and broken pipe under the house was inspected. Despite initial attempts to snake out the drain being unsuccessful, the sewage clog was eventually removed and the lines were cleared by Old School.
  - **SR 01195681 (5/8):** Related repairs addressing the presence of black water and bugs, with significant leakage into the backyard.
  - **SR 01199565 (5/10 – Completed 5/13):** Bathroom plumbing repairs were completed, including replacing the cast iron pipe with PVC at a cost of $2500.
  - **SR 01199568 (5/10 – Completed 5/13):** Repair of the sewer main outside the home, addressing a dropped cleanout with an $1850 repair.
  - **SR 01199972 (5/13 – Completed 5/14):** Follow-up visit by a plumber to ensure all plumbing is working properly, including tightening the toilet tank bolts to stop leaking.
  
  Based on the completion of these service requests, the issues should now be resolved. However, given the severity of your situation, we want to ensure your complete satisfaction and peace of mind. 
  
  Please confirm if all issues have been adequately addressed or if there are any remaining concerns. We understand the urgency of your situation, especially considering the health concerns of your child and yourself. If there are any further problems or if immediate assistance is required, please contact us directly, and we will prioritize your request.
  
  Thank you for your patience and understanding. We are committed to ensuring your home is safe and comfortable.
  
  Best regards,
  
  VineBrook Homes

• Initial Complaint

  Date:04/26/2024

  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 had put in an application for a house and I have gotten nothing but the run around since the begin .. you call the number that you are given only to be told that you have to wait for someone to contact you n they never do … I have been given the bs so much that I am frustrated… You try to call and talk to a rental agent and you are told that someone would contact you wit in 48 hours . I was also told that they don’t receive any of my information which I know is a lie because I still have the emails from where I sent everything over . I wouldn’t recommend VineBrook to anyone at all .. I have been denied twice I think all of this is just unprofessional.i also paid $30 application fee that I can’t get back … RUN FAR AWAY DONT NOT RENT

  

  Business Response

  Date: 05/01/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We understand your frustration and want to address the issues you've encountered during the application process.
  
  We want to clarify that the delays and complications you experienced were due to circumstances beyond our control. As a Section 8 voucher holder, your application required approval from CMHA within a specific compliance timeline. Unfortunately, despite our efforts, we did not receive the necessary RTA approval within this timeframe, leading to the cancellation of your application.
  
  Initially, your application was processed and submitted according to our standard procedures. However, when we did not receive the required documentation back within three days, per our policy, we had to remove your application from consideration. Subsequently, upon learning of the changed package requirements from CMHA, we promptly resubmitted your updated information on April 19.
  
  Regrettably, as of April 24, we had not yet received approval, prompting us to cancel your application once more. It wasn't until April 25 that we finally received your approval. However, by then, the initial house you were interested in had been reserved by another applicant.
  
  We have been actively trying to reach out to you in the past few days to discuss alternative housing options and address your concerns. However, despite our efforts, we have not been able to make contact.
  
  Please know that we treat all applications with the same compliance guidelines and aim to provide fair and efficient service to all applicants. We sincerely apologize for any inconvenience or frustration you've experienced throughout this process.
  
  If you would like to discuss this matter further or explore other available options, please don't hesitate to reach out to us. We value your feedback and strive to improve our processes to better serve our residents.
  
  Thank you for your understanding.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 05/01/2024

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

  I am rejecting this because I have proof from cgi that everything was sent to you guys on April 18 th I reached out to you guys for 2 weeks no responds I have all the emails I can surely post them … section 8 sent you guys 2 different emails , my case manager even sent you guys emails and called and texted .. I had CGI reject the application I was told that CGI gave y’all plenty of notice before hand and yall didn’t responds I had a email from Peggy that’s works in yall voucher department she email me Friday and said that cgi was going to call me … No it’s reached out n said that the house was taken by someone else .. CGI sent the repeal letter twice again I have emails to prove everything that you guys are saying and doing is a lie .. 

  

  Business Response

  Date: 05/07/2024

  Hello *****,

  We understand your frustration, but let us clarify the situation. We did indeed receive communications from CGI and appreciate your efforts to provide documentation. However, it's important to note that compliance protocols must be followed diligently to ensure fairness to all applicants.
  
  Upon reviewing the timeline of events, it appears that there were some crucial steps that needed to be completed for your application to proceed. Specifically, the Rent Burden Test (RBT) was not initially provided, resulting in the first cancellation. Despite this setback, we promptly reapplied you and submitted all necessary documentation to HAP.
  
  Subsequently, there were further requirements from CGI regarding the lease agreement, which needed adjustments. We cooperated and made the necessary modifications promptly. Unfortunately, due to delays in communication and processing, the unit you initially applied for was allocated to another applicant.
  
  We did not abandon your application after the cancellation. In fact, we made concerted efforts to reach out to you, offering assistance to find an alternative unit and reapply. Regrettably, we did not receive any response from you, hindering our ability to proceed further.
  
  We remain committed to assisting you in securing housing within our program. However, effective communication and adherence to compliance procedures are essential for a successful application process. Please let us know if you are still interested in pursuing housing with us, and we will gladly assist you accordingly.

  Thank you, 

  VineBrook Homes 

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Monody reached out to me at all it took a couple of weeks to get a respond back .. ******** didn’t really communicate with anything was going on .Nobody reached and said that I could pick another unit the application was rejected on cgi end because no paperwork was sent over frt you guys . I just feel like VineBrook needs to learn how to communicate . The way yall call center is set up is crazy you give people the run around nobody can ever talk to the right person . I had my case manager n she got the same thing that I did the run around . I have read so many bad things bout you guys n it it’s ridiculous.. All of this could have been handled totally different again there was no communication after the fact 
  
  
  
  Sincerely,
  
  
  
  ***** *******