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 Pittsburgh

  2809 Banksville Rd. Pittsburgh, PA 15216

• 

  Vinebrook Homes, LLC

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

• 

  Vinebrook Homes

  3415 N 127th St Ste 300 Brookfield, WI 53005-3117

• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  

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: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,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/24/2024

  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.

  In September of 2023, I received a $270 sewer bill from Vinebrook Homes. I was shocked as my sewer bills were always about $45/$55 a month. After inquiring about it, Vinebrook sent me the breakdown of charges for 6 months, and stated that they could not confirm why they didn't receive invoices earlier or monthly. I told Vinebrook that there was no way I could pay an extra almost $300 for someone else's mistake, so they agreed to letting me make $45/month payments *in addition to* my rent and other regular utilities. This was not convenient, and it put a strain on me financially, but I agreed to those terms and made the payments for the next six months. Fast forward to this past Friday (April 19th, 2024) and my trash had been put out the night before as usual. When I came home from work, I went to bring the trash bin back up to the house when I noticed that my trash had not been picked up. Everyone else's trash had been picked up, so it wasn't an issue with the trash company. I looked back through my emails and saw that on March 26th I received an email from Vinebrook stating that "The date of service listed on the bill is:04/01/2024. The last date of service listed on the bill is:06/30/2024. Based on your occupancy dates, you are responsible for payment of: $51.99. We have issued a check to GATEWAY DISPOSAL to pay this bill." So on MARCH 26th they supposedly paid Gateway for my continued trash service from April 1 - June 30, yet I only received a balance due for that bill on April 20th, 2024. Something isn't right here and I have yet to get a response to the phone call and email that I've sent. This is TWICE now that Vinebrook has failed to ensure that the utilities which I am *required* to pay via Vinebrook has been improperly issued, resulting in a financial difficulty (with the Sewer bill), and now a disruption of service (with Gateway trash pickup). I would like a credit for the trash bill as I think that is a fair ask.

  

  Business Response

  Date: 04/29/2024

  Dear *******,
  
  We sincerely apologize for the inconvenience you've experienced regarding both the sewer bill discrepancy and the recent disruption in trash pickup service. We understand the frustration and financial strain this has caused you, and we genuinely appreciate your patience as we work to address these issues.
  
  Regarding the recent disruption in trash pickup service, we have thoroughly investigated the matter and discovered an internal error that led to the interruption in service for your property and others. We have taken immediate corrective actions to rectify the situation and prevent similar incidents in the future.
  
  In acknowledgment of the inconvenience you've faced, we have issued a concession to cover the cost of the trash bill that posted on your ledger on April 20th, 2024. This concession is aimed at easing the burden caused by the service disruption.
  
  We understand the importance of clear communication and reliable service, and we are committed to improving in these areas to ensure a better experience for all our tenants. Please don't hesitate to reach out to us if you have any further concerns or if there's anything else we can assist you with.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  VineBrook Homes 

  Customer Answer

  Date: 04/29/2024

  
  
  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:04/22/2024

  Type:Customer Service 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 April 17, 2024 we received a warrant for an eviction filing. Of course this comes as a surprise to us due to our rent is always paid on time. The plaintiff is listed as a **** ****** and **** ******, claiming they are the owners of the home. My husband and I have called and sent emails to the management company trying to speak with someone about this matter. We have to appear in court on 4/30/24 for the eviction filing. We have asked to be contacted about next step actions as we are in good standing with our lease with Vinebrook and don’t understand how this individual is claiming to be the owner of the home we have lived at since 2015. I would have thought this matter was as serious to them as it is to us.

  

  Business Response

  Date: 04/24/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention regarding the recent eviction filing. We understand how distressing this situation must be for you, especially considering your consistent adherence to rent payments and your long-standing residency with VineBrook.
  
  After investigating the matter further, it appears that the individual claiming ownership of the property is the previous owner who sold the house to the previous owners. This unexpected turn of events has understandably caused confusion and concern.
  
  We want to assure you that we are taking this matter seriously and are actively working with our attorney to address it. We have forwarded all relevant information about the upcoming court hearing to our legal team for thorough review. Additionally, we want to assure you that should this matter proceed to court, a VineBrook representative will be present alongside our attorney to support you and ensure your interests are represented.
  
  Please know that your well-being and satisfaction are of utmost importance to us, and we are committed to resolving this issue in a fair and timely manner. We ensure that you are kept informed of any developments as they arise.
  
  Thank you for your understanding and cooperation during this challenging time. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  Sincerely,

  VineBrook Homes

  Customer Answer

  Date: 05/02/2024

  
  
  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:04/11/2024

  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 only been here for 2 months I pay $1,640 every month so far not including the $2,000 I had to pay to move in this house there are big issues in this house that I believe they knew about before we moved in here because my current neighbors have told us about the issues of the home and why there has been four to five families in this home within the past 3 years I have standing water in my basement as we speak my basement is made up as if it is a front room with carpet and everything that an average front room would have I have been trying to get them to come out here and take care of this stuff I was told the first time it was nothing that they could do the second time they came out did something that we thought would work that didn't so I called Indiana foundation to come out in Indiana foundation told us that if they don't get out here and start digging that eventually the walls are going to cave through I woke up this morning to three to four inches of water through my entire basement but they want the rent but don't want to do the work so now I am willing to go to court because this is a safety hazard for my clients that are sick that I take care of everyday and my grandchildren and there is nothing done about it but they want me to pay rent for some place that I can't enjoy

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Thank you for submitting this inquiry. we apologize for the inconvenience this has caused you. after further review from our team we have more information about your case. 
  
  Our team has been in regular contact with you regarding the concerns you've raised, including the Customer service inquiry you submitted on 04/08. After our phone conversation on 04/09, we followed up with an email to recap your discussion. It was brought to our attention that Indiana Foundation assessed the property and highlighted significant concerns about the foundation, citing potential risks such as rotting wood and structural instability.
  
  Additionally, we discussed the presence of snakes in your yard, which, as per the lease agreement, falls under the responsibility of the tenant. Despite this, in an effort to assist you, Maintenance provided snake repellent, albeit against the terms of the lease.
  
  We've been diligently working to address these issues and have been in frequent communication with you since 04/09, including multiple conversations daily. Despite our efforts, it appears that the initial work order (01172653) did not fully resolve the issue, prompting a subsequent request. A vendor from QuickPro visited the property on 04/11.
  
  Given your dissatisfaction with the situation and your relatively short tenure in the property, we have obtained approval from your property manager to proceed with a mutual release from the lease agreement. During your conversation with our team last week, they informed you of this option and requested your preferred moving date to facilitate the necessary legal documentation.
  
  However, it came to our attention that during a follow-up visit from our vendor on 04/11, you mentioned to them that the work need not be completed as you were planning to move out, given our agreement to release you from the lease. Consequently, the work order was closed prematurely.
  
  Nevertheless, it's important to understand that the outstanding repairs will be addressed promptly. We have submitted a new service request to ensure that the necessary repairs, particularly regarding the water ingress in the basement, are completed promptly.
  
  During our recent conversations on 04/12, you inquired about the possibility of transferring residences and also sought clarification regarding your deposit. I clarified that while a mutual release has been approved, a transfer has not, and I provided information regarding the deposit refund process, assuring you that it will be handled within 30 days of your move-out.
  
  I hope this satisfies your request and clarifies any confusion. Please feel free to reach out directly to your property manager if you have any further questions or concerns.
  
  Best regards,

  VineBrook Homes

• Initial Complaint

  Date:04/09/2024

  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.

  We moved in on 4/5/2024. The day we moved in we noticed the bathtub was clogged. We tried to unclog it with a plunger but was unsuccessful. Shortly after we realized the toilet was also clogged and leaking at the bottom. We then went into the second bathroom in the home and noticed a leak at the bottom of the toilet and water was rising in the tub.I immediately went online and put in a service request. Per the lease this is considered a maintenance emergency. I have been calling Since 4/6/2024 and sent an email about this. I understand that it’s a weekend but I was told they have an emergency line and maintenance would be available. Every time I call the number to reach some one all I can do is leave a message with an agent. They can’t give you any information. All they say is I will pass this message along and some one will call you back. Today is 4/8/2024 and I’m still facing this problem at the moment there is feces n black water in the tub. I called the number again since it’s Monday and asked to speak with someone directly at the office and the lady stated she can only take a message. I have a one year old son and I’m currently experiencing. This is unacceptable,uninhabitable and unsanitary. There is no way this place should have been rented out with these conditions. We haven’t been able to bath or use the restroom the way we would like because of this situation. The agent who was helping while I was doing the move in process finally replied to my text message and told me I order to speak with someone I need to send an email which I already did. I asked about the policy to break the lease and she replied “ 30 day notice and 3 months rent”. We shouldn’t be responsible for this. When we moved this was already an issue. This wasn’t an overnight issue it’s an ongoing issue that I’m sure they were aware of and just didn’t care. There is no way we can live this way. We will take this all the way and take it to court because I refuse to pay one more dollar.

  

  Business Response

  Date: 04/15/2024

  Dear ******,
  
  We apologize for any inconvenience you have endured. After speaking with a member of your team in Dayton, it appears they have already been in contact with you last week and agreed to a mutual release of your contract and a refund of $2261.50. I hope this satisfies your request, and please let me know if there is anything else we can do for you.
  
  Sincerely,

  VineBrook Homes

• Initial Complaint

  Date:04/04/2024

  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.

  After renting from the company I issued a letter of notice saying that I would be moving causing the lease to end early. Prior to moving I also owed for the current month and was told that I could apply for a rent assistance program and as long as I had applied for this program there will not be an eviction filed. The program paid the rent due and the money due to the lease being broken in total about 5000 dollars had been paid to this company. This settled any money that was owed. Not only did the company still file the eviction notice but they also sent a judgement owed to a collection company. The eviction was dismissed by the company attorney but still left a negative impact on my name making it difficult for me to rent. Also as I attempted to rent a new property recently the company had told the landlord they never heard of me. They also got rid of any emails exchanged between us. I did my part in communicating with them and completed all steps in order to move prior to lease ending, I can’t understand why all the backlash and negative impact on my name.

  

  Business Response

  Date: 04/25/2024

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

  We appreciate you bringing your concerns to our attention, and we understand how frustrating this situation must be for you. We've thoroughly reviewed your account and the events surrounding your early lease termination and subsequent eviction process.

  
  Firstly, we acknowledge receipt of the rental assistance payment you made on 12/28, which significantly covered the outstanding balance. However, it's important to clarify that the eviction process was initiated prior to the receipt of this payment, on 11/28. As per our company policy, eviction proceedings were carried out accordingly.
  
  Regarding the impact on your rental history and the difficulty you've faced in securing a new rental property, we regret any inconvenience caused. We understand the importance of maintaining a positive rental record, and we take your concerns seriously. We will investigate the issues you've raised regarding communication and documentation within our company to ensure improvements are made to prevent similar issues in the future.
  
  Please accept our apologies for any confusion this situation has caused you.  If you would like to discuss this matter further or have any additional questions, please don't hesitate to contact your property manager directly. We're here to assist you in any way we can.

  Thanks,

  VineBrook Homes

  Customer Answer

  Date: 04/26/2024

  The company reassured me on several different occasions that they would not file eviction as long as the rental assistance process is ongoing. The eviction was filed in the courts on 12/22/22 and dismissed on 12/22/22 still leaving a derogatory mark on my records. This has caused me to be unable to rent here in Wisconsin. The company knew the rental assistance payment was being processed and still proceeded with the eviction process. We had a verbal contract that was broken. The apology doesn’t correct my record.

  

  Business Response

  Date: 04/29/2024

  Dear **********,
  
  We sincerely apologize for the inconvenience and distress caused by the misunderstanding surrounding the eviction process. We understand the frustration this situation has caused you and acknowledge that it has had a negative impact on your rental record.
  
  Please be assured that we take your concerns seriously. We want to clarify that our intention was never to breach any verbal agreements made regarding the eviction process during the rental assistance application period.
  
  Regarding your request to rectify the derogatory mark on your record, we want to offer our assistance in the process. You do have the option to petition to have the record sealed, and we would not contest that. However, it's important to note that this request must be initiated by you, as we are unable to do it on your behalf.
  
  Once again, we apologize for any distress this situation has caused, and we are committed to working with you to resolve it to the best of our abilities.
  
  Sincerely,
  VineBrook Homes 

• Initial Complaint

  Date:04/04/2024

  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.

  Multiple complaints have been filed to the housing company about flooding in the basement. Most recent was 4/1/2024.
  The basement floods every time it rains. Nothing has been done. The water goes under my dryer (the only place to hook to plug it in) and can cause either a fire or my dryer to be ruined. Paint is also peeling off the walls and mold is growing due too all the moisture. I have 2 little kids that live in the house with me.

  

  Business Response

  Date: 04/12/2024

  Hello *******, 
  
  We appreciate you reaching out. Our team has looked into your inquiry, and it seems that our service team is currently at your home. We've also noted several requests from you that our team has addressed. During a recent mold test, no results were detected. We had plans to regrade the backyard this spring, but unfortunately, the frozen ground and the current rainy conditions have delayed this process. Rest assured, someone will follow up with you regarding the next steps. Please don't hesitate to reach out if you need further assistance!

  Thanks,

  VineBrook Homes 

  Customer Answer

  Date: 04/15/2024

  
  
  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. As long as the problem gets fixed. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/02/2024

  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.

  Vinebrook homes has been giving me the run around for the past few months. They gave me until April 5th to be moved out the residence which i was. Now they’re trying to charge me rent for 5 days in April when i haven’t been living in the home since march 15th.

  

  Business Response

  Date: 04/12/2024

  Dear ********,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience this may have caused you. Our team has reviewed your inquiry, and it seems that there has been some communication with you regarding your upcoming move-out, which occurred last week, when your lease expired.
  
  Initially, you were notified of a non-renewal of your lease, which was later retracted. However, you expressed your decision not to renew. On April 2nd, 2024, our Property Administration Associate (PAA) spoke with you and provided details regarding your move-out process. 
  
  We attempted to contact you by phone last week, but unfortunately, we were unable to reach you. A voicemail and an email were left for you. As per the terms of your lease agreement, you were charged until Move out on April 5th.
  
  Last week, you returned the keys to your residence; however, you declined to provide us with a forwarding address.
  
  Please let us know if there are any further concerns or if you require assistance with your move-out process.
  
  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:04/02/2024

  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.

  They are overcharging on MSd sewer I have called and left messages and they will never return my calls. This company is a horrible company to deal with. I am elderly and a fixed income and I can’t afford this all the time.

  

  Business Response

  Date: 04/17/2024

  Dear ******,

  We sincerely apologize for the inconvenience you've experienced. Upon reviewing your account, we discovered an error in billing, resulting in an overcharge for sewer services. Rest assured, we have promptly credited your account for the erroneous charge of $101.44 and the error in the system has been corrected so this should not happen again. 

  We deeply value your patronage and understand the importance of ensuring fair and accurate billing, especially for those on fixed incomes. Moving forward, we are committed to improving our communication channels to ensure that any concerns or inquiries you may have are addressed promptly and efficiently.
  
  Thank you for bringing this matter to our attention, and please don't hesitate to reach out if you have any further questions or require assistance. We appreciate your understanding and the opportunity to rectify this situation.

  Thanks,

  VineBrook Homes

• Initial Complaint

  Date:03/26/2024

  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.

  I have entered into a lease agreement with vinebrook for 12 months. My lease doesn't expire until June 13th 2024 but I received an email for lease renewal just about a week ago so almost 3 months before my current lease is due to expire and it's only for 10 months. On top of that I feel forced because there are deadlines the lease has to be signed for so they don't even give time to consider all your options. I don't feel like that is fair and I am requesting it be extended to 12 months. The problem is that the rate increases and then just after 10 months it increases again? That's unacceptable. It's already hard enough to make it now from how everything has inflated and to know my rent will go up just 10 months later does not sit well with me especially with the fact that the first 6 months of me living in the vinebrook property I had constant maintenance issues. I feel like vinebrook is for profit only and don't really care to retain their residents because that doesn't make sense. Now I am willing to renew my lease but not for 10 months. To say it's because of holidays and that they don't renew on Fridays and certain days has nothing to do with me nor was I informed that this is what would happen after my 1st 12 month lease nor did it state that in the lease that I signed. I hope we can work something out and come to a mutual agreement. Please make an exception as this is unfair practice

  

  Business Response

  Date: 04/03/2024

  ******,

  We sincerely apologize for any inconvenience you've experienced. Following discussions with a member of our team, it seems they've been in contact with you and have reached an agreement, resulting in the signing of a 12-month lease. We trust this addresses your concerns. If there's anything further we can assist you with, please don't hesitate to contact us.

  Thank you,

  VineBrook Homes 

  Customer Answer

  Date: 04/03/2024

  
  
  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,
  
  
  
  ****** *****