Complaints

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

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• 

  Vinebrook Homes Ohio, LLC

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

  
• 

  Vinebrook Homes, LLC

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

• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  
• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Omaha

  8710 F St STE 118 Omaha, NE 68127-1532

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

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease ended on 5/7/25. I sent in a notice to vacate form to be out by 4/31/25. I left the keys in the mailbox on 4/31/25. I noticed on 6/2/25 they are charging me $1465.00 for rent. I emailed with a representative asking why. She said i had to physically turn the keys in. I apologized and stated that I had left them in the mailbox when I left at the end of April and told her I would immediately come to the office and turn the keys in. That was on 6/2/25 around 1030am. I apologized for turning the keys in late however they stated they will not compromise or take the $1465 rent charge away. I haven't lived at the home since April. I would like some sort of compromise or the rent erased. I rented from this company for 3 years and never missed a payment. I am a single mother and have never had an eviction on my record or missed a rent payment. I tried multiple times to come to a resolution with several options with the company being I haven't live at the home since April.

  

  Business Response

  Date: 06/05/2025

  Dear ********,

  Thank you for taking the time to share your concerns. We truly appreciate your three years of residency and your consistent payment history during that time. Your efforts as a responsible tenant have not gone unnoticed.

  We understand your frustration regarding the rent charge and the circumstances around the return of your keys. Per the lease agreement, keys must be physically returned to our office in order to officially conclude the lease and prevent further rental charges. Unfortunately, leaving the keys in the mailbox does not meet that requirement, as it does not provide confirmation that the home was vacated and secured.

  Additionally, during our occupancy inspection, photos were taken that indicated personal items remained in the home, suggesting that it was still occupied beyond the intended move-out date. These findings contributed to the rent charge for May. (see the attachment for these photos)

  We appreciate you reaching out and welcome you to contact our Customer Service Team at [email protected] or by phone at ************ if you need further assistance finalizing your move-out.

  Thank you again for your time with us, and we wish you all the best moving forward.
  

  Sincerely,
  VineBrook Homes 

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have put in a work order for them to come fix my air conditioner over a week ago. I'm still waiting for someone to get in contact with me to resolve this matter. Also put an work order in almost 3 week ago for the to come fix my closet still have hear from anyone.

  

  Business Response

  Date: 05/29/2025

  Dear ********,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in resolving your air conditioning and closet repair requests. Your comfort and satisfaction are important to us, and we appreciate your patience as we work to address these matters.

  Our records show that a vendor visited your home recently and attempted to restore your air conditioning. While the unit could not be repaired during that visit, the vendor communicated that they would be coordinating next steps with our Vendor Coordinator. In the meantime, we offered to provide temporary window units to help with the temperature in your home; however, we understand that you declined, as you currently have fans available and are comfortable waiting until the vendor returns.

  We’re also pleased to confirm that the closet repair has been completed.

  Our local team remains in communication with the vendor and will continue to follow up to ensure your A/C concerns are resolved as quickly as possible. Your property manager has provided you with their direct extension should you have any further questions or require an update.

  For any additional concerns, you may also contact our Customer Service team by phone at ************ or by email at [email protected]. We are here to help and want to ensure your needs are met.

  Thank you again for your understanding and for being a valued resident of VineBrook Homes.
  

  Sincerely,
  VineBrook Homes
  
  

   

  Customer Answer

  Date: 05/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been a persistent issue regarding a negative record associated with Vinebrook Homes on my rental history. Three years ago, a pre-existing misunderstanding resulted in an erroneous claim that you owed money and/or had been evicted. While you obtained a letter from their attorney at the time confirming the settlement of the alleged debt, this resolution has not been reflected in your rental history, causing ongoing difficulties in securing new housing.
  
  I am frustration with this situation. The inability to contact the original attorney and the unsuccessful attempts to resolve this directly with Vinebrook Homes are clearly unacceptable. We need to implement a more proactive approach to rectify this matter.

  

  Business Response

  Date: 05/22/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns. We understand the frustration this ongoing issue has caused, and we regret any distress you’ve experienced due to a negative mark on your rental history related to VineBrook Homes.

  Our records indicate that the issue in question was settled three years ago and at that time a settlement was reached. While a letter from our attorney at the time confirmed the resolution, we understand that this has not been reflected in your rental history, and we acknowledge the burden that has caused.

  While VineBrook Homes does not have the authority to alter court records directly, we want to support you in pursuing a more permanent resolution. In St. Louis, you may file a motion to increase the security level of the case, which functions similarly to sealing the record. We encourage you to visit the county clerk’s office, where staff can assist in guiding you through the steps to complete this motion.

  Per our policy, since there is no outstanding balance, we will not contest your petition. We fully support your efforts to have this record sealed or removed, and we are committed to cooperating with any formal process initiated by the court.

  If you need additional assistance or have any further questions, please feel free to contact us at [email protected] or call us at ************.
  

  Thank you again for your patience and for bringing this to our attention.

  Sincerely,
  VineBrook Homes
  
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My control panel for my home was out of date for 3 years plus. It took two years to get my panel up to code. They left open wires & a huge hole in wall. Water leaks causing mold in multiple rooms and they refuse to come fix it. This would be my 5 th time complaining in 3 years. My entire rental stay has been problems after problems and they refuse to do anything. Just temporary rig ups. They keep upping my rent but has not fixed anything AT ALL! My bathroom is full of mold with black small worms coming through the cracks. My freezer blows black specs onto my ice and I have no idea what it is. The fridge goes on and off. One of my stove burners don’t work correctly which resulted in a stove fire which then caused my teen to try to stop it and ended up getting 3rd degree burns. There is a Mice problem which they refuse to help with even though they inhabited this area before my move in. I spend thousands every month just to rent through a mediocre company with poor maintenance & management. I’m exhausted. I’m a single mother of 4 and work 2 jobs. I just want to come home to an operating home!

  

  Business Response

  Date: 05/20/2025

  Dear ********,

  Thank you for bringing these concerns to our attention and for working with our local team to agree on a plan of action. We appreciate your time and cooperation, especially with your busy schedule.

  A full walkthrough inspection is scheduled for May 27th at 3:15 PM. During this visit, our team will document the condition of the home, take photos, and review each concern with you. We’ve noted that many of the issues mentioned did not have existing work orders, and this inspection will help ensure everything is properly addressed.

  To prevent delays and avoid compounding issues in the future, please be sure to submit all service requests through your resident portal at resident.vinebrookhomes.com or reach out to our customer service team at ************ for help submitting service requests. This ensures your requests are tracked and handled promptly by our maintenance team.

  We are committed to resolving these concerns and improving your experience. Thank you for being a long-term resident. 
  

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/12/2025

  Yes, everything is fine. 

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/07/25 I applied for a house through Vinebrook homes. I was approved. 05/08/25 I was contacted by Vinebrook homes about my approval and for what home I would be approved for. I am a hcv holder and planned on utilizing this and the assistance of a social agency to assist in paying moving cost (deposit) for this property. I had given the case worker from the social service the contact information for Vinebrook homes and followed instructions per Vinebrook homes to pay a $200 fee in 48 hours of being approved. I did as such on 05/09/25 I supplied a money order in the amount of $200 to the office in kcmo 64120 and thought everything was fine. 5/14/25 I was contacted by Vinebrook homes and was told I was not going to be able to utilize the assistance to get my deposit paid and was talked to very harshly by ******* *****. As to why they were not willing to work with the agency stating they were not willing to supply what the agency needed which was a tax form and a lease. I was then demanded to either pay the remaining balance of $995 plus an additional portion for whatever rent would be since I have a voucher. When asked could I get more time to come up with the money I was told no and he is very disrespectful and rude. I then asked for a refund and was flat told no. But in Missouri non refundable fees cannot be charged it has to be held as deposit. According to Missouri tenant law. I just want a refund respectfully but Mr ***** is hard up to keep a fee he is not entitled to nor am I going to get the house.

  

  Business Response

  Date: 05/19/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns. We understand how important securing a home is and recognize the frustration this situation has caused you. We would like to take a moment to offer some clarity and address the issues you’ve raised.

  You applied for a VineBrook home on May 7, 2025, and paid a $200 hold fee on May 9, 2025, as part of our pre-leasing process. At that time, you also signed a pre-lease agreement, which outlines our policy that this fee is non-refundable if the full security deposit is not paid within the designated timeframe.

  We strive to be upfront with all applicants, including those using Housing Choice Vouchers (HCV), about our procedures. It is our standard practice to inform all prospects that the full deposit is due prior to move-in, and that VineBrook is unable to provide W-9s or tax-related documentation to third-party agencies during the application process. These documents are only available for current residents, not applicants.

  When United Way reached out to request a W-9 on your behalf, we explained this policy. We then advised that in order to move forward with the lease, the required deposit would need to be paid directly. Unfortunately, you informed us that this would not be possible. Because the home was held exclusively for you from May 6 to May 14—preventing others from leasing it—we were unable to refund the holding fee, as stated in the signed agreement.

  We also want to acknowledge your feedback regarding your interaction with a team member. We sincerely regret if you felt disrespected during any part of the communication. While we aim to maintain professionalism in all conversations, we also ask that our staff be treated with the same respect. Any inappropriate language or conduct makes it difficult to resolve issues productively.

  We genuinely wish this outcome had been different and understand the challenges involved when third-party assistance is part of the process. A copy of your signed document is attached and if you have further questions, we encourage you to contact our Customer Service team at [email protected] or call *************

  Thank you again for your feedback.
  

  Sincerely,
  VineBrook Homes
  
  

   

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was aware that VineBrook would be switching to a third party billing company called Conservice however I was not aware that there had always been some sort of issue with VineBrook paying sewer bills. I have paid a sewer bill each month along with my rent however I received an invoice last month 4/2025 from Conservice saying I would be double billed for 10/31/2024-11/30/2024 when the payment ledger clearly shows these payments were made by me. I spoke to a customer service agent who indicated VineBrook had gotten behind on sewer bill payments. This is an issue for me as it indicates I am about 5 months behind on something I’ve been paying to this company monthly since I started renting from them. So if VineBrook is behind on paying the sewer charges for the property it is not my fault and I should not be penalized for their mistake.

  

  Business Response

  Date: 05/16/2025

  Dear ******,

  Thank you for your message and for allowing us the opportunity to review your concerns regarding utility billing. We appreciate your patience as our team worked to reconcile your account and provide clarity.
  

  Our Utility Team has completed a thorough review of your billing history, and we would like to share the following breakdown for transparency:
  October 2024: Billed for usage from 7/31/24 to 8/31/24
  November 2024: Billed for usage from 8/31/24 to 9/30/24
  December 2024: Billed for usage from 9/30/24 to 10/31/24
  January 2025: Billed for usage from 10/31/24 to 11/30/24
  February 2025: No bill received
  March 2025: No bill received; transition to third-party billing began
  April 2025: Billing resumed under Conservice, our new utility billing partner
  May 2025: Billed for usage from 11/30/24 to 12/31/24 and 12/31/24 to 1/31/25

  We understand your concern regarding the April 2025 invoice, which appeared to reflect a charge for the 10/31/24 to 11/30/24 period—an amount that, as your ledger confirms, had already been paid. Please rest assured that your account has been reconciled to reflect all accurate payments made to date.

  As noted, during the transition to Conservice, there was a temporary delay in processing sewer charges. However, these charges were being collected each month along with your rent per your lease agreement and utility addendum. Any appearance of a delay in payment to the sewer provider is an internal matter and will not result in a double billing or penalty to you as a resident.

  We appreciate your continued communication and want to emphasize that no action is required on your part for the previously paid utility periods. If you notice any discrepancies or have additional questions, please feel free to reach out directly to our Customer Service Team or Conservice at ************ for further assistance.

  Thank you again for bringing this to our attention. We remain committed to ensuring accurate billing and providing clarity when concerns arise.
  

  Sincerely,
  VineBrook Homes
  ********************************** | ************

   

   

  Customer Answer

  Date: 06/01/2025

  I attempted to wait until 6/1/25 so that I could see if Vinebrooke would honor their statement about no longer being double billed. Attached is a screenshot of my latest rent ledger showing that they in fact did not make sure I wasn’t double billed for the sewer bill. To resolve this matter I need my ledger updated to reflect the correct balance with correlated dates owed on for rhe sewer bill.

  

  Business Response

  Date: 06/02/2025

  Dear ******,

  Thank you for your continued communication. We understand how frustrating it can be when billing questions arise, especially during a system transition. We appreciate your patience as we work to ensure your account is accurate and transparent.

  Our Utility Team completed a thorough audit of your account, and we want to assure you that you have not been charged twice for the same sewer billing service period. When we previously mentioned you would not be "double billed," we meant that you would not be required to pay for the same service period more than once. Based on our records, we stand by the results of the audit and want to provide you with a clear breakdown of your sewer billing timeline and charges:
  October 2024: Billed for 7/31/24 – 8/31/24
  November 2024: Billed for 8/31/24 – 9/30/24
  December 2024: Billed for 9/30/24 – 10/31/24
  January 2025: Billed for 10/31/24 – 11/30/24
  February 2025: No bill received
  March 2025: No bill received – Transition to Conservice (our new billing provider) began
  April 2025: Conservice billing resumed. We did not charge a bill to the ledger.
  May 2025: Billed for:
  11/30/24 – 12/31/24 | $79.58
  12/31/24 – 01/31/25 | $79.58
  June 1, 2025: Billed for:
  01/31/25 – 02/28/25 | $79.58
  02/28/25 – 03/31/25 | $79.58

  We understand how receiving multiple charges at once—especially after a billing delay—can be confusing or appear duplicative. However, these invoices are aligned with previously unbilled service periods and do not reflect duplicate charges.
  
  We are committed to accuracy and fairness in all resident billing. If you have any further questions or would like to review your ledger together, please don't hesitate to contact our Customer Service Team at ************ or **********************************.
  
  Thank you for bringing this to our attention and for being a valued member of our community.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/02/2025

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

  Thank you for your response regarding the utility billing concerns I raised. However, I must formally reject your explanation, as it implies that I am behind on sewer charges — a claim that is inaccurate and not supported by proper documentation.
  
  
  I have consistently paid my sewer charges directly to the leasing company each month as part of my rent since the beginning of my lease. If there was a delay in payment to the utility provider, that is an internal matter on your end and does not indicate any failure on my part as a resident.
  
  
  To date, you have not provided any resident ledger, itemized statements, or documentation clearly showing a missed or unpaid sewer charge. Without transparent evidence to support your claims, I cannot accept your explanation as valid.
  
  
  I request that you:
  
  
  Provide a complete and detailed ledger showing sewer billing from the start of my lease to present.
  Correct any duplicative charges, especially the double billing shown for June.
  Acknowledge that I am not, and have not been, behind on any sewer charges that were my responsibility under the lease agreement.
  
  
  
  
  Until this matter is resolved accurately, I reserve the right to escalate this dispute further. I appreciate your prompt attention and expect clear documentation supporting any future claims.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 06/05/2025

  Dear ******,

  Thank you again for your follow-up regarding sewer utility charges. We understand the importance of clear communication and appreciate the opportunity to reaffirm our position.

  Please be advised that we stand by the results of the audit previously conducted by our Utility Team. As stated, there has been no double billing—the charges reflected in your ledger are for separate, valid service periods.
  

  For your reference:
  01/31/25 – 02/28/25 — $79.58
  02/28/25 – 03/31/25 — $79.58
  Total billed on 06/01/25: $159.16

  We have attached both your resident ledger and a copy of your Utility Addendum, which governs the billing process. The addendum clearly states:
  “Landlord will remain the customer of record with the utility company, and Resident shall reimburse Landlord for payment of the actual third-party charges, based on usage.”
  

  This provision outlines that VineBrook remains the account holder with the utility provider and that residents are responsible for reimbursing the actual charges incurred. The agreement does not require billing to occur one service period at a time, and in cases where billing is delayed or multiple statements are received at once, it is fully compliant with your lease terms to post those charges together.

  For additional information regarding how service periods and billing dates are determined, we encourage you to contact Conservice, our third-party billing partner, at ************. They are best equipped to address questions specific to the timing of utility invoices issued to VineBrook.

  Thank you for your attention to this matter. We trust the attached documentation provides clarity and confirms the accuracy of your utility billing.

  Sincerely,
  VineBrook Homes
  ********************************** | ************
  
  

   

  Customer Answer

  Date: 06/05/2025

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

  Dear VineBrook Homes Customer Service,
  
  Thank you for your explanation regarding the billing process and posting multiple service periods together when billing is delayed.
  
  I understand that combined billing is generally compliant once the billing arrangement is established. However, I must emphasize that the charges I dispute are for service periods prior to my new lease and before Conservice began managing my utilities, which started on March 13, 2025.
  
  Additionally, my resident ledger from 2024, reflecting payments made under my previous lease, does not specify dates or detailed billing periods for sewer charges — it simply lists “sewer” as a lump sum. This lack of itemized billing makes it difficult to reconcile the retroactive charges Conservice is now seeking.
  
  Moreover, there was no transparency regarding any outstanding balance or overdue sewer charges at the time I signed my new lease on March 13, 2025. I was never informed that I was behind on utility payments, which I believe should have been disclosed prior to or during the lease renewal process.
  
  I have called and emailed multiple times requesting to speak directly with VineBrook regarding this matter, but I have yet to receive a substantive response or direct communication. Because of this, I must reject the current response as insufficient.
  
  Please understand that I am on a strict budget and cannot afford unexpected or surprise charges such as these retroactive bills. This adds undue financial stress and is unfair given the lack of prior disclosure.
  
  As such, these pre-March 13, 2025 charges were neither disclosed nor authorized in my previous lease or utility agreement, and I insist they be removed from my account immediately.
  
  I request a corrected statement showing only charges from March 13, 2025, onward, reflecting the terms of my current lease and utility addendum.
  
  Thank you for your prompt attention to this matter. I look forward to your confirmation.
  
  Sincerely,
  ******
  
  

  

  Business Response

  Date: 06/05/2025

  Dear ******,

  We understand your concerns and are committed to providing you with accurate and transparent information.

  Please review the following detailed response, which addresses the core points raised in your most recent message and provides documentation to support the charges on your account.
  

  Your Lease Responsibility for Utility Charges:
  Per both your 2023 and 2024 Utility Addenda (copies attached), VineBrook remained the utility account holder during your tenancy, and you, as the resident, agreed to reimburse VineBrook for the actual utility charges incurred. While the language in the addenda evolved slightly between 2023,2024, and 2025 leases, the core responsibility remains unchanged:
  2023 & 2024 Addendum Language:
  "Lessor's Account Utility Services to the Property will be billed by the utility company to and paid for by Lessor, and then allocated directly to Lessee for payment to Lessor based on the time periods which Lessor receives invoices from the applicable utility company (e.g., monthly, quarterly or other time periods), and based on the amount billed by the utility company.”
  

  2025 Addendum Clarification:
  "Landlord will remain the customer of record with the utility company, and Resident shall reimburse Landlord for payment of the actual third-party charges, based on usage."
  

  Both versions clearly state your responsibility is to reimburse VineBrook for utility usage, regardless of when the charges are posted. This includes charges that may be delayed due to the utility provider's billing schedule or internal changes.
  

  Pause in Billing During Transition:
  In preparation for the handoff to our new third-party billing provider, Conservice, VineBrook paused utility billing temporarily to ensure a clean and accurate transition. This pause was intentional and was made to avoid duplicate charges, missed postings, or billing errors as we transitioned between internal and external systems. You were notified of this transition via email on January 17, 2025. As a result, some charges posted after your March 13, 2025, lease renewal reflect valid service periods that occurred before Conservice's start date—but were not yet billed at the time of your renewal due to the transition hold.

  Advance Notice and Communication:
  By law, VineBrook is required to provide notice before posting utility charges. In every case, we sent you email notices to: *************************** with the subject:
  ****** ****** ** Invoice"
  Each notice included:
  The type of utility
  The applicable service dates
  The charge amount
  The expected posting date
  These emails were sent before each charge was applied to your ledger, as required. We encourage you to review your inbox to verify receipt of these communications.
  

  Billing Timeline & Documentation:
  To support your review, we've attached the following:
  Copies of each utility bill from 2023 into 2024 before the pause
  Your 2023 and 2024 Utility Addenda 
  

  Here is a full breakdown of your billing history for the dates you requested clarity about prior to your renewal:
  Service Period            Posted to Ledger
  11/20/23 – 12/31/23   11/20/2023 $68.14
  12/31/23 – 01/31/24   02/20/2024 $68.14
  01/31/24 – 02/20/24   03/20/2024 $68.14
  02/20/24 – 03/31/24   05/20/2024 $136.28
  03/31/24 – 04/30/24   06/20/2024 $68.14
  04/30/24 – 05/31/24   07/20/2024 $68.14
  05/31/24 – 06/30/24   08/20/2024 $68.14
  06/30/24 – 07/31/24   09/20/2024 $79.58
  07/31/24 – 08/31/24   10/20/2024 $79.58
  08/31/24 – 09/30/24   11/20/2024 $79.58
  09/30/24 – 10/31/24   12/20/2024 $79.58
  10/31/24 – 11/30/24   01/20/2025 $79.28
  Each charge corresponds to a specific period of sewer service during your active residency in the home. None of these entries reflect duplicated charges, and an invoice from the service provider backs each.
  

  Future Billing: As of March 13, 2025, utility billing is managed by Conservice, our third-party billing partner. You will now receive notifications and invoices directly from Conservice. Please monitor your email to ensure you remain current with any future billing notices.

  Final Position:
  We understand financial planning is essential, and we regret any stress caused by delayed utility postings. However, we want to assure you that based on the precise terms of your lease, the attached documentation, and the valid service dates, the charges in question are accurate and compliant and will remain on your account.
  
  For further details about utility bill timing or invoice origin, we recommend contacting Conservice directly at ************.
  
  Sincerely,
  VineBrook Homes
  ********************************** | ************

   

  Customer Answer

  Date: 06/05/2025

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

  I am formally rejecting VineBrook’s BBB response, as it fails to adequately address critical concerns regarding delayed utility billing, transparency, and the lack of updated resident records. Their explanation omits key facts and does not align with fair business practices or basic legal standards that protect tenants.
  
  1. 
  Lease Addendum Does Not Authorize Unlimited Delays
  
  My lease addendum states I am responsible for reimbursing VineBrook for utility usage. However, it does not authorize indefinite back-billing without proper and timely notice. Posting charges months after the service period—without clear communication or updated ledgers—undermines trust and violates basic principles of transparency and good faith in landlord-tenant agreements.
  
  2. 
  Delayed Billing = Financial Disadvantage
  
  Several charges were posted months after the actual service periods ended. The resident portal was not updated in real time, and no proactive notice was provided to inform me that these charges were pending. Without an updated ledger or consistent billing cycle, there was no clear way to track what I owed or when I owed it.

  This creates a situation where tenants can appear “behind” on charges that weren’t even visible or documented at the time — which is both misleading and financially irresponsible on VineBrook’s part.
  
  3. 
  January 17, 2025 Email Does Not Mention Billing Pause
  
  VineBrook claims that utility billing was paused to allow for a clean transition to Conservice. However, the January 17, 2025 notice contains no such language, and there was no warning that future charges would reflect delayed postings. If residents are expected to adjust to back-billed charges, this must be stated in writing at the time of the change — especially for those on tight budgets or fixed incomes.
  
  4. 
  Lack of Ledger Accuracy Prior to Conservice
  
  If VineBrook had utility data prior to the transition to Conservice, it was their responsibility to ensure the ledger was accurate before asking tenants to sign new leases or implementing a third-party billing system. Retroactive charges posted after the fact — without a prior balance shown — violate basic billing ethics and accountability.
  
  5. 
  New Water Billing Raises Serious Concerns
  
  I am now being told that VineBrook will also begin billing me for water through this same third-party system. Given the confusion and lack of transparency surrounding the sewer charges, I am rightfully concerned about how water billing will be handled moving forward. Will the same delays occur? Will I receive timely and detailed breakdowns? The track record so far does not inspire confidence.
  
  Reasonable Resident Expectations:
  
  Up-to-date ledgers that reflect real-time balances.
  Notice of any billing delays or system changes in writing.
  Transparency in all charges — including dates of service, posting dates, and utility provider references.

  This situation isn’t just about my account — it reflects a broader issue that could negatively affect vulnerable residents, including seniors and those on limited incomes. Back-billing months later without any way to track or verify charges in real time is not only unethical, but may violate state disclosure laws and fair housing standards.
  
  I request that the BBB review this case with these facts in mind, and I ask that VineBrook correct its process and records to prevent further harm to its tenants.
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in 3 months ago and for 2 months there is water in my ducts I’ve called and had several people out they only vac it out then never come back there is still sitting water in my vents I can’t turn the heat or air on because it sounds like it’s boiling in the vents. I’ve been calling for over a week and now they are not contacting me back. I have a 18 month old baby and scared for her health I’ve even told them that

  

  Business Response

  Date: 05/13/2025

  Dear *******,

  Thank you for reaching out and for your continued patience as we work to resolve the concerns at your home.

  We understand the seriousness of the issue you’ve described regarding water in the ductwork, and we recognize the added urgency with your young child in the home. Your concerns are absolutely valid, and we apologize for any inconvenience or distress this situation has caused.

  We can confirm that our approved vendor, Rob Property Rehab, is currently at your property to address the matter thoroughly. Please know that we are committed to ensuring the issue is fully resolved and will monitor progress closely until completion.

  Should you have any further concerns or need to speak with a member of our team, we encourage you to reach out directly by emailing ********************************** or calling ************.

  Your comfort and well-being are important to us, and we appreciate your patience as we work to make things right.

  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I am writing to formally advise that during a recent application for a rental property, I was made aware of an eviction action filed in the Missouri court in October 2023 by Vinebrook Homes LLC that has negatively impacted my ability to secure housing. I was never notified of this legal action, nor did I reside at the property in question during the time the alleged events took place. I have documented proof verifying that I did not live at the address when the eviction was filed.
  
  Upon discovering this erroneous filing, I contacted the court and was referred to the attorney's office representing Vinebrook Homes LLC. Unfortunately, my efforts to address the issue with the attorney's office were met with unprofessionalism, rudeness, and a complete lack of cooperation. I have also called the only phone number publicly listed for Vinebrook Homes repeatedly over the past two weeks. Each time, I was assured someone would return my call within two days—yet I have not received a single response.
  
  The only means of communication available appears to be through an answering service, which forwards messages without any apparent resolution or follow-up. This situation has created unnecessary stress, wasted a significant amount of my time, and forced me to hire someone to assist in navigating this matter—adding both financial and emotional strain.
  
  I am demanding that this issue be resolved immediately. The eviction filing is inaccurate and unjust, and it is now impeding my ability to secure housing. I request that Vinebrook Homes LLC and/or their legal representatives take immediate action to correct the record and remove the erroneous eviction from my file

  

  Business Response

  Date: 05/12/2025

  Dear Mr. ********,

  Thank you for contacting us and sharing your concerns regarding the eviction filing in Missouri. We understand the impact this situation has had and appreciate the opportunity to respond.

  Following a thorough review conducted by our Eviction Team, we found that the eviction action filed in October 2023 was related to an unpaid balance associated with your account. At this time, we have no records on file indicating a formal roommate release or any documentation confirming that you no longer resided at the property during the period in question.

  Additionally, our records show that multiple attempts were made to reach you via phone, text, and email regarding this matter. Unfortunately, we did not receive a response to those outreach efforts, which limited our ability to resolve the issue prior to legal action.

  We encourage you to contact our authorized collections partner, ****** ********, at ************. They are best equipped to assist you in reviewing your account, discussing the outstanding balance, $5,896.05, and providing guidance on any further steps needed.

  Per company policy, the balance on your account must be resolved before any updates can be made to your record. We are committed to working with you toward a fair resolution and encourage you to take the necessary steps with ****** ******** as soon as possible.

  Sincerely,
  VineBrook Homes
  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/4 the new fridge that was placed in my home went out. I put a work order in and a tech called me around noon saying he was sitting out in front of my home. I told him I was not there and could be home shortly. He said we are supposed to be able to go into your home even if you are not here I told him I changed my locks because I had two men try to get in my home at night and they said Vinebrook sent them . He commenced to telling me I was violating my lease and he hung up. I got email that same day about my so called violation no mention of correcting the bad fridge issue. On 5/5 I put another workorder in to advise that I would be home on 5/6 all day but what I got back was another email telling me I was in violation for changing my locks and I would be billed for a lock change but and threatening my tenure at the property but again no mention of the bad fridge. This problem with work orders has been going on since I lived here that I do most of my own work around here because I am a property manager and my techs come faster than where I pay my rent. If they had the same energy in rectifying the problem as they do in harassing residents they would not have such a bad reputation. I am going on now 3 days with no fridge, coolers in my kitchen filled with ice and food, no help from them and multiple threats about some locks. I am giving my notice but until then I want a fridge. I have a receipt for the food I bought on 5/4 that I’m trying to save that I want reimbursed.

  

  Business Response

  Date: 05/07/2025

  Dear Ms. ****,

  We sincerely apologize for the inconvenience caused by the delay in addressing your refrigerator issue. After the technician’s visit, it was confirmed that the refrigerator needs to be replaced. An appointment has been scheduled to complete this work, and we appreciate your patience as we resolve the matter.

  Thank you for speaking directly with your Property Manager. Please continue coordinating with the local team for any additional assistance—they remain your best point of contact for prompt support.

  Regarding the lock change, while we are obligated to enforce lease terms for property access, we understand your safety concerns and regret any distress caused by the communication. Your feedback has been noted and will be reviewed internally.

  For your food loss reimbursement request, please submit your receipt directly to the Property Manager so it can be evaluated per policy.

  We remain committed to resolving your concerns and thank you again for your patience.

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been renting from Vinebrook homes since February of 2024 and have had a constant plumbing leak that they have not fixed the entire time we have lived here. It has cost us money from the water leaking constantly and now lost wages as today the hot water handle blew off the shower and scalded my husband’s skin. We called Vinebrook yet again and was told by the answering service it would be 24 hours for Vinebrook to respond and we had to shut the water off to control the problem. My husband lost wages due to having to take off work and fix the problem himself. The plumbing still isn’t fixed even after a maintenance man came out yesterday. They have sent several people out and still have not properly repaired the issue. This has been an ongoing issue for well over a year and we have still yet to see resolution. I have requested compensation for my husband having to take off work and the repair we had to make on our own and the cost incurred for our water bill. My husband could’ve been seriously injured. We just want our plumbing fixed, we pay our rent and expect them to fix the problem. We have had them out here multiple times and they still haven’t fixed the problem. I believe our rent should be refunded due to them not fixing the problem for well over a year. We’ve had to take off work several times to be here for their repair man to show up and still have no resolution to the problem. They have never tested for mold which could cause potential health problems for my family or even replaced the drywall in the basement where the water leaked through the ceiling causing holes and stains in the ceiling. I have videos and pictures of the leaks. We couldn’t use our shower for several months last year because of the leak. We would like our rent refunded from the several months of their incompetence and neglect.

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for taking the time to share your concerns. We sincerely apologize for the frustration and inconvenience this ongoing plumbing issue has caused your household. Your experience is not the standard we strive to uphold, and we understand the impact that unresolved maintenance problems can have—especially when they affect your health, time, and financial well-being.

  We take the matter of the hot water handle incident very seriously. We are especially concerned to hear about the injury sustained by your husband and want to express our wishes for his swift and complete recovery.

  To address your current concerns, we have scheduled a technician to assess the reported concerns of possible biological growth. This visit is scheduled for Monday,5/12/225 between 8:00 AM and 5:00 PM. Should any issues be identified, we will take immediate and appropriate action to remedy them. We will also communicate all findings with you directly following the inspection.

  Regarding prior service, our records indicate that multiple technicians, including third-party plumbers, have visited the home over the course of the tenancy. In several cases, they were unable to replicate the reported leak. Additionally, we’ve noted challenges with accessing the property during some of these appointments, which has delayed full resolution efforts.

  As a reminder, when a resident submits a maintenance request, it grants our team permission to enter the property during business hours to complete repairs. While we always welcome residents to be present during visits, it is not required. If there are pets in the home, please ensure they are properly caged and secured for the safety of our technicians. 

  We acknowledge your request for compensation, including reimbursement for water bills, time off work, and rental refunds. While we understand the hardship, after a full review of your maintenance history and service notes, we will not be issuing a rent refund at this time. Our teams have made consistent and repeated efforts to address your concerns, including engaging third-party service providers.

  However, your feedback is important, and we are committed to ensuring this matter is resolved moving forward. Should our upcoming inspection confirm any additional repairs or remediation, we will act accordingly.

  Thank you again for your patience and for continuing to communicate with us. Please feel free to contact our Customer Service team at ************** or by email at ********************************** if you have any further questions.

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/02/2025

  Yes, they did fix the leak.  They did not repair the holes or stains in the bathroom ceiling but did replace the bathtub. They did not test our home for mold which is still concerning but they did spray a bleach spray into the ceiling.  

  

  Business Response

  Date: 06/09/2025

  Dear *****,

  Thank you for your update. We’re glad the leak and tub replacement were completed, and we understand your concerns about the ceiling and potential biological growth.

  A work order has been assigned to our third-party vendor, Faith Environmental, to inspect and address any biological growth. ***** from Faith Environmental will be contacting you today, 6/09/2025, to schedule this inspection.

  Once their work is complete, a maintenance technician is scheduled to repair any holes or discoloration in the ceiling.

  As these new service requests move forward, please be prepared to safely cage or secure any pets in advance of scheduled technician visits to ensure the work can be completed efficiently.

  If you need any additional assistance, please contact our Customer Service team at [email protected] or call ************. For future reference, your Resident Portal (***************************) is the fastest and most efficient way to submit and track service requests.

  We appreciate your patience as we complete this process.

  Sincerely,

  VineBrook Homes