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 Home Resident Services

  149 Weldon Pkwy Ste 117 Maryland Hts, MO 63043

• 

  Vinebrook Homes Jackson

  100 Business Park Dr Ste G Ridgeland, MS 39157-6015

• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Pensacola

  531 Carrier Dr Pensacola, FL 32506-6818

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

• Initial Complaint

  Date:07/11/2023

  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.

  Repeated issues with rental payment receipts despite sending copies of bank records, withdrawing monies from bank account outside of agreed upon date and in excess of amount agreed. Continually threatening eviction. No maintenance and/or repairs to property. Difficulty communicating with anyone via telephone. Just bad business.

  

  Business Response

  Date: 07/18/2023

  Hi *****,
  
  We sincerely apologize for any inconvenience you’ve
  experienced. We were happy to hear from our team that you were able to stop by
  the office and discuss your concerns with our Property Manager. Please reach
  out to us in the office if there is anything else we can assist you with! Thank
  you.
  
  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:07/10/2023

  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 rented the home on 05/26/2023 and had issues with the home; fortunately, they were fixed after multiple emails. Here comes 06/29/2023 and I tried to make my rent payment on their portal and was unable to find the home that I rented, and their app says I was inactive. I reached out to their answering service on 06/29/2023 and on 06/30/2023 I received a call back and was told by a guy that I had to wait until 07/01/2023 to pay it the reason why it wasn't showing up. 07/01/2023 came and it was the same issue, I called the answering service again and was told to wait until 07/03/2023 for a call back. That day came, no one called I called twice and still didn't receive a call until 07/05/2023. I was told by Dellia that she was stumped on the issue, but she would put in a request to collections to have them call me and if they didn't call by 4 call the answering service again and put in a request. 4pm came that day and of course no call so I called and put in a request as told. 07/06/2032 came and I was getting emails stating to reset my password and the link, but it still wasn't working, and no one still called about my payment. Then I received an email from a guy name KJ asking me to send screenshots of the issues and of course it still hasn't been fixed and now I have a $50 late fee added. So, I'm telling them via email I'm not paying a late fee when I have been trying to pay rent since 06/29/2023. So, then the property manager Frederick was emailing me then called me and I explained the situation to him, and he told me that he would try to figure something out as far paying rent and I would probably have to pay the late fee and then try to get it removed after to avoid eviction. Then I emailed him a possible solution just for him to email me back to say he looked over somethings and saw I didn't verify a link that was sent to me on 07/05/2023 when I just had explained to him that I couldn't verify open the links.

  

  Business Response

  Date: 07/14/2023

  Hi *****,

  Thank you for sharing your
  feedback with us. Our team informed us that our property manager was able to
  speak with you regarding your concerns. Per our property manager, the late fee
  will not be removed from your account, since you did not accept the password
  reset that was sent to you. If you have any additional questions, please
  contact us at **********************************. Thank you!

  Best regards,
  VineBrook Homes 

  Customer Answer

  Date: 07/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As I told him on the phone and sent screenshots as proof as I was unable to. I called multiple times, left voicemails and sent emails with no response. He also said it wasn't up to him to decide on removing the fee and to pay it and put in a request to have it removed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/18/2023

  Hi *****,

  The password reset was sent to you on July 5th and
  a member of our Customer Service team informed you that you would need to
  access RentCafe through the app and not the website if you were using your
  phone. Our Customer Service team also gave you the number for our Collections
  department on July 6th. The late fee was not charged until July 7th.
  We can see from your records that you registered with our portal on May 17th and have since accessed it many times. If you have any further questions,
  please contact the office to discuss. Thank you!

  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried both ways the app was first, and it still didn't work so I tried the website. Also, I have been calling the answering service since 06/29/2023 and no one returned my call. Just like KJ stated he would give me a call back after taking my payment and he didn't. Of course, I had to log in on my own to find out that IT had fixed the issue that his manager had to put in. I have call logs and emails showing that I was reaching out constantly just to always get the answering service and them putting in requests with no call backs. What I had access to I also sent screenshots of that as well to show I didn't have access to pay regardless of what you supposedly see me accessing. Access the call logs and emails; it says calls are being recorded. One of the screenshots is a phone (the app) and the other one is computer in case it's unclear which is which.

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

  

  Business Response

  Date: 07/21/2023

  Hi *****,

  Thank you for your patience while we looked into this
  further. Per the Property Management team, they have decided to reverse the $50
  late fee charge. If you have any other questions, please reach out to us at the
  office. Thank you!

  Best,
  VineBrook Homes

  Customer Answer

  Date: 07/21/2023

  
  
  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. Thank you and the property management team very much!
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air condition is out!!!!!!! It's 85 degrees in my house and no one will come out and fix it!. I've never been with a company that actually doesn't have maintenance on call for emergency situations. It's sad and not fair to me and my kids. Maintenance response was someone will be out Tuesday! So me and my kids have to stay in this hot house for over four days?!!!! What kind of human person with a heart does that? Ever since I've moved in, I've only been in my house 4 months it's been issues on top of issues. You call the answering service number they lie and act like someone will come out but in reality nobody never comes! They come when they get ready to. How is the whole maintenance crew off on the weekends and no one is on call? That is ridiculous and I probably won't even finish my lease with this company because I know if I have another emergency situation no one is going to come out that's not fair. This is the 2nd time my air has went out and I had a leak under my kitchen sink, they came out when they felt like it. Now it's literally 90 something degrees outside and me and my kids are stuck in a house in 85 degrees.

  

  Business Response

  Date: 07/10/2023

  Hi *********,

  VineBrook Homes
  takes all resident concerns and maintenance issues seriously. While we
  understand the frustration A/C issues may cause, we do not consider cooling
  problems an emergency. Our
  records indicate that your service request has been assigned and that our
  vendor will be arriving tomorrow for resolution. As a reminder, we ask that you do not
  submit duplicate requests as this will result in the cancellation of your
  ticket. Thank you for being a valued VineBrook resident and we look forward to the opportunity to resolve this matter. If you have any additional questions in
  the meantime, please reach out to us at **********************************.

  -VineBrook Homes

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On the website is shows what's an emergency maintenance issue and cooling is on there as one, but yet in still it took five days for someone to come out then they came and didn't resolve the issue it is still 85 DEGREES in my house!. I wouldn't recommend Vinebrook homes to no one. They dont care about their residents were sitting here paying almost 1400 for rent in a hot house that me and my kids can't even enjoy. It's ridiculous! And this company is sorry. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  That day it was 66! Any other day it's 85 or higher in my house, today it is 89 degrees in here. I uploaded a pic to show. This is ridiculous you know how many maintenance requests I have put out just for this raggedy air unit y'all have in this house! I've lost count. 
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 07/21/2023

  Hi *********,

  We understand your frustration and we sincerely apologize for
  the delay in addressing your service request concerns. Your service request was
  passed along to our vendor who will be making the repair and will be reaching
  out to you shortly to schedule. If you have any additional questions in the
  meantime, please don’t hesitate to reach out to us. We thank you for your
  patience and understanding as we work to resolve this issue.

  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:07/07/2023

  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 got the keys and signed my lease yesterday. I went over to house to sweep today and start cleaning and noticed a lot wrong, especially when I was told the carpets were professionally cleaned as they weren’t in a bad enough state of needing replaced (although the tenants before seemed to live there for 5 years according to Zillow) and the house was painted.
  
  There are scribbles on walls in the master bedroom and living room. As well as burn holes and stains in the carpet. After sweeping (which I emptied the canister and took photos after each room which were emailed to Vinebrook) it seems as though nothing was even swept really.
  
  The front window doesn’t close correctly or lock. The garbage disposal doesn’t work, the air conditioning or water heater seems to have a slow leak and we have no garbage can to even throw the trash/wood clippings and countless random screws and nails away in

  Customer Answer

  Date: 07/07/2023

  Complaint:
  I got the keys and signed my lease yesterday. I went over to house to sweep today and start cleaning and noticed a lot wrong, especially when I was told the carpets were professionally cleaned as they weren’t in a bad enough state of needing replaced (although the tenants before seemed to live there for 5 years according to Zillow) and the house was painted. There are scribbles on walls in the master bedroom and living room. As well as burn holes and stains in the carpet. After sweeping (which I emptied the canister and took photos after each room) it seems as though nothing was even swept really. The front window doesn’t close correctly or lock. The garbage disposal doesn’t work, the air conditioning or water heater seems to have a slow leak and we have no garbage can to even throw the trash/wood clippings and countless random screws and nails away in. Very unsanitary and unsafe for my family to live in. We do not plan to move in for another week please rectify the issue before then if possible. This is unbelievable for a 1700 a month house.

  Consumer’s Desired Resolution:
  Finish the Job

  

  Business Response

  Date: 07/13/2023

  Hi ******,
  
  Thank you for reaching out to us and bringing your concerns to
  our attention. We apologize for any inconvenience and dissatisfaction you may
  have experienced with the condition of your home at move-in. We have been
  actively working to address the issues you raised since our initial
  communication on July 5th.
  
  We appreciate your patience and willingness to work with us to resolve these
  matters. We value your satisfaction as a resident and are committed to ensuring
  that your home meets the standards you expect. If you have any further
  questions in the meantime, please feel free to reach out to us. Thank you!
  
  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:07/07/2023

  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.

  Been renting from company over a year they have failed to provide a livable space. There is mold growing in both bathrooms, a tree on top of my car outside that’s been there for 2 weeks, the home is not insulated so humidity throughout the home

  

  Business Response

  Date: 07/14/2023

  Hi Brittany,

  Your satisfaction as a
  VineBrook resident is invaluable to us, and we sincerely apologize for any
  inconvenience that you may have incurred. Our service team informed us that
  they spoke with you yesterday regarding your service request concerns, and a service
  order was submitted with our vendor. If you have any additional questions in
  the meantime, please contact us at [email protected]. We look forward to working towards a resolution!  

  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:07/06/2023

  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.

  Security Deposit
  Amount Involved $780.00
  Moved Out 4/26/23
  
  When we moved out, they said to turn in keys - no walk throu. They wrote all items that we cannot dispute for instance 1) $180.00 for mini blinds we lived there 8 years, made of plastic, sun shineing on them makes them brittle. 2) Rehang bifold doors I did. $20.00. They lied. 3) Move out sewer $27.29. We were paid up with water and sewer. How can they charge us!

  

  Business Response

  Date: 07/10/2023

  Hi *******,
  
  Thank you for bringing your concerns to our attention
  regarding your recent move-out. The $180.00 charge was for the replacement of
  the blinds. It is stated in our Move Out Policy & Procedure document that
  the resident is responsible for replacing any broken blinds prior to move-out. The
  charge of $20.00 was applied for rehanging the bifold doors. The charge of
  $27.29 was applied for the final water bill. If you have proof of payment for
  the water and sewer charges, we will gladly remove this charge. Please provide documentation
  as soon as possible so we can rectify the issue. I want to assure you that we
  take resident concerns seriously, and we strive to ensure a fair and
  transparent move-out process. If you have any additional questions or require
  further clarification, please contact us at **********************************.
  Thank you!
  
  -VineBrook Homes

• Initial Complaint

  Date:07/05/2023

  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 has failed to repair damage from tornado damage that was done during tornado in March 2023. This is now July 2023. Any maintenance requests have been closed as work completed although no work has been done. Trees that have destroyed privacy fencing and massive damage to the roof (resulting in leakage) has not been completed or attempted. Nothing has been done even though repeated leaking occurs with each rain event. No maintenance has been performed in the 3 years the have owned the property.

  

  Business Response

  Date: 07/12/2023

  Hi ********,
  
  Thank you for bringing your concerns to our attention. We sincerely
  apologize for any inconvenience you may have experienced. Please allow us to
  address your concerns and provide you with an update on the situation.
  
  We acknowledge that the tornado caused damage to your property
  at the end of March. Our team promptly responded to the situation by conducting
  a survey, taking photos of the damage, and installing a tarp on the roof to
  mitigate further damage in the days following the storm. When the tarp blew off
  a portion of the home, we promptly dispatched our roofing vendor to ensure the
  tarp was securely reinstalled. In addition to the initial tarps, our vendor
  installed an additional tarp to provide further protection.
  
  Additionally, our team conducted a survey of the interior of
  the home and found no damage.
  
  We expect the roof to be repaired within the next few weeks,
  along with the landscape clean up and fence repair/replacement. Our Service
  Supervisor has been providing you with weekly updates on the progress and anticipated
  start date for the repairs.
  
  We thank you for your patience and understanding as we work
  to resolve this! Thank you.
  
  -VineBrook Homes

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is inaccurate information in the photos attached my keys were turned in on the morning of the 1st. The house was posted to re rent before the 18th of june. I am not responsible for rent when i had turned in the keys. There was also many maintenance requests put in that were never fulfilled and many emails sent about carpet being changed and that was never fulfilled either. I do not feel i should have to pay for these charges.

  

  Business Response

  Date: 07/12/2023

  Hi ******,
  
  Thank you for bringing your concerns to our attention regarding
  the charges on your move-out statement. We apologize for any inaccuracies and
  inconveniences caused during this process. After reviewing your account, we
  agree that there were errors in the charges, and we are committed to rectifying
  the situation promptly. We have initiated the process of revising your move-out
  statement to have the following charges removed from your account: month-to-month
  fee, admin fee, rent, and carpet damages.
  
  We are diligently working on the revisions mentioned above,
  and we will send the revised move-out statement to the forwarding address you
  provided at the time of move-out. Please expect to receive this statement soon.
  
  We appreciate your patience and cooperation throughout this
  process. If you have any further questions or concerns, please do not hesitate
  to reach out to us. Thank you!
  
  -VineBrook Homes

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air conditioner has been an issue since I moved in 2021. I was told to put a request in and did so on May 30, 2023. I paid $773 to go stay at a hotel due to my air conditioner and my kids health. They didn't come fix my air conditioner until 6/14. It's now broke again. I put in another request on 6/23/23 and 6/25/23 and heard nothing back. I'm pregnant and high risk and something needs to be done ASAP!
  
  They are refusing to credit my rent or reimburse me anything, knowing that myself and kids have asthma and I need that credited or refunded.

  

  Business Response

  Date: 06/29/2023

  Hi *******,

  VineBrook Homes takes all resident concerns and maintenance
  issues seriously. While we understand the frustration that A/C issues may cause,
  we do not consider cooling problems an emergency. Our
  records indicate that the request for service of the air conditioning unit has
  been assigned to a technician. We kindly ask that
  you do not submit duplicate service requests for the same issue, as it can
  cause confusion and delay in resolution of the request. If you have any further
  concerns in the meantime, please contact us at **********************************. Thank you!

  -VineBrook
  Homes

  Customer Answer

  Date: 06/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this ain’t the first time they took so long to come fix my air. This has been an issue since 2021. Vinebrook employees through customer service are rude and constantly show that they can care less about their residents. I showed proof of receipts saying how much I had to spend on hotels and I can’t upload all of them. They refused to credit my account or take something off my rent due to the inconvenience. I have a soon with gastrointestinal problems and very bad Asthma and myself has asthma. I have pics of it being 80,85,87, and 91 in my home. I’m now doing month to month and each house that I chose to move in they tell me that it’s not ready. When I call the Vinebrook customer service line they tell me it is ready and it’s showing on the site. Someone in the office has an issue with me an has been treating us very unfairly. An something more than a reply to an email needs to be done about it. It’s an emergency when my son vomits due to his health issues and both of us having asthma and I’m high risk while being pregnant. They are very inconsiderate and selfish towards us.
  
  
  
  Sincerely,
  
  
  ******* *****

  

  Business Response

  Date: 07/10/2023

  Hi *******,
  
  Our records indicate that our property management team has made
  several attempts to contact you regarding your concerns. Our team reached out
  to you using both numbers listed in our system. Unfortunately, we have not been
  able to connect with you directly. Regarding your HVAC system, our technician
  determined that part of the problem was a neglected air filter and the thermostat
  being set at a very low temperature. This led to the board being wet and requiring
  replacement. We have since replaced the board, and your air conditioning is now
  functioning properly. Regarding your rental concerns, we have provided you with
  the price range you would qualify for, and our management team has been
  actively working with you to address various issues. If you have any additional
  questions, please email us at **********************************.
  Thank you!
  
  -VineBrook Homes

• Initial Complaint

  Date:06/28/2023

  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.

  I put an application in for the hardship program for july 1st rent. However ****** ******** called me one time and did not leave a voicemail. He sent me an email and gave me his extension. I have been calling him ever since then with no response. I also called the call center and asked for an return call and still have not received it . This is frustrating when I have never been late on my rent and i reached out for help and still have not heard anything.

  

  Business Response

  Date: 06/28/2023

  Hi *******,

  We were informed by our Property Manager that he was able to connect with you over the phone to discuss your hardship application. If you have any additional questions, please don't hesitate to reach out us at *********************************** Thank you for being a valued VineBrook resident!

  -VineBrook Homes

  Customer Answer

  Date: 07/05/2023

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