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 Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Columbia

  400 Northeasy Dr Suite D Columbia, SC 29203

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

• Initial Complaint

  Date:03/06/2023

  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.

  I am a former resident of Vinebrook Homes. My lease ended on Nov. 14, 2022. I paid my final ***** ******* **** water bill of $37.70 for the dates of (10/13/22-11/14/22) on Nov. 23, 2022. I received a ***** ******* **** water bill for the dates of (12/14/2022-1/17/2023) for $54.20 when I was not a resident. I contacted the ***** ******* **** water dept and they stated that Vinebrook Homes never transferred the water account back to their company after my lease ended. I contacted Vinebrook Homes and have not heard back from anyone. I've called and went to their office in person and they are not responding. I received another bill for $60.55 for the dates 1/17/23-1/24/23. I want this water bill paid and my name removed from the account immediately.

  

  Business Response

  Date: 03/13/2023

  Dear former resident,

  When any VineBrook tenant gives notice, they are automatically emailed a
  Move Out Acknowledgement letter (included) which does inform them that the
  transfer of utilities is their responsibility to complete the day after they
  have returned keys.
  
  Unfortunately, its not a part of our process to disconnect
  accounts for past residents. When a resident disconnects their own bills, the
  bill will automatically re-enroll in VineBrook's name, but unless this happens,
  or we find the utility off and not in our name, we do not seek out accounts.

  Thank you for being a part of the VineBrook community and we wish you the best moving forward.

  VineBrook Homes

  Customer Answer

  Date: 03/14/2023

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

• Initial Complaint

  Date:02/27/2023

  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.

  We moved in on 2/04/2023. We have had multiply issues from; leaking sink (that they came out twice to fix), heat stopped working, Flooding in the basement is the next issue (this is our second time with this issue.) We are not able to get comfortable in our home due to the ongoing issues. Flooding can cause mildew and mold, we have small children in the home and those are things that are not acceptable. Whomever inspecting the home did a poor job and the maintenance individuals are just placing patches over the issue (for better lack of words) but NOT fixing the issue so that it will not occur again. The first flood the maintenance individual replaced the sub pump and explained that it is a tree that needs to be cut down in the front yard because the branches is what is causing the back up-This was on 02/23/2023. On 02/27/2023, We have water literally pouring through basement from the basement window, WOW !!! In not even a month we are experiencing things that just should not happen. A FULL inspection from the city needs to occur again!

  

  Business Response

  Date: 03/23/2023

  Dear resident,

  These issues have been resolved fully. The basement water issue was due to a block window issue which we had replaced, 3/1 and the sink was also repaired on 3/21. We are happy that we were able to resolve these issues and value your trust in us.

  VineBrook Homes

• Initial Complaint

  Date:02/24/2023

  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.

  I was evicted, but was told I was able to return and get my possessions if I reached out to vinebrooks no one has return my calls. I purchase a lawyer to see if they would be willing to do a settlement of $2000.00 I was told my stuff would be turned over to a 3rd. I feeling I am being targeted. I even had a truck loading my possessions and need 30 more minutes to get the rest of my possessions. My daughter asthma medicine are locked in the house. This company is cruel and unjust and needs to be shut down for business. I was told 2 days my possessions was demolished. My lawyer has being trying to settle with them .

  

  Business Response

  Date: 03/13/2023

  Dear former resident,

  Our Property Management team provided you access for 30 minutes to retrieve your medicine, as a courtesy which is not required by ******** state law. You arrived with a moving truck and several individuals upon arrival. We have confirmed that your final outstanding balance is correct and expected in full and relayed such with your legal representation. We wish you the very best moving forward.

  VineBrook Homes

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $925 deposit for **** ***** *** ********** ** ***** and they refunded me less than 500 for a security deposit although I have pictures showing the last condition of the home and outside prior to the end of my lease. All trash was taken out prior to the end of lease. I was not contacted towards the end of my lease or instructed to do certain move-out tasks until after my lease end date. I will be suing with Hamilton County for the full security deposit back.

  

  Business Response

  Date: 03/13/2023

  Dear former resident,

  
  As discussed, and shared with you the charges as they relate to the trash were incurred during your final move-out report and shown in the attached image. This was due to large debris which is a fee to pick-up outside of normal trash service. You had lived in the home longer-until Jan 19th, so your rent was prorated for those additional days and are not refundable. The water bill is for the month of January, so you will have a $24.97 credit on your ledger since you were not living there for the full month.

  We appreciate you being of the VineBrook community and wish you the very best moving forward,

  VineBrook Homes

• Initial Complaint

  Date:02/21/2023

  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.

  They do not want to fix anything for example last year my ac was broke. I contacted them and they said to contact my rental insurance for them to get it fixed because this is VineBrooke Home Resident. Why would I can connect my rental insurance for their property. I have contacted them numerous times to come fix stuff and they do not want to fix it. Also, I get two sewer bills one for $49.00 and another one for $50.75. Why am I paying two sewer bills. I would like over half of my money back for what I have put into this property.

  

  Business Response

  Date: 02/26/2023

  Dear resident,

  We appreciate your feedback. Upon review of your resident file there does not appear to be any open service requests at this time. All prior requests appear to have been completed. Unfortunately, we cannot confirm that any VineBrook team member suggested that you contact your renter's insurance for any repairs, as that has never been documented. As for the additional sewer bills you mention, they were for incurred costs from your home that had not previously been billed to you. We value you as a resident and should you need anything, please contact us through the resident portal or [email protected].

  VineBrook Homes

• Initial Complaint

  Date:02/21/2023

  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 need someone at my house ASAP. My family and I are unable to shower, wash clothes, wash dishes etc. I have a child with special needs I need water to wash her machine so she can use it. I've done work orders, and at this point I am frustrated. If I was late on rent vinebrook would not hesitate to evicted me. I did a work order yesterday at 3pm and someone came out at 830pm last night and he was unable to fix it. This is unacceptable and makes no sense. I NEED THIS ISSUE RESOLVED TODAY. I already have a work order that I did this morning at 7am. If we run the water it comes pouring out, if we flush it does the same. I can not and will not go another night without using my water to properly care for my special needs child. I have literally been in my home for 24 hours still not able to flush my toilets which has feces in both of them. I'm still not able to wash my clothes or dishes or shower. Maintenance will probably come at night when they can't see anything. If this matter is not resolved today I will take the necessary steps I need to take to get OUT OF THIS LEASES. This is uninhabitable living condition for my family and I.

  

  Business Response

  Date: 02/22/2023

  Dear resident,

  You spoke with your Property Manager on 2/21 regarding this issue. As discussed on that call, VineBrook will be sending cleaners to your home to clean the areas affected by the back-up. Water is flowing in your home and our Property Manager indicated that if that changes, to reach out to her to make arrangements more comfortable for your family. An additional repair that is needed will be completed in the coming week after line locators come on Monday. We are diligently working to resolve this and are happy we could connect with you to discuss next steps and resolution.
  
  -VineBrook Homes

  Customer Answer

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/17/2023

  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.

  On Feb. 16th, 2023 I received a notice on my door stating that I had an unpaid balance of $50 and that I need to pay or leave the property by Feb 19th, 2023. I looked at my payment history on the resident app and it showed that my rent was paid in full on Feb 1st, 2023 (the due date). Then it showed a late fee of $50 incurred on Feb. 7th, 2023. I have been making several attempts to call the company and have received an answering service that says they can only take down my information and have them call me back within 72 hours which would be after the date I am supposed to be moved out. The eviction process is unlawful in the state of Missouri and I have stated to them that if they do not contact me in a timely manner that I will have to take steps to protect myself and my family. I want a response from the company and the late charge removed.

  

  Business Response

  Date: 02/22/2023

  Dear resident,

  Thank you for bringing this to our attention, as the
  late fee was charged in error. Your payment was made on time was
  removed on 2/17. You have a zero balance and remain in good standing. We apologize for the error.

  VineBrook Homes

  Customer Answer

  Date: 02/22/2023

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

  You fail to understand the biggest error in threatening eviction with a notice on my door, for my kids to find. I could care less about the $50. This is about the emotional damage done to a family that is currently going through a divorce and kids that don't need this added to their plate.

   

  Your company needs to review its business practices as this is a terrible approach. I have been on time every month that I have lived there. I even try to pay early but your system doesn't even allow that. At what point does a good tenant get the benefit of the doubt? A phone call or maul would have cleared this up!

   

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

  

  Business Response

  Date: 02/26/2023

  Dear resident,

  We are
  aware of your outstanding payment history with VineBrook and sincerely apologize for any inconvenience this may have caused. As a result, we will be adding a credit to your account in the amount of $50.00
  that will be applied towards your March rent. Please
  let us know if you have any further questions or concerns. Thank you for bringing this to our attention so we can ensure this internal error is resolved moving forward.

  VineBrook
  Homes 

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was no additional $50 credited. In fact, I my bill showed twice the amount owed because February's payment still isn't posted. Apparently it's being fixed now but we will see.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 03/22/2023

  The $50 in question has since been credited.

  ~VineBrook Homes

  Customer Answer

  Date: 03/22/2023

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

  This was never about $50. When I said the money part didn't matter that's all you addressed. I asked that you review your eviction policy. You Didn't allow yourself the time to realize it was your mistake before putting a notice to vacate on my door for my kids to find out. If you are not going to fix the source of the issue, there is no reason for discussion. Once this lease is up, I'm out and I will continue to discourage people from renting from you until I see a change in how you care for your tenants!

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

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved in December 2022 to a home owned by vinebrook. Since then, as today is February 2023, we have filed 10 maintenance requests regarding plumbing in this home. We placed these worn orders beginning of December and about every week since. It wasn't until this week that a real plumber came out and told us there was a broken pipe. The next day they fixed it. However, we didn't have reliable plumbing for three months. Now, also since December, my wife and I have been sick constantly. We have both had colds, I got bronchitis, she got an ear infection, and strep throat. Three weeks ago we noticed a smell coming from our vents. Today, someone came out. He took one look and said there was mold. This is a common issue with this company. I reached out to vinebrook to see when they would follow up, and have received no reply.

  

  Business Response

  Date: 02/22/2023

  Dear resident,

  We were able to open the water line and
  located a break. This was corrected on 2/10. Our Director of Service Processes spoke with you on the Feb13th to
  confirm it had been completed and to let you know we would fix the front yard
  when the weather improved. 
  
  The odor in the home was related to the back up. Our contractor had mentioned without any evidence that it was likely mold, which understandably caused you concern. Our Director of Service Processes has been in contact with you the week of 2/20 to discuss next steps for remediation and repair.

  VineBrook Homes

• Initial Complaint

  Date:02/10/2023

  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 moved out of the property the beginning of August because I bought my own home. They had been calling me trying to get me to renew my lease. I told them I was not going to do that because I was purchasing a home. I moved out on August 2, 2022. I have been calling them asking where to drop the keys off. I could not get hold of them. I told them I was going to leave the keys in the drop box and the other set in the home. I never got my deposit back from them. I have been emailing them and on Nov. 22, 2022 stating that as of August 1, 2022 that they had not received notice that I was moving out. I called them to tell them. They were still charging me August rent. They said that they did not get in touch with me. They were still charging the full August rent with a $50 sewer bill. They tacked on $150 a month for August and late fees. They still have not given me back my deposit. They sent it to a collection agency. I spoke to the collection agency and explained it to them. I should not owe them August rent because I moved out on August 2nd. I haven't heard from the collection agency until 2 weeks ago. I told them I do not owe Vinebrook anything because I sent them emails about me moving out. They put it on my credit that I owe them. They need to remove this off my credit and return my deposit.

  

  Business Response

  Date: 03/01/2023

  Dear former resident,

  We appreciate your feedback. Upon review of your resident file, we see that you failed to provide
  notice/vacate properly. However, as a courtesy we will issue a credit for
  landscaping fee of $125 and $852 for the pro-rata rent for the
  remainder of August. The sewer charge was added and ran through the period of
  6/30-7/3 and that charge will stand. We value your trust in VineBrook Homes and the time you shared with us.

  -VineBrook Homes

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:02/07/2023

  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.

  Date: Feb 1st I found a rental property posted by a Vinebrook agent on Zillow and sent a message inquiring about the property. I was told the following: It would be my pleasure to assist you with getting moved in. At this time we are only showing homes to approved applicants. Simply head on over to our website and complete an application so we can get the process started! I look forward to meeting you soon.
  Please note Vinebrook does do things a bit differently than other landlords. We only accept 1 application at a time per home. If you go to the site and cannot find the home you were most interested in, it most likely has an application pending. Monitor the site because it’s possible that the current application can be canceled or denied which releases the home back to the site and you will be able to secure it yourself with your application!
  I responded Wait so I won't actually get to show the place until I pay fees for something I haven't seen in person...What happens if it isn't to my liking what happens then?
  No one answered I went and called the corporate number and was told this is only for some houses and they had others available and would email them to me. One was emailed with no information. I thought maybe they were racial profiling and figuring I couldn't afford the property so I applied and paid my $30 to prove I could in fact afford this. Of course, I was approved and now they say the property isn't ready I still can see it but I need to pay $200 to hold the property!!! a property they are refusing to show me. I asked what if the property doesn't suit me they nonchalantly said well we don't have anything else. I asked all these questions and was told they had plenty of properties in my budget. This is feeling more and more like another housing scam! I am a single mother who got out of an abusive situation 1 yr ago and just trying to find a home for myself and my child. These companies can't keep getting away with stealing our money.

  

  Business Response

  Date: 02/08/2023

  Dear prospective resident,

  A VineBrook Leasing Agent emailed you pre-lease agreement documents for you to review for the home of interest. Our Agent has
  been trying to contact you as a follow up for the past two days via
  telephone but has been unable to reach you. The application fee is non-refundable, and the $200 holding fee is explained in the documents sent to you. We
  don’t show homes that are coming soon because they rent ready yet, which includes things like needed repairs, inspections, cleaning, etc.  The home is scheduled to be inspected no
  later than 2/9/23 and will be approved as move-in ready thereafter by our service department. 

  ~VineBrook Homes

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You and your agent are liars! You do know phone and emails track not only days but times and length of calls! I spoke with your agent yesterday and that is an easily showable lie you just told. Also I spoke with some prior who assured me she had other homes and that there were some ready in my area. Also she stated that that wasnt for all homes just some require applications. She also told me she would get into touch with local agents and email me a list to which it took her 2 days to send just a address link of 1. Maybe that is where you getting your 2 days from. Then ********* emailed that phone word document of congratulations and then stated it wasnt ready and i need to pay $200 to view it when it gets done. First I needed to be approved now yall want $200 in the word document it says you want more than $300. Which one is it? Seems like a scam
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/10/2023

  Dear prospective resident,

  Kayla a member of the VineBrook team has spoken with you on 2/9/23 and explained our preleasing
  process. The home of interest has been taken out of your name 2/9 and put back on the market. You indicated that you wanted to tour the home on 2/10 and provide the holding fee equal to half of the deposit, if you wished to move
  forward. The home will be ready for tour on Friday, 2/10. We hope you love the home as much as we do and look forward to calling you a VineBrook resident in the near future!

  VineBrook Homes