Complaints

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

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Vinebrook Homes Ohio, LLC has 21 locations, listed below.

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  Vinebrook Homes Ohio, LLC

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

  
• 

  Vinebrook Homes, LLC

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

• 

  Vinebrook Homes Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Columbia

  400 Northeasy Dr Suite D Columbia, SC 29203

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

• Initial Complaint

  Date:02/06/2023

  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 called maintenance at 2 AM Saturday, February 4, 2023 to put in an urgent request because my heat stopper working. I have two small kids in my household. We sat in the car inside my garage to get heat after realizing what I consider emergent may not be what Vinebrook considers an emergency, but the rep put in an emergency work order. My kids and I had to go stay at a hotel because it was way too cold. Saturday was less than 28 degrees so you could only imagine how cold it was in my home. I would greatly appreciate it if someone can give me a call to speak about reimbursing after I had to leave my home. Every time I call the number listed for them, I get the answering service. All reps states that there is nothing they can do because they’re just the answering service. It’s not right to residents renting that we have to worry about safe and comfortable living condition. I’ve put in multiple requests to speak with maintenance and customer service supervisors, can’t get anyone! Sent multiple emails, still no response! This is ridiculous.

  

  Business Response

  Date: 02/08/2023

  Dear resident,

  Your Property Manager ****** reached out to you via phone and confirmed your heat is now operational. We further have submitted for credit to cover the cost of your hotel stay. We are happy to have been able to resolve this issue quickly to ensure you and your family are comfortable in your home this winter.

  ~VineBrook Homes

  
  
  
  
  
  

  Customer Answer

  Date: 02/08/2023

  
  
  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. This was filed before ****** reached out! Thanks!
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/06/2023

  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.

  2/1/23 this company took $90 for an application fee an it was only supppse to me $60 for two applicants. I have emailed them proof that their system charged me an extra $30 but they still replied with an email stating they only took $60 . I have never heard back on a decision for the rental an I have not been refunded my $30

  

  Business Response

  Date: 02/09/2023

  Dear prospective resident,

  Upon review of your feedback, we were able to determine that there was an error in our system. Thank you for bringing that to our attention. You are correct, the charge was in error and your $30 will be credited back to you. Please accept our apologies and once again, thank you for alerting us to the issue.

  -VineBrook Homes

• Initial Complaint

  Date:02/02/2023

  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 ********* ****** and **** ******* stay in a home owned by VINEBROOKHOMES IN ************ IN AND WE HAVE BEEN WITH OUT HEAT IN OUR HOME SINCE MONDAY JAN 30 2023 DUE TO THE HEAT FURNACE GOING OUT OR BREAKING DOWN OR SOMETHING LEAVING NOT ONLY ME AND MY LADY IN THE COLD BUT OUR 4 YOUNG CHILDREN AS WELL .WE HAVE CONTACTED MULTIPLE PEOPLE SENT IN MULTIPLE REQUESTS AND NO ONE HAS STILL BE HERE TO FIX THIS PROBLEM..LAW STATES IN ARTICLE TITLE 25 mandates that existing rental units be capable of maintaining a minimum indoor temperature of 70 degrees Fahrenheit during cold weather.Nov 2, 2022. THEY HAVE NOT ABIDED BY THIS ARTICLE AND WE HAVE BEEN IN THIS HOME THATS UNDER 50 Degrees for 3 days with children here... THEY HAVE NOT OFFERED HOTEL ACCOMMODATIONS HEATERS FOR PROERTY OR ANYTHING THE KEEP GIVING US THE RUN AROUND AND STILL NOW ME AND MY KIDS MOTHER ARE STILL IN A COLD HOUSE NOW WE NEED RESULTS ASAP.Under The Landlord and Tenants Act 1985, rented properties without heating, hot water, gas or electricity are considered hazardous and inhospitable to live in. SO WHY HAVE WE HAD TO BE IN HERE LIKE THIS FOR THREE DAYS NO RESULTS. I NEED HELP GETTING THIS PROBLEM RESOLVED ASAP MY CONTACT INFORMATION IS ************

  

  Business Response

  Date: 02/02/2023

  Dear resident,

  Thank you for sharing your experience and know that we are working diligently to make your home comfortable for your family. Your property manager Kathy will be contacting you today.
  
  One of our more experienced techs visited your home and noted that there are 2 furnaces. The furnace in the garage was working and heating part of your home. The second furnace is located in a small space in an elevated closet which is the portion that our tech was unable to access. Our tech noted that the house temperature all felt about the same and provided extra space heaters to help heat the home.
  
  Again, your property manager is contacting you regarding next steps. Thank you for being a member of the VineBrook family and putting your trust in us.
  

  -VineBrook Homes

• Initial Complaint

  Date:01/27/2023

  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 January 4, 2023, I completed a telephone interview with the Community Action Agency requesting assistance on my GCWW bill since my my income qualify me to receive help. During my interview with CAA, I was ask whether I am responsible to pay the water bill at my residency? Vinebrook
  Homes LLC, Cincinnati is the property management company, who manages the property, I currently reside in since July 2017 to the current date. To best of my knowledge in pagraph 9 of my rental agreement/ lease states I am responsible to pay the water bill ( GCWW) each month and have done so since July 2017 to the present without any correspondence or abruptly assistance from Vinebrook Homes LLC, Cincinnati.
  Shortly before closing of my telephone
  interview with CAA on January 4, 2023,
  I was informed by the CAA representative, during my telephone interview, on 01/04/23 the final
  document I am required to submit to CAA ( Community Action Agency) is my current lease with Vinebrook Homes, LLC to verify I am responsible to pay my water bill with (GCWW).
  
  Next, on January 8, 2023, I sent an emailed to Vinebrook Homes LLC,
  Cincinnati, requesting a copy of my current lease be emailed to me
  asap, I specifically emphasized in the body of stated email, that I have
  requested help with my water bill and I need to verify by my current lease,
  the water bill at my residency ( since July 2017 to the present is my (a vinebrook homes tenant) responsibility.
  Following I didn't receive a reply to
  my request for stated current lease.
  On January 10, 2023, I proceeded and sent a second email to Vinebrook Homes
  LLC, Cincinnati requesting a copy of my
  lease be emailed to me, right away, stating in my second email, I must verify
  I (a vinebrook homes tenant) is responsible for the monthly water bill.
  I waited and finally received a replied
  email with my current lease attached
  on January 18, 2023.
  On January 25, 2023, I received a call
  from CAA pledged to pay my bill, but Vinebrook tagged to myrent

  

  Business Response

  Date: 02/03/2023

  Dear resident,
  
  We appreciate your feedback and apologize
  for any confusion regarding your home’s water bill utility.  We were
  unaware you had been working to receive Rental Assistance with the agency
  noted. If in the future you need assistance for your water bill, we encourage
  you to let us know so we can notate your account and work with you and other
  agencies to assist.
  
  A member of the VineBrook team contacted you on 2/2/23 to talk through the specific details regarding your
  current water account and how to address from here. That said, your balance has
  been resolved and options for payment on any new charges moving forward were discussed via phone.
  
  We appreciate your trust in us and greatly
  value having you as a VineBrook resident. We take all feedback to heart and are
  happy to be able to work with you to provide clarity while resolving this matter.
  

  -VineBrook Homes

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On Thursday, February 2, 2023, I received a call from Vinebrook Homes Ohio, LLC and Affiliates, verbally informing me, I do not have to reimburse the $306.54 Vinebrook Homes Ohio, LLC and Affilates paid on: Account Number : ********** to GCWW on [Tuesday

  January 10, 2023, the exact date] in my BBB Complaint listed as the date of my second email I sent to Vinebrook Homes Ohio, LLC, informing Vinebrook Homes Ohio, LLC that I have applied for financial assistance with Community Action Agency to receive help paying my GCWW water bill. Referencing to the

  response [BBB received from Vinebrook Homes Ohio, LLC on Thursday, February 2, 2023, Vinebrook Homes Ohio, LLC typed / wrote in their response,  a apology to me. In regards to Vinebrook Homes Ohio, LLC response to complaint number: 189932179 , in the body of written response, reads Vinebrook Homes Ohio,

  LLC, had no knowledge of my request to CAA to receive financial assistance to pay the past due GCWW bill on account number : **********. Since I have evidence that I sent a email to Vinebrook Homes Ohio, LLC [my first email was sent to Vinebrook Homes Ohio, LLC  on Sunday, January 8, 2023, I wrote / typed in

  the subject line of

  my / the referenced sent emails: "REQUEST FOR COPY OF MY LEASE BE EMAILED TO ME, ASAP." In the body of my / the same two referenced emails sent, is wrote, I, have applied for financial assistance to pay the GCWW bill, Account Number: ********** and I need a copy of my lease to verify that I, am

  responsible to pay 

  the GCWW bill according to my lease. [my second  email was sent to Vinebrook Homes Ohio, LLC on Tuesday, January 10, 2023, I wrote / typed  same information as in the subject and body of my first email, again I emphasized in both of my  / the sent and typed emails to Vinebrook Homes Ohio, LLC that I have applied

  to receive help and I am required to verify in my lease, I, ( A- Vinebrook Homes Ohio, LLC- Tenant) is responsible to pay the GCWW bill on: Account Number: **********.

  To the best of my knowledge, Vinebrook Homes Ohio, LLC, intentionally, and abruptly paid the GCCW bill in the amount of $306.54 on Account Number: **********, with the sole knowledge of my (A- Vinebrook Homes Ohio, LLC-tenant) inability to afford to pay the amount, intentionally, knowingly aware I am

  experiencing a financial hardship, which is evident and obvious, which is the sole purpose I ( A -Vinebrook Homes Ohio, LLC, tenant applied for financial assistance, whereas I qualify to receive assistance base on my income.

   

  The fact, I have received a telephone call on Thursday, February 2, 2023 and have been verbally informed by Vinebrook Homes Ohio, LLC and affiliates that I am not required nor responsible to reimburse the amount of $306.54

  to Vinebrook Homes Ohio, LLC for the water bill charges on GCWW , Account Number: **********,

  Vinebrook Homes Ohio, LLC paid to GCWW on Tuesday, January 10, 2023, holds no weight nor merit in resolving my / the complaint number: ********.  In regards to the, "RELEASE OF ALL CLAIMS FORM," Vinebrook Homes Ohio, LLC and Affiliates emailed to me on

  Thursday, February, 2, 2023, I am not willing nor able to sign without legal counsel.

   

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

  

  Business Response

  Date: 02/10/2023

  Dear resident,

  *******, a VineBrook team member, emailed you on 2/9 to indicate that the amount will not be applied to your account. If you didn't receive the email, please be sure to check any spam folder. Thank you for being part of the VineBrook community.

  VineBrook Homes

• Initial Complaint

  Date:01/25/2023

  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.

  Currently Renting a house with Vinebrook. Heat went out and there is really no emergency contact person! It always say do it online. It winter and I have been without heat going on 6 days. They said use space heaters but everything in this house is outdated! Can only use one space heater without the fuse box blowing! I put in request and they close it like it’s been completed.

  

  Business Response

  Date: 01/30/2023

  Hi *****,

  Your
  satisfaction as a VineBrook resident is invaluable to us and we sincerely
  apologize for any inconvenience that you may have incurred. We were informed that a maintenance technician replaced your furnace and thermostat on January 26th, 2023. If there is anything else we can assist you with, please let us know!

  Best,
  VineBrook Homes

• Initial Complaint

  Date:01/24/2023

  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.

  We moved into a Vinebrook home and the toilets and showers were not functional. Sewage backed up and poured out of both toilets and both showers. We were unable to live in the home due to the raw sewage covering both bathrooms. Vinebrook prorated our rent for only a portion of the time it took for the plumbing to he fixed and bathrooms sanitized. I reached out to Vinebrook and they refuse to prorate for the entire time the house was uninhabitable.

  

  Business Response

  Date: 01/31/2023

  Dear resident,

  Upon review of your feedback we see that you moved into your VineBrook home on December 30th. On January 2nd, we received your first service request for a non-functional fridge which was repaired 4 days later on January 5th. On January 10th, we received a new service request for plumbing issue that was resolved on January 19th. A VineBrook team member has reached out to you to concession some of your rent for which you accepted but had issue with the total amount of credit. You had confirmed in an email to us that the home was fully resolved/cleaned on January 17th and does not have any current issues. We are pleased to have been able to work with you directly to come to a resolution and appreciate you as a member of the VineBrook community.

  -VineBrook Homes

• Initial Complaint

  Date:01/24/2023

  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.

  This company is extremely shady. We lived at the same address for 7 years, and when it was under Conrex, we had no issues. As soon as Vinebrooks took over, we have had nothing but problems. It is the main reason we ended up moving out when our lease ended in October. There is zero communication and I have had to jump through hoops to talk to anyone. The last straw was when I got a bill for my moveout that took all of my deposit and said we owed $25 for paint and carpet repair. In the lease, it specifically states that you will be charged for repairs "beyond normal wear and tear." We took good care of this house, but living anywhere for 7 years, there will be wear and tear. When I reached out disputing this, they took 6 weeks to get back to me stating there was nothing they can do. In addition, there is not a way to pay this amount as they have locked me out of my account. I have reached out several times by phone and email with no response about how to pay. Today, January 23rd, I got a call from collections stating I owed $196. When I asked about the additional charges, they stated I owed the 25 for repairs and then 170 for power. I called Alabama power who stated that my account is closed and paid off as of October 27th. Vinebrooks opened an account when we closed ours and is trying to get us to pay their power bill for the last two months, even though were not living there and our lease was up the first of November. This seems very shady and no one will respond to me. I have reached out to the collections company with proof that this bill is not ours and I am hoping they can help. But, this is absolutely predatory and ridiculous. I am also reporting this to the BBB as I believe this has to be illegal. Although, it looks like there are no responses on any of their complaints on their website. BE WARY of this company and document everything. Also, don't expect to ever be able to talk to anyone to resolve anything in a timely manner.

  

  Business Response

  Date: 01/30/2023

  Hi *******,

  We would like to sincerely apologize for the inconvenience you have incurred. We were informed by the property manager that they have been in touch with you to address your concerns and have removed the charges from your account. If there is anything else we can assist you with, please let us know. We would be happy to help!

  Customer Answer

  Date: 01/30/2023

  
  
  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:01/23/2023

  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.

  Hello, I recently purchased a home on 12.09.2022 after living in my Vinebrook Homes property for 6 years and 8 months. I gave a Notice of Vacate on November 17, 2022, to notify Vinebrook that I was closing on my home on 12/09/2022 and my last day in the property would be 12.31.2022. I paid December's rent with no issues. I received a "move-out" statement today charging me $1000.00 for January rent from 01.03.2023 - 01.31.2023. My initial deposit was $975.00. After charging me $1000 for January, which is ridiculous because my last month in the property was December and they were notified in November, and the keys returned on 12.27.2022, I "owe"$38.94 for a property administration fee. This is criminal. No damages were listed on the move-out statement (I have pictures of how nice I left the home after living there for over 6 years), just January rent when I did not occupy the home in January. This is unprofessional and extremely dishonest. I am seeking my deposit back in full by 01.31.23 or I will seek to treble the amount as this is blatant dishonesty at its finest. I was never late on rent and kept my end-of-the-business deal as the tenant. Please help me.

  

  Business Response

  Date: 01/27/2023

  Dear former resident,

  
  On January 24, 2023 our VineBrook team member, ***** emailed you to both email addresses we have on file. She explained the process to dispute charges on your move-out statement if you believe they were inaccurate. She indicated she was happy to review and discuss these charges with you further, even providing her contact number had there been any additional questions. In her email, she detailed all charges and an attached copy of your lease agreement, which did not expire until 4/20/2023.

  
  As she explained in her email, the terms of your lease state that you are responsible through your lease end date. While we did move you out of our system on 12/27/23, per your lease you still are legally responsible through 4/20/23 or until the home is re-rented, which it is not currently. However, in a good-faith measure, we only charged you for an additional 30 days instead of through your original lease end date. Again, should you have any outstanding matters, you can contact ***** as detailed in her email to you-and if you cannot locate her email, please check your spam or junk folder, just in case.

  
  ~VineBrook Homes

  Customer Answer

  Date: 01/30/2023

  
  
  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:01/11/2023

  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 installed a new furnace in this house on October of 22. During the first cold period when I used the furnace, I notices a loud noise coming from the furnace. I called Vinebrook and a technician was sent out. He looked at the furnace, said, it’s running and told me to call in another maintenance request if it doesn’t stop. Well, then came the very cold snap in December with temps below 0. Got up the morning it came through, I had no heat. I got online and put in a maintenance request. Some one came out that afternoon. This gentleman took the front off the furnace and watched it work. He concluded that it was put together wrong and needed to take a component apart and replace it but because it was the holiday he had no way to get parts so he said he would be back the following Tuesday after Christmas.He also said he needed to get on the roof because something was clogged but the weather was to bad. He said the furnace was back drafting or something like that, I can smell gas on occasion. Now, I was not completely without heat. There is a switch on the side of the furnace. If I flipped it off then on the furnace would come on for a short while, but I cannot do this all night. So I waited. Tuesday, no one showed up. Once again I got online and put in a request for maintenance, this is the only way you can get in touch with Vinebrook. You can NEVER talk to a person except through their answering service and then you don’t know if they get the message or will ignore your message. They make you feel VERY powerless and unimportant. Well, that day someone else showed up. He did NOTHING. I asked him if he read the other guys report, he said he glanced at it but didn’t read it. He then told me that these furnace’s are not designed for this type of cold???? Really!! Maybe he was right, it started working right on Christmas Day. But it still makes that loud noise, and what about the other guy who said it was put together wrong and needed to get on the roof. HELP

  

  Business Response

  Date: 01/19/2023

  Dear resident,

  We apologize for the reported inconvenience caused regarding
  your service request concerns. However, you currently do not have any open
  maintenance requests. Please submit a new service request here:
  ***************************************************************. As a reminder,
  please 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!

  -VineBrook Homes

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is a catch 22. I submit a request, someone comes out, says, we’ll it’s working, then classifies the request as completed when they didn’t do anything, and on and on it goes. This is ridiculous. They do nothing and close the request. No one read the report the one guy submitted? Where he said it was put together wrong and needs a new component and someone needs to get on the roof to unclog something, and doesn’t know why it is making the loud noise. There is no sense submitting another request. No one there knows what they are doing. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/24/2023

  Hi *****,

  The property
  management team has been notified of your maintenance concerns, and a member of
  our property management team reached out to you on Friday, January 20th.
  Please respond to our voicemail or email so that we can get this resolved for
  you! Thank you. 

  - VineBrook Homes

• Initial Complaint

  Date:01/10/2023

  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.

  My landlord has wrongfully filed eviction against me when they knew from all of my documentation that I had applied for rental assistance, had been approved, and they were waiting to be paid directly from the government assistance agency. All of the funds, arrears and forward rent were being sent directly to them. They completed the paperwork to be paid but claimed that they were still proceeding with the eviction process until they had the funds in hand. They charged me an eviction fee on top of continuous late fees while they were awaiting payment from the government agency. I sent them my submitted status, my pre-approval status, and my approval status showing that they were working to get them paid and they still charged me an eviction fee, filed with the courts and taped a summons to my door stating that I have to appear in court for the balance that has already been paid in full and they were given the fees for March 2023 as well, but they will not be covered through my rental assistance because of the fees that they have charged me for eviction. I requested that they remove the eviction fee because they knew they were going to be paid. I was not avoiding them, I gave them every update I received. I have all of my documentation of conversations and interactions with them. I have documentation from their representative telling me that she can see that my application was submitted and that they were awaiting approval. She also reached out to me to advise me to change my requested amount to a higher amount to reflect the increase of my balance in which I did. They were able to check the status as well. I am sure they received notification that I was approved which doesn't make sense to me that they would continue or start the eviction process when they knew that I applied for assistance, had been approved, and they were going to be paid directly from the government. I have requested my eviction fee to be reimbursed toward my account and this to be dismissed.

  

  Business Response

  Date: 01/17/2023

  Thank you for feedback. As you are aware you were placed in eviction and given your eviction fee
  of $350 to your account on November 30, 2022. At the time your outstanding balance was
  $2,540.23. You were called and emailed on December 9, 2022 to explain the eviction and fees. That same day you said that you wanted the eviction fee
  removed. Promptly we responded and stated that the fee was applied to your ledger already and would have to be paid as part of the balance. Any documents of eviction after that time would have been due to the lag in communication with the courts. As far as an existing rent assistance application to prevent the eviction, VineBrook company policy has been to proceed with eviction until payment is received. On December 15, 2022 funds were received and applied, and the
  case was dismissed. Currently, there is a credit on your account now for $464.28 that will be applied
  to your February rent, so you will be responsible for the difference at
  that time. 

  VineBrook Homes

  
  

  Customer Answer

  Date: 01/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your company's policies must also say to defraud your tenants and wrongfully evict them by telling them their accounts have been dismissed and everything is fine, that the attorney will dismiss your case because your account has been paid in full. Then have your attorney show up to court, get granted a default judgement against you and request a possession of premises is the most unethical thing I have ever heard. Not only do I have an eviction on my record that should have been dismissed, but I currently have not even 10 days to willingly vacate your premises before the authorities serve me to get out. I have lived in this prpoerty for over 9 year and have never had to deal with htis level of unprofessionalism and predatory practices. This company is already being sued by the City of ********* due to predatpry practices. I guess Missouri will be next because this is unfair. 

  Then to say that this is a miscommunication with the courts is an understatement. Someone is not doing their job. Out of all of the communication that I have had with your office, not once did anyone tell me that I was in jeopardy or that your expectation was for me to be put out of my home. I contacted your office in writing and via phone on January 19th requesting written documentation stating that my account was resolved and that the eviction was dismissed because I was still on the docket for court. A representative from your office called me and stated that my account was good and I was fine. My case was dismissed. I have yet to get my written request. however, I was issued a default judgement from the court and your attorney was granted a request for posession of the premises in which I have 10 days to vacate from January 19th. That is not a miscommunication. That is an atrocity. I have an eviction, 7 days as of today to find storage, clear out this home, and find somewhere for my family to go. Renting is going to be impossible with this eviction on my record. I'm sorry doesn't cut it when your agency has basically ripped my life a part due to a miscommunication with the courts.

  I have been in contact with you since October regarding my rental assistance application and taking care of my account. I wasn't avoiding you. I have a record of all of the correspondences that I have had with you. Even the ones that you didn't respond to. The reason we were behind is because we were sick with covid and had an unpaid leave of  work due to medical complications. We weren't being negligent. I reached out to you December 6th with proof of my rental assistance approval. Eviction was filed with the courts on 12/7/22. You were given notice that you were going to be paid. In fact, the notice said that you were going to be paid. You were paid a week later. You even took money for forward rent. If you were planning to put me out, you should have not accepted full payment for forward rent. At some point, someone should have reached out to your attorney to tell him that he was supposed to dismiss this case or I should have been communicated with to say that you do not want to continue renting to me. 

  I feel as though you used this as an opportunity to get me out of your home because you missed the deadline to ask me to leave at the end of my lease. Telling me not to come to court was a tactic to get a default judgement against me and have me put out. I want this eviction dismissed and off of my record because it has gone too far. This company is using predatory practices on their tenants and it is so unfair. You do it because you can. In all of my 9 years at this address, I have never had an experience like this. It is unacceptable and needs to be resolved.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/27/2023

  Dear resident,
  
  The Property Manager for your home reached out to you to address
  your concerns and clarify any understandable confusion. As discussed on
  that call, VineBrook will be reaching out to the attorney and the Sheriff’s
  office to stop eviction. You also agreed during that same call to timely
  submit your February rent. Your Property Manager will follow up with a
  phone call and provide documentation to you that eviction will not take place. As you are aware, the series of events that occurred were out of VineBrook’s
  control, however, we are doing our best to assist in any way possible in this
  matter and are happy that it has been clarified and resolved.

  VineBrook Homes