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:01/05/2023

  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.

  Good evening,
  I hope this message finds you well. I reached out to Vinebrook homes Maintenace department to fix my garage door modem. When I first submitted my work order for the garage door, they sent out a technician to fix the issue. The technician went to Lowes and purchased a universal remote. After several attempts in programming the remote to the garage modem, he deemed that the universal remote wasn't the issue the actual modem is. The technician stated he will contact Maintenace manger ****** ********** to inform her that the modem needs to be replaced. Several days went by and I placed a follow up call and email. ********** emailed me stating I needed to purchase my own remote to fix the issue. I emailed ********** back to inform her the technician that was sent out purchased one and it didn't work, and the modem needed to be replaced. Another technician looked at the modem and stated he didn't know how to fix it but marked the work order complete as if he fixed the issue. I contacted Vinebrook Homes again and stated the urgency of fixing my garage due to safety and security reasons. A few more days went by and the last technician that looked at the modem stated I needed a whole new modem and will order one. I called Vinebrook Homes once again to check the status to make sure I would be home for the installation, and they stated a new garage modem was never placed or ordered and once again the technician marked it complete. I also received a text message stating I needed to use the red lever to operate my garage, so instead of fixing it they want me to continue using the red lever. Since using the red lever in the garage and having to manually open the garage I have dislocated my shoulder. Since my last placed work order I've received over 10 emails a day claiming a technician will be out. All I want is my damn garage fixed that I pay rent for! I pay rent to use ALLLL items and utilities in my home. See attached photos for email/ text correspondence.

  

  Business Response

  Date: 01/18/2023

  Dear resident,

  The VineBrook Property Manager will be reaching out to you directly to let you know that will be sending a service technician to their home to complete the repairs and
  re-install a working garage door opener. We look forward to fixing this issue.

  VineBrook Homes

  Customer Answer

  Date: 01/24/2023

  
  
  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. I’m giving it until the end of January since speaking with manager stating that they will come out and fix the garage door. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/05/2023

  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.

  In the beginning of November 2022 our furnace went out and it was 20 degrees outside. Took them 3 days to come out and look at the furnace.
  We was due to resign the lease January 2023. They sent me a quote for 1710 a month and then put 1735 a month on the lease. When contacted and after I submitted proof of the quote the would not honor the quote they sent me.

  

  Business Response

  Date: 01/17/2023

  Dear resident,

  ******* our Senior Retention Specialist reached out by email on January 5th to provide further explanation. What
  Zoi relayed to you is correct. We apologized that the email you received
  contained inaccurate information and listed a $10 administrative fee and $50 pet rent, which was relayed to our IT department to correct moving forward. We appreciate you bringing this to our attention. As
  a one-time courtesy, we offered to void the renewal documents which were signed if it wasn't your intention to remain
  in a lease past 3/7/2023, for which you refused. The lease you chose was for $25 per pet in the home and a
  $10 administration fee which applies to all residents. 

  VineBrook Homes

  Customer Answer

  Date: 01/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yes I signed the lease as I need a place to live. I ha e lived there 4 years. But you should honor what was sent out. It wasn't an error on my part. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:01/04/2023

  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.

  Have had an issue with a leaky roof. I have put in multiple work orders to fix the issue. We have had problems with a leaky roof for the last five years. We were also told by the individuals that came out that the roof needs to be replaced. We now have a current work order that has been open and not repaired for the last three months. I we have multiple stains on the ceiling in different locations in one location in the garage that the water has completely eroded the drywall and making a hole the size of a softball.

  

  Business Response

  Date: 01/18/2023

  Dear resident,

  Upon reviewing your feedback, we see that contractors reached out on January 11, 2023, to schedule additional inspections as a result of your feedback regarding additional leaking. Due to the forecasted rain, a tarp was placed on room the next day and a VineBrook staff member spoke with you and you indicated the leaking
  appeared to have stopped. On January 16, an estimate was obtained and approved to replace the roof. On January 18, VineBrook reached out to the contractors to request a date for the repair. At that time, it was confirmed that roof replacement and osb
  removal and replacement (should it be needed) is scheduled for Monday, January 23rd weather-permitting. We are working diligently to resolve these issues so you can be most comfortable in your VineBrook home. Thank you for being a trusted resident.

  VineBrook Homes

  Customer Answer

  Date: 01/24/2023

  
  
  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:01/04/2023

  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.

  on wed. 12/28/22 contractor showed up to replace tub for vinebrook homes. The contractor removed tub, then set new tub in place, and said he had extras to get approve on before finishing, then on friday morning he showed up and removed tub , something over money. i called vinebrook homes starting at noon that day
  [friday 30th].. no reply as of tuesday 1/3/23..contractor showed up around 2pm on the 3rd, to put back bath..ive had no bathroom for 7days so far...contactor was to remove mold found during demo, instead he half ass covered it up...i just need a bathroom back..would like to be refunded for time with no bathroom...
  I'm a contractor by trade , and the person vinebrook sent in is a hack.. he drove his truck into yard in the rain then walk dirt and water from rain into my home...leaving my place trashed....after 3yrs of renting for vinebrook this is the nightmare experince

  

  Business Response

  Date: 01/17/2023

  Dear resident,

  Upon review of your feedback, we have learned that the property manager has been in contact with you and the job is getting completed.  This was an issue with a
  vendor and a subcontractor, not VineBrook. Regardless, he has given you a concession
  to offset the loss of use for the bathroom and the matter is resolved.

  VineBrook Homes

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been having electrical issues in on townhome for months now that have been reported. Just a month ago it caused our heat to go out and they fixed it only for it to go out again. On December 24th we was having electrical issues causing our breaker to flip. Once flipped back on our thermostat started smoking! Our heat then went out. It is now December 28th and we are still without heat. 4 days without heat, freezing temps outside. There is a 2 year old child in the home. I’ve called multiple times, no one has helped.

  

  Business Response

  Date: 12/29/2022

  Dear *******,

  Your satisfaction as a
  VineBrook resident is invaluable to us and we sincerely apologize for any
  inconvenience that you may have incurred. The property management team has been made aware of your
  concerns and our records indicate that the repair has been assigned to a technician. You will be receiving an update via e-mail when the technician is on their way to your home. If you have any additional questions, please contact us at [email protected]
  to speak with a VineBrook representative. 

• Initial Complaint

  Date:12/28/2022

  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.

  Vinebrook are sluml lords. I had a gas leak within 3 days of moving in and it took them 4 days to get here. My lease says 24 hours for emergencies and this was an emergency. I have had 3 different maintenance men in to fix a running toilet and it is still running. We had a maintenance man to fix a light that quit working and he left it damn near hanging out of the wall. The second guy came to fix his mes and left it a tiny bit better but still is not put in right. Do NOT rent from these people. We are stuck in a 15 month lease and will be contacting an attorney to try and get out of it and out deposit back. Stay clear of Vinebrook and any of their properties or you will be sorry I promise!

  Customer Answer

  Date: 12/29/2022

  Okay. Well I would like the complaint closed with issues resolved please.

  I spoke with someone from management today and my issues are being addressed by them so there's no reason to have the complaint now.
  
  

  ******** ******

• Initial Complaint

  Date:12/27/2022

  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 am renting a house from Vinebrook Homes. There are multiple issues going on with this house and continue to progressively get worse. In particular, I have tried to get our master bathroom shower repaired since the drywall behind the tile got wet, soggy and and unstable causing the shower tiles to fall down. The 3rd party tile company said that it was extremely dangerous, falling apart, mold growing, structural damage to the house in basement with fresh splinters on the basement floor. This was all pointed out to the rental company and this issue has not been resolved since July! Because of the mistreatment from the Missouri office, I then reached out to someone from corporate or I would like to think was from corporate to get this issue resolved. Last I heard from them was, “Let me do some research and will get back with you early next week.” this was November 18th and I haven’t heard from them since. I have since reached out multiple times to follow up with no response.
  
  It is beyond ridiculous that they have not corrected this issue or even reached back out to me. We are paying them over $1,500 a month in rent. They were to repair this and have failed to do so properly, and not only that, they have previously blamed matters on me as to why they weren’t fixed yet. I feel as though it is outrageous that they have charged us the full rent for a 3bed/2bath house when we don’t have a safe master bathroom shower. I feel like they should have to fix this repair and all other repairs that need to be completed to this house and to give us some kind of credit for all these months we have lived there and continue to live at this house without items properly working and being in unsafe environment in our own home. I can provide extra info or a sequence of events if need be.
  
  I also requested the fence be fixed as well and this has not been done. Our dog is escaping and we are looking at a fine from animal control soon for that as well, if the dog gets out again.

  

  Business Response

  Date: 01/11/2023

  Dear resident,

  Upon review of your feedback, we see that there is a list of items you'd like addressed. That said, we also are aware that you will only allow us to come in on Mondays when your husband is home. We have a tech scheduled for the 23rd for some of the items to be repaired by
  maintenance. We look forward to addressing your concerns and resolving the issues you've brought to our attention.

  ~VineBrook Homes

  Customer Answer

  Date: 01/15/2023

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

  We are discussing a reimbursement for all the months that we have been out of the shower in master and a multitude of items/issues going on with this house. With that being said, as long as they hold up their end of the bargain by fixing all the items/issues properly and provide an acceptable offer of reimbursement, we will accept their response. However we did receive a Notice To Leave letter on 1/13, via email and hard copy taped to my front screen door (also, hard copy received with incorrect date of delivery of 1/12 and therefore incorrect date to leave premises by) because the rent has not been paid yet due to waiting on response from Chandra on whether we should have gone ahead and paid it or to wait to have Vinebrook apply the reimbursement that we are still waiting on details and amount of the “offer” in regards to going this long without items/issues not getting taken care of properly and mishandled. Along with the mistreatment conducted by their staff. I was told that these notices are generated automatically and I’m assuming that is her way of saying to disregard the notice. However, I am currently waiting on response to confirm that my assumption is correct.. I want noted that all previous months of rent have been paid no later than the 4th of the month and have never generated a late fee before this current month.
  

  So to conclude, we are waiting for the following:
  •All items/issues with house to be properly fixed

  •Details of their “offer” for reimbursement to rectify issues and mistreatment.

  •a response in regards to whether we should/shouldn’t pay the rent

  •A response also with confirmation that the Notice To Leave is to be disregarded.

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

  

  Business Response

  Date: 01/17/2023

  Dear resident,

  Chandra our VineBrook staff member has been in contact with you to obtain a list of all of your maintenance concerns. Our team has been working together to get your service requests in and assigned for repair. Due to the nature of some of the requests, our staff member Chandra was going to set up a time with you to walk the home and figure out
  exactly what is needed. We look forward to resolving any issues in your home.

  VineBrook Homes

  Customer Answer

  Date: 12/01/2023

  Consumer’s Duplicate Complaint:
  I’ve previously gone to the BBB about this company. They were not completing items that maintenance was to fix. They still hadn’t even fixed a lot of the main issues when we moved out. The main one being the Master Bathroom Tile, which was never fully repaired, images provided. Now my issue is that they are trying to scam me by charging for items they don’t even plan on doing. We received our itemized deductions after moving out and a lot of the charges are beyond ridiculous. One of those charges being carpet repair, which they agreed to continue doing changes/repairs once we moved in and that being one of them that never happened after we moved in either. The owner is now selling the house as is, since the pictures clearly show none of those itemized deductions even being completed. Not an a single one of those charges, some images provided. All the repair shown in the images were from me. I want them to make things right by removing the charges, returning my deposit, removing the holdover eviction off my record, and to have no contact with me and my family going forward. They are targeting my family cause I complained too much to them to complete the maintenance items and they want to ruin any chances we have of getting into a future home for our family, they clearly have a vendetta for this. They have even threatened to remove some of my amenities, like the fence, back when I complained for them to fix items. Honestly the MO health department probably should have been called for a lot of the safety and health hazards going on in that house. This business is just trying to scam people and don’t want to deal with what they are contracted to deal with. The only reason we were stuck in that house so long cause we had nowhere else to go and we’re scammed out of money by someone else on a different place. This company is absolutely terrible and are nothing but trying to scam people out of money and not do their jobs!

  Consumer’s Desired Resolution:
  I want my deposit returned, the charges to be dropped, the holdover eviction to be removed from our records and for this company to have no contact with us afterwards. They have a grudge against my family cause they didn’t like how I complained about them before and told them to do their jobs. Now they are trying to ruin my family’s future by preventing us from being able to get into a different and much better place that does not involve them. I also want them to not speak badly about my family to future rentals as well because of all of these issues!

  

  Business Response

  Date: 12/12/2023

  Dear *****,
  
  We apologize for the inconvenience you've experienced. Following thorough discussions with our teams, we've reached an agreement to waive the charges, resulting in a refund for you. However, charges for the four days of rent, pet rent, and the admin fee will apply as you didn't return the keys until 10/4/23. Your refund amount will total $1170.16.

  After reviewing public records, we confirm that the holdover eviction is not listed. Therefore, there are no actions required from our end to remove it.

  We trust that this resolves your request and extend our apologies once more for the delay in our response.

  Thank you, 

  VineBrook Homes 

  Customer Answer

  Date: 12/12/2023

  
  
  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 as long as my refund is received in a timely manner!
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having problems from this since I moved in and nothing is done about it. They are the worst first They switch my company from Sylvan home to them, and they are charging me too much for this 3 bedroom one bath, they have up my rent to 930, and never comes and fix anything when I put in maintenance calls, and now they have locked me out of my portal to pay a 50.00 balance. First it was an eviction now this, something needs to be done with this company ASAP.

  

  Business Response

  Date: 12/27/2022

  Dear resident,

  After review of your feedback, we can see in our system that the last service requests you submitted were on 7/27/22, and both were completed. The reason for the $50 charge that is owed is
  because of the timeline with which your last ERA payment was received. September's rent was already late. Please access the online portal in order to pay the outstanding fee, which is accurate and owed.

  -VineBrook Homes

  Customer Answer

  Date: 12/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a lie, I have been calling and calling and when I tried to do it online I was blocked out of my account, now of course we both know that you, unblocked me and now allowing me to enter the portal, the rent is ridiculous on this house the toilet is moving, and mold keeps getting on my vents, and windows BLACK MOLD AT THAT, THE FLOORING IN THIS HOUSE IS COMING UP, PAINT IS PEELING, ALSO I TRIED TELLING THEM ABOUT MY DECK WHICH IS FALLING IN, LIKE I SAID YOU ALL CHARGING 930 FOR THIS HOUSE AND ITS NOT WORTH NO 930, I DONT CARE OF THEY DID BUY THE HOME FROM SYLVAN HOMES, ALSO MY DEPOSIT WAS TAKEN AND I KNOW THAT IT SHOULDN'T HAVE BEEN TAKEN. VINEBROOK TOOK MY DEPOSIT, EVEN IF I WAS LATE ON RENT IT STILL GOT PAID. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/17/2023

  Dear resident,
  
  We were unable to reach you by phone, but we did email you to the address on file about the $50 concession. This is a one-time fee reversal and It has been applied to your account. We do see that you paid your January balance on January 11th and thank you for doing so.
  
  VineBrook Homes

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a whole in my pipe that is not only leaking water but carbon monoxide. I have severe asthma now the heat doesn't work. I'm getting the run around about who is going to fix this. It is 40 degrees in my house.

  

  Business Response

  Date: 12/22/2022

  Dear resident,

  As you are aware we have been diligently working to repair the heating issue in your home on December 22, having provided space heaters to provide some level of comfort in the interim. We understand that the radiator pipe that was leaking has been replaced and heat has been
  restored to your home. We appreciate your patience as we sourced a technician familiar with your type of heating unit and wish you the best during this holiday season in your warm home.

  VineBrook Homes

• Initial Complaint

  Date:12/20/2022

  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’ve been a resident with vinebrook for coming up on a year in January. I fell behind 2 months in rent and was given an eviction notice. Now the eviction notice originally provided was not my information listed. I called vinebrook left a message and no one returned my phone call. (Week of 12/12/2022). I have yet to receive a phone call back. Mind you this is not the first this happened. Let’s also add that it’s always so hard to to get in contact with someone in regards to payment in general. I’m unable to make a payment on portal, and I was advised that I can’t make a payment over the phone but I had to mail in the payment to and “address” that they claim is on the website but it’s not listed. And when you call to get the address the “answering service” doesn’t have that information. So what they have to do is collect your information and now it’s a game on if they’ll call you back or not. So now I am hear trying to figure out how I can get someone to reach me and to report the TERRIBLE service that Vinebrook provide. Let’s not mention raccoons in my home as well as rodents that they told me I had to get rid of and pay for services my self although the mice/rats were here already. I say all of that to say Vinebrook doesn’t know how to conduct business properly. They way things are set up are set up to put someone in the hole and to always have Vinebrook look as if they conduct business in a proper manner while in reality it’s a business scam that’s being ran on the people.

  

  Business Response

  Date: 01/06/2023

  Dear resident,

  Upon review of your resident file, we see a VineBrook representative made an attempt to call you on 12/20/22 and a voicemail was left. You returned her call, but could not connect. The notice to leave is justified upon review of your file. All work orders, except
  the one on 12/1 have been completed. There were mice in an unfinished room
  when you first moved in, which we addressed as a courtesy because you had just
  moved in, but rodents and the raccoon you mention fall under the responsibility of the resident as stated in your lease agreement.

  -VineBrook Homes