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:12/09/2022

  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 rented from Vinebrook Oct 2021.. When I moved in it was repairs that was needed to be done. I also put them on my work order upon moving in? Doors, cabinets, sockets, toilets etc? The fact that they harassed their tenants for the rent but never come fix what need to be fix? It took them months to fix some stuff but some stuff they looked over. They were really rude in the Memphis location? I had to file for an hardship & got assistance but after they paid them for months. They harassed me never came & fixed my property. My toilets were bagged up for months & they never did anything about that. I had to pay to get my toilets unstopped? My toilet had a water leak, which they didn’t do nothing about it. When I clearly asked them to take something off my rent that I paid to get my toilets unstopped. They denied it. They wanted rent but couldn’t fix nothing.. So eventually they came & evicted me, for not paying rent. When I was spending majority of my rent getting my property fixed.

  

  Business Response

  Date: 12/14/2022

  Dear former resident,

  After looking through your service request history, all that were received were responded to within the expected time frames
  and repairs were completed at that time. Your eviction was due to non-payment of
  rent. We wish you the very best moving forward.

  VineBrook Homes

• Initial Complaint

  Date:12/07/2022

  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 moved into this property 10/28/2022. I paid the entire required deposit and rent totaling the amount of $1703.23. Rent is due on the first of each month. On December 1, 2022, I accessed the portal to pay my rent; there was a $70 late fee for the month of November. I called customer service and no one returned my call. I have called customer service a total of 5 times beginning on 12/1/2022. The reps continually claim that someone will call me; no one has called. I have called ******* ****** (the rep who showed me the property and whom I gave the monies to); he does not answer his phone. When I access the portal to pay; it will only accept the payment in full as they have it listed; it does not allow for you the change the amount. They emailed stating that it was a mistake but the portal still showed the mistaken amount; they emailed again stating the portal had been changed but it still showed a higher amount than I actually owe. All the while the late date for the month of December is approaching. They purposefully ignore you so that they can tack on the late fees. I received an email 12/7/22 stating that I need to vacate and that a notice was placed on my front door; I looked on front and back door and no notice is taped to any door. I mailed a money order (obtained from my bank) in the amount of what I actually owe and now they expect me to pay late fees for December when I have been trying to resolve this issue since 12/1/2022. They are participating in unethical practices and need to be investigated. There are many complaints with the BBB and I do not understand why they are still allowed to treat their customers they way they are treating them. I would like to verbally speak with a representative from this company to resolve my issues. Also, ******* ****** took pictures (on the day I moved in) of problems that were brought to his attention; no one has come to fix those problems.

  

  Business Response

  Date: 12/09/2022

  Dear resident,

  After further review of your account, the late fee was reversed on 12/5 and
  communication and a member of the VineBrook team had reached out to connect with you. The late fee was
  charged in error due to delay in processing move-in funds. As for the service requests, ******* had advised you at move-in that
  all service requests would need to be placed through the portal located at www.vinebrookhomes.com/service-request or via phone to our corporate number. To-date you have not placed any service requests with us, but should you need to we will be happy to diligently address it moving forward.

  ~VineBrook Homes

  Customer Answer

  Date: 12/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: during the walk through, ******* ****** took pictures of the problemed areas and stated that someone would fix them, it was not until I texted him to check that he stated that I needed to put in a maintenance request because that was not his department. You company capitalizes on the low income, you are very dishonest, and very unethical. I  have called and called and the only people to speak with are the answering service representatives; they take messages and no one returns your calls. Email is not always the best form of communication. You have answers for everything no actual solutions. My ceiling is cracked; the floor is soft in front of the bedroom on the left; plank in front of front door is loose; closet door in first bedroom to the right is off, sticks, and will not close; cabinet doors in kitchen by the sink are out of line; I can not park my car in driveway because of the drop off and it scraps the bottom of my car., and the caulking is coming down from around the cabinets in the kitchen. Very poor quality home; but you knew that and you trap people in these leases or they risk having to break the lease and ruining their credit; however, my GOD is good and he will take care of those who try to destroy HIS children. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 12/21/2022

  Dear resident,

  We understand that our portfolio manager spoke with you on December 20th and was able to talk through your concerns regarding communications with our customer service and site teams. You stated that she would prefer a phone call in the future rather than an email and our company processes were reviewed including the process of service requests. We also were able to address your rent-specific questions during our call. We value your feedback and having you as a resident.

  -VineBrook Homes

• Initial Complaint

  Date:12/07/2022

  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 rent from a company named Vinebrook Homes. I used to rent through ****** but Vinebrook bougt the particular home i currently rent through as of now. Ive been living in my home since July of 2021. On Sept. 23 2022, VineBrook sent out a company named ******* to my residence to fix an issue with my septic tank. My Septic tank was full and needed to be emptied. When they intially came to my residence they emptied out the septic tank that was the easiest to get too. This was the water septictank or secondary septic. The problem was not fixed. I was still having to buy draino and septic x to make my toilets flush regularly which was the problem I had been having since moving into my home. The problem was backing up the water lines and causing water to not drain properly in the tubs and sinks. After the company came out the first time I ended up having to call them a second time because I was having the same issues. On November 11th 2022, the same company came out and check the pipes where they told me that it "appeared to be baby wipes in your pipes but he wasnt sure exactly what it was". He showed me pictures of it and not the actual "wipes". They got the "wipes" out of the pipes. I told the guy that I don't have any babies so I've never purchased any wipes of any sort and that I have no idea how they got there. He stated that I would not be charged for cleaning out the pipes. The real issue was the septic tank being full, which was the solid side because it was a two part septic tank. The same guy from ******* that cleared the pipes put in a request for them to come back out and empty out the septic tank for a second time because the 1st time it was emptied it was only the water side. He also stated that the solid side wasn't emptied the first time because they had to go underneath my patio. Which means they had to come out and do it in increments. (Cut up the patio and dig underneath it to drain it). Afterwards I got an invoice of $512 I wasn't entitled to pay.

  

  Business Response

  Date: 12/16/2022

  Dear *******,

  The property management team has been notified of your
  concerns and will contact you directly to answer your questions. Please
  contact us at [email protected] to speak with a VineBrook
  representative, if you have any additional questions. We thank you for sharing
  your experience and look forward to the opportunity to resolve this matter. Thank
  you for contacting VineBrook Homes. 

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: simply because this has been said before and I got rejected and ignored 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 12/23/2022

  Dear *******,

  Your satisfaction as a VineBrook resident is invaluable to us. We
  sincerely apologize for any inconvenience that you may have incurred. Per the
  property management team, they will be reversing the fee. Please contact us at
  [email protected] if you have any additional questions.

  Customer Answer

  Date: 12/27/2022

  
  
  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:12/02/2022

  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 received a notice on August 25, 2022 that Conrex had sold my home to Vinebrook. The lease with Conrex expired on October 18, 2022. I heard nothing from Vinebrook until November 22, 2022 when I received three confusing and vague emails from **** ***** mentioning a lease renewal. One of the emails stated, "We are requiring a transfer to a Vinebrook lease, at your current rate, at your current rate", but there was no agreement attached for me to look at or sign. When I tried to reach out, nobody responded. On November 27, 2022 I paid my $1540 rent ($1515 + $25 pet fee) as usual. On December 1, I was shocked to see that my rent had increased by $401 and a month-to-month fee of $150 was added to my bill, both with zero notice whatsoever. I have not been able to reach anyone at Vinebrook via multiple emails and the phone line is just an answering service. I need a direct phone number where I can reach someone and this can be resolved.

  

  Business Response

  Date: 12/21/2022

  Dear resident,

  Due to unforeseen challenges
  with the utility service provider at time of purchase, this caused a delay in
  offering of a new VineBrook lease.  Unfortunately, it does appear that an
  error was made by our local team, which has since been corrected.  Your lease has been renewed at the same rate and the billing error has been
  corrected on your ledger, leaving a credit towards next month's
  rent.  We apologize for the inconvenience this has caused and appreciate you bringing this to our attention.

  -VineBrook Homes

• Initial Complaint

  Date:12/01/2022

  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 proof that I've asked Vinebrook Homes to repair both the hall bathtub and the master bedroom shower for MONTHS to no avail. They either send someone to LOOK at what's wrong or do patch work. We've repeatedly told them that patchwork has NOT worked when our home was managed by the last management company. We have mold growing in the lower part of the house from both bathrooms leaking onto the lower level along with an infestation of fruit flies/ants/slugs because of the issues. They've had at least TWO contractors come out to the house and say that both the bathtub and showers need to be replaced with brand new ones, but they chose to send someone to do patchwork AGAIN while the lower level continues to get wet.
  
  Also, I've told them about the master bedroom having mold and moisture on the floor. I emailed them a detailed report from an outside reputable company of all the things that need to be done in the 1972 home. The house holds a LOT of moisture from the crawl space having issues. There are COUNTLESS things that I've told Vinebrook that needs to be done, and it's taking WAAAY too long not just because my 82-year-old mother lives there but also because we want the RIGHT thing to be done since we do our part of the lease by paying in a timely manner.

  

  Business Response

  Date: 12/08/2022

  Dear resident,

  Thank you for your feedback. The property manager has connected with you on December 8 and service requests are being scheduled as a result of that discussion. We look forward to resolving the issues you've raised.

  -VineBrook Homes

• Initial Complaint

  Date:11/30/2022

  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 not had a working toilet in 4 days due to tree roots in our pipes. We have called around 20 times telling them we have no toilet and is always told we will mark it as urgent and someone will get back to us. Was only contacted back one time to tell me it would be fixed first thing in the morning and nothing was done.

  

  Business Response

  Date: 12/08/2022

  Dear *********,

  
  Thank you for taking the time to share your feedback. Your
  satisfaction as a Vinebrook resident is invaluable to us. We sincerely apologize
  for any inconvenience you may have incurred. The property management team has stated
  that a vendor is currently at the property assessing the issue and we are working
  towards resolving this issue. We also issued a reimbursement that was
  requested. If you have any additional questions, please contact us at [email protected] to speak with a VineBrook representative. 

• Initial Complaint

  Date:11/30/2022

  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.

  Yea I want to know why we have to come out pocket and do everything but the only thing y’all do is collect money! We get no help! We pay y’all high rent plus late fees which make my rent $935. Cuz my check doesn’t fall before the 6th of every month! It always fall 2/3 after the 6th but yet I pay the extra $50, but when I have problems with rats, I gotta put out another $200! And y’all maintenance men come do a half a job patching up lil things! Now I’m getting charged a pet fee and I don’t even have a pet no more and my fish take aint had no fish in it in forever! Y’all do not value y’all tenants yall values the money!!!!

  Customer Answer

  Date: 12/01/2022

  Duplicate Complaint

  Consumer’s Original Complaint:
  IVE BEEN CALLING AND CONSTANTLY ASKING THESE FOLKS WHERE CAN I SEND A VIDEO THAT I DONT HAVE A DOG! Nobody is responding!!!! I’m not paying the $150 cause I don’t have any pets!! I need to speak to someone of of today!! Cuz rent is due and and I’m not finna pay that

  Consumer’s Desired Resolution:
  Contact by the business; Billing adjustment

  

  Business Response

  Date: 12/09/2022

  Hi *******,

  Thank you for taking the time to share your feedback. Your
  satisfaction as a VineBrook resident is invaluable to us. We sincerely
  apologize for any inconvenience that you may have incurred. We have notified
  the property management team regarding your billing concerns and someone from the team will be reaching out to you shortly. In the meantime, if you have any additional concerns, please reach out to us at [email protected].

• Initial Complaint

  Date:11/28/2022

  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 moved out of a Vine brook property on September 30,2022 .In October 14,2033 I was contacted by an employee about a key. I immediately called her and explained what I did with the key . After that date I have not been updated or anything from anyone from the company. I kept emailing the employee even tried calling her and I would get no response. I received a statement stating that I didn’t move out the property until the 14th of October which is not true .I just want this problem to be resolved.There’s no reason it should take this long to speak to someone directly about this problem.

  

  Business Response

  Date: 12/09/2022

  Hi *******,

  Thank you for taking the time to share your feedback. Your
  satisfaction as a VineBrook resident is invaluable to us. We sincerely
  apologize for any inconvenience that you may have incurred. We have notified
  the property management team regarding your concerns and someone from the team will be reaching out to you shortly.

  Customer Answer

  Date: 12/12/2022

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

• Initial Complaint

  Date:11/28/2022

  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.

  I have been putting in request to have my heating system fixed by this company. My pilot is not working, i dont have any hot water and my heat will not come on. It is cold outside and i have 3 small children who have been sick due to not being able to take a proper bath or having a comfortable heated home for the winter. They have sent out 2 maintenance men and the and neither of them have fixed the problem.

  

  Business Response

  Date: 11/30/2022

  Hi *******,

  Thank you for your feedback. Per the property management team, upon arrival heat was working. The technician lit the water heater. Both heat and hot water were working prior to leaving the home. If you have any additional questions, please email us at [email protected]. 

• Initial Complaint

  Date:11/28/2022

  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 moved into this property in the beginning of the year, and I haven’t received a water bill except once since I been here. Mind you it’s been over 6months no water bill except that 1 time. I been asking numerous times why I haven’t been receiving any other water bills and they say they would have the property manager Brittany contact me and I haven’t heard from anyone yet. Now it’s been months and my water bill, sewage bill and trash is all accumulated to the point where they completely shut me off. I called to notify them I have no water and they paid it and turn it on after 2days of it being turned off. I look into my rent portal and their I have a outstanding balance of $987 that was added to my rent with late fees. I still wanted to talk to someone so this wouldn’t happen again and still this day I haven’t received a call about this matter. I understand that it says in my lease agreement that they pay it the 1st of the month and charge me the 23rd of every month but the problem is I haven’t been receiving any bills and I can’t talk to a single soul about this matter. Now after I paid that bill with my rent that is 1,460 I get another outstanding balance added to my next months rent again which is $957. Once again their letting months of bills accumulate and add it to my rent. I still haven’t been notified about this matter. I honestly think it’s very unfair to a tenant that always pays her rent on time to keep billing a person a high bill that been accumulating for a while to add that to her rent. The vinebrook specialist never answer my calls and tells me that I need to talk to her manager Brittany which she never gave me her number. I wanted to renew my lease because I enjoy my house and neighborhood but after seeing how this management is ran I absolutely cannot. I feel like I need a refund on the amount of money I am giving this company because they are not giving me bills.

  

  Business Response

  Date: 12/09/2022

  Hi ******,

  Thank you for taking the time to share your feedback. Your satisfaction
  as a VineBrook resident is invaluable to us. We sincerely apologize for any inconvenience
  that you may have incurred. We have notified the property management team
  regarding your billing concerns and was informed that they are currently in contact with you and are diligently working to resolve this matter.