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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vinebrook Homes Ohio, LLC

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

  
• 

  Vinebrook Home Resident Services

  149 Weldon Pkwy Ste 117 Maryland Hts, MO 63043

• 

  Vinebrook Homes Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Omaha

  8710 F St STE 118 Omaha, NE 68127-1532

• 

  Vinebrook Homes Augusta

  2531 Center West Pkwy STE 100 Augusta, GA 30909-2142

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:10/20/2022

  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.

  In April of 2022, Vinebrook homes paid my water will that was outstanding which I asked them not to pay because it was being paid already from a assistance program from covid. Vinebrook still paid the bill which gave me a credit on my water account, I didn’t receive a bill from April-August due to the credit on my account. In August I received a bill of 800$ when I called water works to see how I had a credit in July but outstanding balance in august, they told me Vinebrook called back in July to take their payment away from my account and added to a different residents account, I had NO notice of this at all. They then added it to my rent this month and locked my account online where I can’t even pay my rent. I’ve have called for 3 weeks in a row now with no call back.

  

  Business Response

  Date: 10/31/2022

  Dear Danielle,

  
  Thank you for taking the time to share feedback. Your satisfaction
  as a VineBrook resident is invaluable to us. We sincerely apologize for any
  inconvenience that you may have incurred. The property management team will be
  contacting you directly to clarify charges on your tenant ledger. 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. 

• Initial Complaint

  Date:10/18/2022

  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 would not recommend VINEBROOK homes to any one. Please keep your hard earned money from those slum landlords. They are money hungry and do not care about there tenants . I’m a past resident at **** ***** **** ***** ******* ***** and had several issues with the apartment.
  . I moved in the residence August 13th, 2020. I moved out the residence September 13th, 2022 . I tried to break my lease due to the mold but they advised me I would have to pay up to three months. I noticed black spots in each bedroom and in the closets in November 2021 . Around February 2022 I came into the office regarding the issues I was having regarding mold that was throughout the entire apartment, walls, windows and floor boards. Even on the outside of the apartment there are black spots on the bricks of the windows . The company didn’t nothing but come paint over some of the mold, which did not fix the issue. The apartment is a health hazard and is not livable. My 7 year old daughter was constantly getting sick and was having breathing issues due to the mold through out the home. The apartment has a funny smell to it. I was pregnant throughout the whole time of this issue twice and was having health issues as well and VINEBROOK did absolutely nothing and kept my deposit after I moved for PAINT AND CARPET CLEANING. i do not recommend VINEBROOK they are slum landlords.
  
  Now that i have moved there is someone else already living in the apartment n less than 30 days so sad . SMH.
  The previous person that lived there before me told me she broke her least due to the mold. This is a on going problem that VINEBROOK is not going to fix but keep renting out the apartment and getting people hard earned money . ??????

  

  Business Response

  Date: 10/26/2022

  Dear former resident,

  Upon review of your feedback the paint charge was related to excessive markings on the walls. The total cost of repainting that was billed back to you was less than 30% of the total cost that we incurred, and you lived in
  home for 2 years. As for the carpet cleaning, this was for stain removal. The
  home had several large, dark stains throughout, which justified those charges. 

  Regarding your input concerning "mold" there were 3 service requests in 2021 that were related to discoloration of bathtub caulking that were scraped, treated and resealed. Our techs advised you to clean with bleach moving forward to prevent the discoloration. In January, a service request was made for discoloration on the guest bedroom ceiling. Our technicians offered to remedy the issue, but you declined offering to complete yourself due to a young child being in the home.

  In February, a service request was made for "discoloration present in all rooms" for which that work was completed on March 10, where we treated them and repainted. All service requests made were completed timely and move-out costs were aligned with the needed repairs as determined during your move-out inspection.

  VineBrook Homes

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m a service member in the United States Army and I received PCS orders to proceed to the next military installation. I gave Vinebrook 60 days notice on June 28, 2022 , a copy of my PCS orders, and followed all of there move out instructions to standard. I received a confirmation email that move out date of 1 September 2022 was accepted. I was told to take a video of the property because they did not do walk throughs anymore because of COVID protocols. I turned the keys in on Aug 31, 2022 and was told my deposit would be returned no later than 30 days from move out date. I received a forwarded letter that they mailed to the property I left and not the forwarding address that I left on the move out instructions stating that my deposit was taking and I owe a balance that would be put on my credit if I did not respond in 15 days but no reason why along with a $250 clean up charge. I was also charged rent for the month of September along with 2 extras days of September 1st and 2nd, when I was out of the property on the 31 of August. I took a very detailed video of the property showing how the property was left. I contacted them and was told it was an error and corporate had to fix it but haven’t heard anything yet with no response from anyone after leaving countless messages and also stopping by the office to speak with the manager Danita Forbes who’s name was on the move out invoice but was told she was too busy with reports.

  

  Business Response

  Date: 10/20/2022

  Dear ******,

  
  Thank you for taking the time to share feedback. Your satisfaction
  as a VineBrook resident is invaluable to us. We sincerely apologize for any
  inconvenience that you may have incurred. A property management team member has
  been notified and will email you regarding correcting the move-out details and
  updating the forwarding address. 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: 10/20/2022

  
  
  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:10/17/2022

  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 am currently a active duty member and moved out of VineBrook homes property, I only lived there for 7 months and had to move due to military orders. 1 month after moving, they sent a letter stating move out expenses of which most of those were cover up from this rental property, nevertheless, upon move out me and two other people spent two day basically cleaning this house from top to bottom and also did a video just for this purpose. However, after receipt of the letter not only did they take a $1435 deposit but they are requesting additional $1100 for normal rental things such as carpet cleaning, painting etc..why keep the deposit and request additional funds and threatened to put on my husband and I credit if not paid in 15days.

  

  Business Response

  Date: 10/20/2022

  Dear ******,

  
  Thank you for taking the time to share feedback. Your satisfaction
  as a VineBrook resident is invaluable to us. We sincerely apologize for any
  inconvenience that you may have incurred. A property management team member is
  investigating the charges and balance on your tenant ledger. A team member will
  contact you directly to clarify any misunderstanding. 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. 

• Initial Complaint

  Date:10/13/2022

  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 filing a work order for my Ac unit not functioning at all since April. Multiple work orders have been created. Several times they have sent vendors out to "look" at the AC unit. It has not been fixed. We have had to put in multiple window units. Our power bill has sky rocketed. We can only run certain ones at a time because it will shut the the breaker box off. I have lived here 8 years. We have submitted multiple other safety work orders for our porches, which have also not been completed. The last order I submitted for the AC, they had a maintenance guy come out, put stop leak in it and filed the work order as completed. Our unit DOES NOT WORK STILL. So once again, I'll have to file another order. Our heat will not work either. Not only did we have to suffer all summer of the heat, I have children in the home but now it is getting cold. I need help. I pay my rent. They won't fix anything. I've contacted a attorney. I need help. This is absolutely unacceptable at all. Especially for how many years I have lived in this home. I want the home maintained on their end as I do the same. I have paid alot of money to live in subpar housing.

  

  Business Response

  Date: 10/24/2022

  Dear *******,

  
  Thank you for taking the time to share feedback. Your satisfaction
  as a VineBrook resident is invaluable to us. We sincerely apologize for any
  inconvenience that you may have incurred. A property management team member has
  been notified and will email you regarding maintenance issues with your AC. 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: 10/25/2022

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

  I submitted another work order for my unit.  It doesn't function , no AC, no Heat   They canceled the work order again, like they always do.  Work orders show completed that aren't and have never been addressed.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 10/27/2022

  Dear Resident, 

  We understand your frustrations. After further review of your case, it looks like the ticket was automatically deleted in the system due to duplicate requests being submitted on the same issue. Please check the status of your request online at resident.vinebrookhomes.com. If you see your open ticket, please do not submit a new one. If you do not see your ticket, please submit a new ticket.  

  We sincerelyapologize for any delays this has caused you. 

  Thanks,

  VineBrook Homes

  Customer Answer

  Date: 10/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There are multiple requests because yall keep canceling them SINCE APRIL!  NO AC.  NO HEAT.  Since APRIL! Multiple work orders show completed that were never even started to begin with! What is going on!  This is insanity.  It's Oct almost November and no working AC or heat!
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 10/28/2022

  Dear *******,

  
  We regret to learn that our maintenance team did not meet
  your expectations regarding your service request. We make every attempt to
  diligently repair these issues, but due to part shortages and contractor
  schedules it is often the case that timing can be out of VineBrook's control. A
  maintenance technician will be in touch with you ASAP. Please know that you can check the
  status of your service request by visiting VineBrookHomes.com/Service-Request.
  If you see your existing request, please do not submit a duplicate one.
  Submitting multiple requests for the same issue will potentially remove all
  requests from the system and/or delay scheduling a maintenance team member from
  visiting your property. Please contact us at [email protected] to speak
  with a VineBrook representative, if you have any additional questions.

  ~ VineBrook Homes

   

  Customer Answer

  Date: 12/28/2022

  Duplicate Complaint: Reopen

  Consumer’s Original Complaint:
  This is my second complaint about this company. I have yet to receive any kind of functional HVAC unit. Has not worked since April of this year. Company installed new unit outside by unlicensed maintenance technicians. 2nd set of technicians, one which had certification, still couldn't get unit to function. There have been multiple work orders. Even during the 9 degree weather, my children and I had no heat. It works for a few hours then stops producing hot air. Unit outside does not cut on either. I also have several other safety issue with our porches. Again MULTIPLE WORK ORDERS. THE BOTTOM STAIRS were replaced but the part that holds up the stairs is rotted out. 2 stairs have already came up. Railing completely broke off. Put in another work order , guy came out and nailed it back in. Nailed the rotting wood back into the rotting wood. Two stairs have since came back up. One post , which is structural is also rotted completely out. Said they can't fix because it is structural. This is out right criminal the way this company treats a house a resident has lived in for 9 years. Water comes through the ceiling. They paint it. Don't fix it just paint . The list could go on. The porches and HVAC are health and safety concerns. This is absolutely ridiculous. I pay my rent every month. No credits for almost a year with a working HVAC.

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

  

  Business Response

  Date: 01/06/2023

  Dear resident,

  Our property manager, Martin has contacted you to review the varied issues you raise. A new unit in your home was installed on November 3, 2022, but understand there have been issues for which have since been repaired in early January. A completely new back deck was installed in October and a vendor is being dispatched following your discussion with Martin regarding the two issues you've raised on the front deck. You also discussed an issue with trim to the attic stairs and a service request has since been entered for such. We value you as a resident and are happy to diligently work to resolve your concerns.

  ~VineBrook Homes

• Initial Complaint

  Date:10/11/2022

  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.

  Vinebrook Homes was introduced as the new property manager for the property I currently occupy at **** ******* ** *****. I have been at this residence for 3 years. I am a responsible tenant with no prior issues or missed/partial payments. After applying for, and being approved for rental assistance with the previous property manager (Conrex) through SAFHR I have been harassed about a balance for 9/2022 that has been sent to Conrex as the previous property manager by SAFHR. Due to slow processing and transfer of funds from Conrex to Vinebrook I am being evicted from my property. This issue is one that lies between management companies but I am bearing the brunt of the penalty. I am truly between a rock and a hard place and have no viable solutions at my disposal. Vinebrook has assigned the 9/2022 balance to me and is unwilling to pursue the previous management for funds that are due them. I have and am willing and ready to make payment for 10/2022 but due to system parameters I am unable to submit 10/2022 funds. They are requiring both months payment. My desired resolution is payment of 10/2022 in full and for Vinebrook to pursue Conrex for 9/2022 funds as they have already been remitted from the rental assistance company SAFHR.

  

  Business Response

  Date: 10/27/2022

  Dear Resident, 

   

  We sincerely apologize for the inconvenience this may have caused you. After further review of this case, we have noted that we have received your payment from SAFHR on 10/17. You currently have no balance on your account. 

  We appreciate you bringing this concern to our attention. Thank you for being a valued resident. 

   

  Thanks,

  VineBrook Homes. 

• Initial Complaint

  Date:10/10/2022

  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've been trying to get in touch with Vinebrook Homes Corporate office about a situation that's going on at the office at their Memphis location. First I'm start by letting you know everything about the property I'm renting. I moved in this home March of 2011. This was a private owner I rented from. The owner made sure the property was kept up. If I had any problem he would fix it asap. 6 years later the owner decided to sale this property to a company called Prager Property Management Group. I received a call from the person who was managing the company for this Memphis location and he came out and introduced himself. At that time I felt good that the new owner made me feel like I was in good hands. After that I had a few repairs needing done and he fixed it. A year later everything stopped. Whenever I had a problem it took him forever to fix things. I've had hot water leaks in my bath tub he took forever to fix. Next it was a bad storm we had that caused roof damage and damaged my ceilings, walls, and floors. It took him months to fix the roof and he only had someone to patch up places that was in my ceilings and spray some kind of white spray for mold on it. 4 years later which was in 2020 he got fired. Then it was a new crew took over that office. The new manager started to fix things starting with my floors everything else was left undone because the property was sold again to this company Vinebrook Homes this past February. They only fix my air one timer When I asked about my repairs 2 weeks ago a guy came out and took pictures and told me if I want them to fix anything they going to make me move and 2 days later I got a email stating they received a intent to moved from me in which I didnt put in nothing stating I wanted to move. I emailed the lady and she said it wasn't them it was corporate decision to rehab the place. She said I have to be out by 10/31/22 no negotiating. How can I find something that fast. They don't care if me and my kids are homeless.

  

  Business Response

  Date: 10/20/2022

  Dear ********,

  
  Thank you for taking the time to share 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 a team member will be in touch with
  you ASAP to assist with your rental questions and maintenance concerns. 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: 10/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because no one has reached out to me at all. I even contacted the lady at the local office last Thursday October 20 that mainly handles everything by the name of ******* Tillman by email to see why no one has contacted me to help me and she stated she doesn't handle customer complaints from better business bureau and that the property manager only handles that which she stated she forwarded my email to her to contact me. The lady never contacted me. So, the next day which was Friday October 21, I emailed ******* Tillman again and asked for the property manager email and she gave me her email. So, I emailed her Ms. ****** ***** the property manager that day and today and she still haven't contacted me. I also sent ******* an email again this morning asking her will she verbally ask her to contact me to get this issue resolved. Now she hasn't even responded back to me. This is what make people leave negative reviews. I'm needing help and there is no one to help me. This doesn't make sense. I tried to hold off for persuing legal action but I thinking about going ahead and talk to my attorney about this whole situation.

  Sincerely,

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

  

  Business Response

  Date: 10/25/2022

  Dear ********,

  
  Our apologies for the delay. The property management team has notified
  again about your request to be contacted directly. 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 again for contacting VineBrook Homes. 

  Customer Answer

  Date: 11/03/2022

  Good afternoon,

  
  

  I want to reopen my complaint because I want to respond to the business. 

  
  

  I'm rejecting the business response because the people at their Memphis location did not contact me right away. I had to email that office several times and I didn't get a response until I rejected my complaint. When they finally reached out to me the lady only stated she can only give me another 30 days as a courtesy. She did not care whether I had money or not to find a place or to have money for a deposit to get another place.

  
  

  My thing is I need to be compensated because I wasn't informed ahead of time to move. They just bought my property a few months ago and never gave me a lease or anything. All I did was put in maintenance request that the previous company didn't finish which these are the same employees that's from the previous company working for this new company Vinebrook Homes. They are very aware of the things that weren't completed. Also, when they sent somebody out to see what needed repaired the guy gon tell me if I want them to fix anything they going to make me move and that's what happened days after he came out and took pictures of what needed to be done. 

  
  

  How you gon put me out because of repairs needing done plus they are the same people that was working from the previous company that know they didn't finish the repairs. 

  
  

  We are in a housing crisis and this what they do. Put you out without giving any incentives. If they will give me some incentives, help with the deposit getting another place, plus giving me my deposit asap from this place as well, I would be satisfied.

  
  

  Respectfully,

  ******** **************** 

• Initial Complaint

  Date:10/06/2022

  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 without power in my rental unit for more than 2 days because of a bad breaker (confirmed by both GA power and vinebrook maintenance)
  I have no heat, no lights, my food has spoiled and now my 2 youngest children are sick because the Temps have dipped into the 40s and we have no heat. I was told the electrician was coming yesterday...messages left unanswered. I've called and was told someone would call me back but nothing

  

  Business Response

  Date: 10/11/2022

  Dear Resident, 

   

  Thank you for submitting this inquiry. After further review of the ticket, we see your Maintenace Request has been taken care of on 10/6 and is now closed in our system. 

  If you need to submit another case, please submit a new ticket in our online system. 

   

  Thanks,

  VineBrook Homes. 

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this was not taken care of until SATURDAY 10-8-22. The vendor wasn't even contacted by VB until 10-6...I was without electricity for nearly an entire week. I have requested to be contacted by a supervisor/corporate in regards to compensation for the negligence and being left in a unit that was for an extended period uninhabitable. My children Became sick, my food spoiled, and my pain levels are through the roof because I was unable to use equipment in my house that I use daily for this purpose. 
  
  This matter was one that should have (according to my lawyer) been handled within 24 hours but your company took 5 days and never even offered a hotel voucher and have denied liability for my losses!!
  I want to be in touch with upper management,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/13/2022

  We sincerely apologize for any inconvenience this may have caused you and your family and we understand your frustration.

  Your request has been forwarded to upper management and someone will be in contact with you shortly. 

   

  Thanks,

  VineBrook Homs. 

• Initial Complaint

  Date:10/06/2022

  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.

  Let me start this complaint stating that I better have either a call or email from someone with a direct extension by the end of this week, or rent WILL be placed in escrow and we WILL be contacting a lawyer.
  
  For FIVE months, we have been dealing with Vinebrooks lack of care and customer service. For FIVE months we have been living with a massive hole in our laundry room and flooring giving way in our back bedroom addition, allowing all types of bugs into our home, as well as causing higher utility bills. For FIVE months we have been begging for someone to reach out to us for this or at the least provide an update, but left being ignored. Well they finally get a contractor out yesterday to start on the laundry room, who tells us that they still cannot get approval on the back bedroom .. and what do they find from shotty workman ship and Vinebrooks neglect? MOLD ALL UNDER THE FLOORING. I have a toddler and newborn who live here. Not only have they not cared that my children have been living in unsafe conditions, but they have also been having our children live in what we now know is mold growth infested air. And to make matters worse, they have yet to approve work on the other room that ALSO has mold growth. We are now without access to our laundry room and having to come out of pocket to do our laundry elsewhere. Why? Because of budgets? My $1245 a month should suffice. I WANT THIS FIXED! CORRECTLY! And I want some type of compensation for the outright bullcrap we have had to deal with! We have plenty of pictures and documents, should we need to hire an attorney and need to contact code enforcement. We have been more than understanding and nice about this.

  

  Business Response

  Date: 10/11/2022

  Dear Resident, 

  Thank you for submitting this inquiry. After further review of the ticket and discussion with our Service Supervisor and third-party contractor, it was discovered that when the original work order was submitted, it only mentioned the laundry room floor and not the bedroom floor. At the time the contractor visited the property, he was only able to assess the laundry floor as stated in the ticket and was unable to assess the bedroom floor due to time restraints and needing approval from VB Homes before doing so. As explained by the contractor, all maintenance requests must go into separate work orders so our teams can plan accordingly.

  I sincerely apologize for any delays and inconveniences this may have caused you. If you still need your bedroom floor looked at, please submit a new ticket for that item. 

   

  Thanks,

  VineBrook Homes

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This shows the clear lack of communication on your companys end. I have already spoken with a management member in Cinci a few days ago after this was filed and they have fast tracked the issue to be approved and the work to begin on the second room. Your technician (actually 2 of them at seperate times) did survey the extra room and promised to have it added to the ticket, even taking pictures. Then the subcontractor owner came out twice about 3 months ago and AGAIN brought it to your attention that it was a major structural issue. It took THREE months for them to get ahold of you to get approval. You kept giving them excuses or ignored their calls/emails everytime they reached out to your for approval for THREE months. I know this because I kept in contact with the owner of the contracting company. YOU even told them multiple times that the laundry room was approved, but no approval yet on the second room. This was over 30 days ago. You have KNOWN about this room and the structural issues, and that we have been living in an unsafe enviroment. 

  At this point I am closing the case because it is actively being resolved, but you as a company, especially dealing with people in their homes, REALLY need to work on your buisness structure. We as tenants should be able to ALWAYS get ahold of  a live person for emergency issues and not some bullcrap answering service that we never hear back from anyways. 

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

• Initial Complaint

  Date:10/03/2022

  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.

  One of the toilet and shower is backup in the home a maintenance guy came out 09/30/2022 he couldn’t resolve the issue and said that a commercial maintenance person will come out the same day no one never showed up the house smells bad bc the toilet is steady over flowing this is ridiculous and I pay 1520 a month that is too much when you guys can’t fix a problem

  

  Business Response

  Date: 10/11/2022

  Dear ******,

  
  Thank you for taking the time to share 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 a team member will be in touch with
  you ASAP to assist with your toilet repairs. 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.