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 Homes

  3415 N 127th St Ste 300 Brookfield, WI 53005-3117

• 

  Vinebrook Homes Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  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:09/09/2022

  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 made my rent payment on 09/04/2022,I used my bank account as I did not want to pay the fee for using a credit card/debit card. I received an email on 09/07/22 that my payment had been returned and that I now owed an additional $100 and my online portal account was blocked from making payments online. I couldn't understand why this was as I had enough funds in my account to cover my rent. My first thing to do was to contact my bank to find out why they declined my payment. I spoke with the bank and was informed that payment was never declined or returned and that they had no record of Vinebrook even requesting payment. I was told by my Bank they would be happy to do a 3 way call with Vinebrook Homes to provide this information. I double checked my bank routing number and account number with Vinebrook's resident portal to confirm that I had not entered it incorrectly. I have tried reaching out to Vinebrook Homes since 11:00 am 9-7-22 when saw the email. I was not concerned previously to the 7th that it had not debited from my account as I was thinking due to the holiday on the 4th that there was a delay. I left a message with the Answering service, who also said there was no reference number or any way to send an email that I had spoken with them. I called again at 1pm, where I was transferred to a voicemail with accounts receivable, I left a detailed message, still no response. I then spoke with Accounts payable just to talk to someone, she said she couldn't do anything, I then called again at about 3pm and spoke with leasing manager who told me to email customer service; I emailed a detailed message to collections/customer service with 2 p#'s to reach me at. I received a call today at one number, but I could not answer and a voicemail was left telling me to call again and select option 3, then an email from ****** was sent asking me when I was going to make my payment & it would need to be before the 9/19 to avoid eviction.

  

  Business Response

  Date: 10/04/2022

  Dear Resident, 

  After further review of your ticket, our accounts payable team has been in contact with you and explained that your returned payment came back returned due to insufficient funds. Our internal team investigated further and they did not find any errors on VB's end regarding the return. Therefore, both fees are valid charges.

  Please let me know if you need anything further. We apologize for any inconvenience this may have caused you. 

  -VineBrook Homes

  Customer Answer

  Date: 10/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called the my bank who confirmed nothing had been submitted and was willing to do a three way call with vinebrook who would not do this.  As I informed them, the only reason I even used e-check was because I just didn't want to pay their fee for using my debit card. If I didn't have the money I would have just paid late and now I'm blocked for 2 years from using the resident portal to make my payments & I must mail a money order or cashiers check, so basically costing me more money to pay for money orders & buy stamps.  Blocking for 2 years is ridiculous especially when my lease is only a year lease.  I also inquired about my work orders for my maintenance request as to why I have no records of them & I was told that I have not submitted any work orders and for me to call to be walked through how to submit.  I have been a tenant for 11 years, I know how to put in a maintenance request.  It's ridiculous this is how tenants especially long time ones are treated.  It's also ridiculous that you can not get ahold of anyone except an answering service who can not even provide you with any record that you called.  It's like any records that a tenant may want is not provided or made available. I usually just let things go but this one I can not.  I do not believe at this point there was anything done to research this since i was not notfied of any findings untill now & I have no way to verify this where as if we did the call with my bank I would have a recorded record.  Ifeel at the very least the block should be removed form resident portal. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 10/20/2022

  Thank you for your response.

  We have spoken to our accounting team to get more clarification. According to our records, you had two returned payments since 7/2021 which is why your account is blocked from online payments. You have had a total of 6 returned payments since being in the home. Our accounts team has spoken with you and explained our policy back on September 14th.

  To avoid further action, we have allowed you the opportunity to pay online again and unblocked your account. Please visit resident.vinebrookhomes.com to set up your account and ensure that the account information you have entered is accurate to avoid future payments from returning.

   

  Thanks for your understanding, 

  VineBrook Homes

• Initial Complaint

  Date:09/07/2022

  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.

  This company took over this property last year and this transition hasn’t been great. I have Express my concerns regarding making are rent payments on time on the fourth of each month seeing that I get paid on the 30th of each month. I have tried there online account for new checking account and that doesn’t work. Are only option is too mail the rent. I do get a cashiers check from my bank and when going to the post office the day. I also get it stamp. This main office of Vinebook homes is in Dayton Ohio. They do have a rental place here in Milwaukee Wisconsin. Which I don’t understand why we can’t take it there. When you call Vinebook home it’s always a answering machine. You can’t speak to anyone directly. Everything goes through emails. Customer service representatives can be very disrespectful. And half of the time I didn’t get a return email. I have accumulated two $50 late fees. We paid the one for August 1-2022. We also explained to them i get paid on the 30th of each month and I take care of all my bills on this day. Vinebook home is the only Company that doesn’t work with us. They won’t except the rent until the $50 late fee is paid for the month of September 2022. This is are last year living in this your residence. Due to the way we have been treated. We been in this residence since 2015 and haven’t had one late fee or any problems paying rent at all. Please Guide me in the right direction on how I can get help. Thank you

  

  Business Response

  Date: 09/14/2022

  Dear Resident, 

   

  Thank you for your feedback. We understand your frustration and hear your concerns. Unfortunately, it is our company policy for rental payments to be paid on the 4th. While we are unable to make special exceptions, we would love to help you line up the online payment process. A member of our team will be in contact with you to walk you through how to properly set up the online payment portal so you don't have any more issues paying online. We apologize for any issues you have incurred with the online payment portal.  If you do prefer to continue to pay by mail, please make sure the rent is mailed in through express mail ensuring the rent would be received by the 4th.

   

  Thanks,

  VineBrook Homes

• Initial Complaint

  Date:09/06/2022

  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.

  Over two months ago, I submitted a work order for damage to a part of the house raccoons had obviously damaged. The maintenance guy put plastic over the areas, called a pest control person who determined it was not termites and noone ever came back to make repairs. I put in another order to have the work completed, someone came out and said they would send someone else and never did. I feel unsafe in the home and they do not care about the safety of the tenants.
  
  You can not get in touch with a live person for any reason with Vinebrook Homes. They use an answering service who has no direct contact with anyone working in the company to resolve issues. The maintenance team comes when they feel like it and there is rarely notice someone is coming until you hear a knock on your door. I was told by the answering service the maintenance technicians set their own hours. All work orders are treated as routine even if you are reaching out for an emergency or urgent need.
  
  In the winter months, the heat went out in the house. I did not receive service for three days. Temps were as low as 45 degrees outside, as Vinebrook sends out messages before the winter months telling tenants that all heating issues will be treated as routine regardless of the severity of the maintenance issue.
  
  I do not understand how so many complaints have been filed against Vinebrook Homes and nothing is being done about how they are treating their tenants and the homes they live in.

  

  Business Response

  Date: 09/16/2022

  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 have been informed that work had been done on the
  exterior of the home. A property management team member will be in touch with you
  ASAP to discuss the pending service requests. 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.

  Customer Answer

  Date: 09/20/2022

  
  
  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 when all repairs are complete.

  Some of the repairs have been completed on the home. There is still a section that is not repaired closest to the back door. Also, where the raccoons have been nesting under the addition on the house was filled in with newspaper. I assume this is a temporary fix and will be repaired as part of this resolution. 

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

• Initial Complaint

  Date:09/06/2022

  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.

  My home used to be owned by Conrex Property MGMT. I had worked out that I was giving back the property on 9/8/22, despite my lease ending in October. |#| On 8/25/22 the home started to be managed by Vinebrook Homes and it has been extremely poorly handled by the business ever since. I can only use their customer service email to manage any customer service issues. I have emailed them almost every single day since 8/25/22, totaling over 15 substantive and detailed emails, but have only been given 3 responses, only 1 of which was substantive, with many of my issues remaining. |#| Two emails were "stock" responses said that Vinebrook Homes would reach out to me soon with information about my home. They have yet to be able to contact me. I did see one call from Vinebrook Homes on 8/29/22, but when I answered, the phone immediately disconnected. There was no call back and no voicemail. I tried to call back to the main office, but they literally have no way of helping you there. |#| One email told me that they would send a maintenance request to add a lockbox to my door and that I could leave the keys in the lockbox. This did not address almost any of the issues I needed to address. I need to get the following issues resolved as soon as possible, as I am flying across the country to finalize handing the property back in 3 days time. |#| 1. I need confirmation that VB Homes will manage the property after I lock up the keys. If not, we need to negotiate a lease break, immediately. 2. Conrex failed to send over my move-in inspection documentation. I need to get that to the VB Homes Local area manage. 3. The previous tenant of this property was evicted and did considerable damage to certain areas. I have statements from the Conrex Local Area manager about this situation not affecting my move-out inspection. 4. I need to schedule a move-out inspection for Sept 8th. 5. I do not know where to pay my utilities. They were handled by my previous MGMT company and are not in my name.

  

  Business Response

  Date: 09/09/2022

  Dear Resident, 

  thank you for your feedback. After further review of your ticket, we did speak to the Property Manager in your office who advise us that they have since spoken to you and your issue is resolved. They have instructed you to leave the keys in the lock box and provide a forwarding address. I hope this satisfies your request, and we apologize for any inconvenience this may have caused you. 

   

  Thanks,

  VineBrook Homes. 

  Customer Answer

  Date: 09/09/2022

  
  
  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.

  I do find it unreasonable that I was only able to get in contact with my area manager via a piece of paper attached to my door: a contact that VineBrook didn't or was unable to give me in any other way.

  Once I got that paper, I contacted the business directly via phone, the business did not contact me. It was only after calling multiple times that I was able to have a substantive conversation on the topics of my complaint.

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

• Initial Complaint

  Date:09/06/2022

  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 have a cabinet oven in my kitchen. Wall oven is not attached to the stove but the wall & surrounded by cabinets. The oven went out around April 20th. I called got a maintenance request a repair tech came out no issue. He told me it needed to be replaced. June come around several unanswered phone requests from their cs line. They send someone to take pictures so the oven can be replaced. Nothing happens after that. Vinebrook isn't returning phone calls again. July they sends another repair tech from another company to diagnosis the same problem. Same outcome no solution. September 1 they sent another repair tech out to troubleshoot the problem again, same result no solution. During these months we're calling the customer service line no one is responding to our calls. I've been paying my rent in full each month.

  

  Business Response

  Date: 09/16/2022

  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 the oven issues. 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.

  Customer Answer

  Date: 09/19/2022

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

  Customer Answer

  Date: 09/19/2022

  I have been complaining about not having an oven since 42022. They have sent multiple ppl to fix such oven. The oven needs to be replaced, they have not sent anyone to recitfy the problem only to rereport what each & evey technican has said. Again this is September. I have reported this issue multiple times. The issue is not being resolved. It's doesn't take 10+ calls & six months without any progress.

  

  Business Response

  Date: 09/21/2022

  Dear ********,

  The property management team has confirmed that an oven has been ordered on 9/20/22 with a proposed delivery date on/or 10/02/22. A team member will contact you directly if there are any changes with the delivery. Please contact us at
  [email protected] to speak with a VineBrook representative, if
  you have any additional questions. Thank you. 

  - VineBrook Homes

  Customer Answer

  Date: 09/22/2022

  
  
  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:09/01/2022

  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.

  February 2022
  I viewed a home, paid a $1200 security deposit, never signed a lease. Asked for my deposit back because found other home. They basically stated I never paid, there is no recorded and just my loss.
  This is very irritating to know people can just take your money, never rent the places out, and just keep the cycle going.
  We can't afford to keep taking losses, paying application fees, only to be denied for minor things or we don't make enough.
  Rent was quoted as $600. After all the add ons it eventually rounded out at $785-$800.
  How does that work?
  My issue still hasn't been resolved and now I can't contact anyone about this issue at their office.
  I'm at a point where it's not pretty.

  

  Business Response

  Date: 09/08/2022

  Dear *******, 

   

  Thank you for your feedback. After further review of your ticket we do not see a full applicant in our system from you. It appears that a guest card was started but never completed. The leasing team member that was tagged on the guest card does not have a record of showing you homes. At this time, we do not see any record of any money deposited from you. A member of our team did try to contact you at the phone number listed. Please keep an eye out for further communication from our team. 

   

  Thanks,

  VineBrook Homes 

  Customer Answer

  Date: 09/09/2022

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

  I know what I paid. And if it wasn't her then it was another worker. So I guess she was another worker in Cincinnati taking our money? Wow. It's cool... Not
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 09/12/2022

  Dear Resident, 

   

  I understand your frustration, however, our teams have tried to contact you twice and left you two massages without a call back. We cannot rectify this situation without speaking with you to get more information. Please call our team back so we can make this right for you. 

   

  Thanks,

  VineBrook Homes

• Initial Complaint

  Date:08/31/2022

  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 have been trying to get assistance to pay my rent and no one is responding to impact or myself. I was told by the collection department that sorry impact was not paying my bills. The communication is terrible no live person to take care of matters.

  

  Business Response

  Date: 09/07/2022

  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. The property management team will be
  contacting you directly to assist you with your rent payment. 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.

• Initial Complaint

  Date:08/30/2022

  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.

  Since October 2021( when lease first started) we have had issues with this house. The water tank had a leak which ended up flooding into the bedroom and it started causing mold. They did send someone to clean the carpet eventually. There were dead bugs all over the house and also behind the oven. We also saw mice droppings mainly under our bathroom sink but also behind the oven due to the holes in the walls( which they did come to seal them). The washer and dryer was full of pet hair from previous tenant. The whole house had pet hair and smelled like it as well. It's even painted into the walls. The paint itself is extremely cheap because when you even touch the walls, it leaves a stain. The baseboards are not fully attached to the walls which leaves room for bugs to come in. The dryer has a connection issue and when they came to "fix" it, they didn't do so, they just made sure it worked for that time being. The wires for the outlets were installed incorrectly which caused the outlet to overheat and ended up burning and almost causing a fire. Luckily we saw the smoke. While waiting for someone to come fix it, I ended up missing 12 hours of work( I work from home) and when I asked about any deduction on rent for not being able to work those hours, I was told they couldn't do anything. Now our AC unit is completely out, and it is at least 30 years old and is due for a new one. We had to purchase fans to stay semi cool, but with the humidity it's no match. The temperature in the house still is 85° or higher and we have a small child so it has really been a difficult time for her and for us to see her like this. The paint from the garage ceiling is chipping, and we aren't sure what is causing it, so we parked our vehicle outside of the garage just in case the ceiling caves in. The bedroom windowsill is also denting due to water damage. It looks like it will fall as well. We just want the maintenance issues to be fully repaired and not for them to put a bandaid on them.

  

  Business Response

  Date: 09/02/2022

  Dear Resident, 

   

  Thank you for your feedback. After further review of your ticket, it appears your AC unit has been repaired at this time. We do understand your frustration in having to wait for your AC to be replaced. Please know, we answer tickets in the order in which they are received and try very hard to get A/C tickets done as quickly as possible, although they are not technically classified as "emergencies". We appreciate your patience as we get this done for you. Regarding the second issue you mentioned, we do not see any other open tickets under your name for that. Please submit a new ticket for that at resident.vinebrookhomes.com, there you can also track the status of all requests. Please do no submit duplicate requests, as these can sometimes get deleted automatically in the system which will delay your repair further. 

   

  Thanks for your understanding,

  -VineBrook Homes 

• Initial Complaint

  Date:08/29/2022

  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.

  My husband and I are renting a home through Vinebrook Homes in Ohio. The home was initially owned by a different property management and was sold to Vinebrook a year into a three year lease. Since signing our lease with Vinebrook, it has been nothing but a nightmare. The attic doesn't have sufficient insulation, so trying to keep the inside temperature at a comfortable level sometimes it a struggle sometimes. They refuse to do anything about it, claiming that they provide quality, safe and efficient homes. THAT'S A JOKE! They bought the home site unseen, so how would they know the condition of the home!? More recently, the GFI outlet in our bathroom stopped working. A work order was put in and someone came out the next day. The tech was unable to enter the home due to a minor being present. Another tech came out, but did not call and again was not able to enter the home because of the minor. No one called to follow up or to ask when would be a good time to come back. It's been several weeks and still haven't heard anything. Another work order was entered; no call or anything. My husband has been trying to get ahold of someone and we are unable to contact anyone. It's an answering service that answers. They cannot give any ETA times, etc. I am very displeased with Vinebrook and CANNOT WAIT to get out from under this lease.

  

  Business Response

  Date: 08/30/2022

   

  Dear Resident, 

  Thank you for your feedback. Upon further review, it appears that this work order request was remedied at 11:40 am on Monday, August 29th. Please let us know if you are still having issues. 

  We apologize for any inconvenience this may have caused you and your family and understand your frustration. Please understand when a resident submits a work order it grants us permission to enter the home and does not require additional permission or communication as stated in your lease. Unfortunately, due to work orders being completed first by urgency and then in which the order they came in, we cannot always guarantee a completion date at a certain time.

  Thanks again for your feedback. 

  -VineBrook Homes 

  Customer Answer

  Date: 08/30/2022

  
  
  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:08/25/2022

  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 moved into a property owned by VineBrooks in February. Since moving in, we have had a pest infestation and multiple gas leaks. We have gone without heat during the winter and have also gone without hot water. We had their maintenance guy come out to fix the heat issue during the winter and illegally worked in our furnace. It was red tagged due to a gas leak by the utility company. He watched YouTube videos to walk through fixing this. The only reason why someone even came out was because we involved the city rental inspector. At this point, we had heat and that’s all we were worried about. A month or so later, we smelled gas in our home and once again, we were red tagged and this time, we had no hot water. We involved the city rental inspector once again but this time, he was able to stop the maintenance man from working on a red tag and caught him watching YouTube videos. The hot water heater was replaced but when we called the gas company to turn the gas back on, our furnace was once again red tagged and is still not repaired. After months of the request being put in about a mouse infestation, the city finally gave them 7 days to fix it. It is still not resolved but since they “sent someone out and they put traps down” there is nothing we can do. Let me mention that you can hear them in the walls and it sounds like a war zone. They have a door bolted shut that the mice hide in. We informed the city and Vinebrooks about several bats flying at us while we are sleeping and entering our home and still have done nothing about it. We are concerned for the safety of our child and ourselves. This home should not be rentable. They don’t have a direct number and send us to a call center that says in the automated system that 2 maintenance requests for the same issue will lead to a $75 charge then their agents will push and shove the enter a new work order. This whole rental company is a scam and they don’t care about their tenants. I have multiple videos supporting this.

  

  Business Response

  Date: 08/31/2022

  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. The property management team has
  stated that our vendor, Pest Solutions 365, is doing a 3-week treatment on the
  mice issue. In regards for the gas leaks in the home, those maintenance
  concerns have all been resolved. 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.

  Customer Answer

  Date: 09/19/2022

  Duplicate Complaint Reopen

  Consumer’s Original Complaint:
  We moved into a property owned by VineBrooks in February. Since moving in, we have had a pest infestation and multiple gas leaks. We have gone without heat during the winter and have also gone without hot water. We had their maintenance guy come out to fix the heat issue during the winter and illegally worked in our furnace. It was red tagged due to a gas leak by the utility company. He watched YouTube videos to walk through fixing this. The only reason why someone even came out was because we involved the city rental inspector. At this point, we had heat and that’s all we were worried about. A month or so later, we smelled gas in our home and once again, we were red tagged and this time, we had no hot water. We involved the city rental inspector once again but this time, he was able to stop the maintenance man from working on a red tag and caught him watching YouTube videos. The hot water heater was replaced but when we called the gas company to turn the gas back on, our furnace was once again red tagged and is still not repaired. After months of the request being put in about a mouse infestation, the city finally gave them 7 days to fix it. It is still not resolved but since they “sent someone out and they put traps down” there is nothing we can do. Let me mention that you can hear them in the walls and it sounds like a war zone. They have a door bolted shut that the mice hide in. We informed the city and Vinebrooks about several bats flying at us while we are sleeping and entering our home and still have done nothing about it. We are concerned for the safety of our child and ourselves. This home should not be rentable. They have also canceled our maintenance requests for the pest issues to be fixed. I have went to the doctors and I have supporting documents showing I have health issues from the pest infestation. The health of my daughter, my fiancé, and myself is a huge concern and I don’t understand how this is even legal. I will share the videos as well.

  Consumer’s Desired Resolution:
  Compensation for my health issues; Release from lease

  

  Business Response

  Date: 09/21/2022

  Dear *****,

  On the attached city inspection notice, you will see a list outlining all of the work orders for your home. Our property management team has submitted those work orders to a Maintenance Technician, and he is repairing all of the highlighted items on found on page 2. Please contact us at
  [email protected] to speak with a VineBrook representative, if
  you have any additional questions. Thank you.