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

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

  
• 

  Vinebrook Homes Pittsburgh

  2809 Banksville Rd. Pittsburgh, PA 15216

• 

  Vinebrook Homes Cincinnati

  4856 Business Center Way Cincinnati, OH 45246

  
• 

  Vinebrook Homes Jackson

  100 Business Park Dr Ste G Ridgeland, MS 39157-6015

• 

  Vinebrook Homes Omaha

  8710 F St STE 118 Omaha, NE 68127-1532

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:03/27/2025

  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.

  Lost all of my property in my basement due to sewage backing up in the basement

  

  Business Response

  Date: 04/01/2025

  Dear ***,
  
  We understand the distressing flooding issues you experienced in your previous residence and we appreciate your patience during that challenging time. We're grateful that your renter's insurance policy covered your losses.
  
  Moving forward, ***, we want to express our sincere gratitude for your decision to transfer into a new home with us. Your trust in us means a lot, and we are committed to ensuring this home meets your expectations. Our manager and Service Supervisor will continue working closely with you to provide a comfortable and positive living experience.
  
  Your satisfaction is our priority, and we value your trust. If there is anything else we can do to support you, please don't hesitate to let us know at ************. 
  
  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:03/14/2025

  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.

  Where do I start first incident I asked for my locks to be changed and they came and changed them and charged me 150 dollars to change my locks. I recently found the spare key because I lost all three keys just for the key to still work. Then called them back and said that will be 75 more dollars to change the locks again when they wasn’t changed the first time. Second incident this month is I’m getting fined by the city because the siding is coming off the side of the hous. Put in a work order they brought someone out all he did was bring a ladder and left the ladder hanging on the house and never showed back up to do the work but put in the work is complete. That ladder scratched my bedroom window when a storm came and blew it down. Third incident was with the trash we pay trash every so many months but they don’t pay the trash so they stop picking up the trash I had a lot of trash just sitting there and all they can say is I’ll put in a order no remorse anything so we pay you guys but the bills don’t get paid last incident was the rocks under the porch need to be replaced I put in plenty of work order those are construction grade rocks they come look at it and complete the order no work those rocks help drainage from the water cause the backyard is not leveled so that water floods the basement..unprofessional I have been seeking legal actions because it’s a never ending problem then when you call they always have a attitude about you calling I called plenty of times about renewing my lease nobody responded back until the last day and now I have to pay 1400 dollars cause I never received a email anything phone call nothing I went from paying 1200 to 1400 that’s crazy and nobody want to fix anything I need answers

  

  Business Response

  Date: 03/19/2025

  Dear Mr. ****,

  Thank you for taking the time to discuss your concerns with us. We sincerely apologize for the frustration and inconvenience you’ve experienced, and we appreciate the opportunity to work toward a resolution. Below is a summary of the corrective actions our team is taking and what to expect moving forward.

  Lock Change Concern – After reviewing your account, we confirmed that no charge was applied for the lock change, even though it is standard policy. If you have any further concerns regarding this, we are happy to review them.

  Trash Service – We recognize the disruption caused by the trash collection issue and have been actively working with our utility department to resolve it. Ensuring consistent service remains a priority.

  Maintenance Issues – Open maintenance requests, including siding repair, drainage concerns under the porch, and other outstanding items, will be addressed during the home turn process. We acknowledge the previous incomplete work orders and are taking steps to improve response times and ensure completion.

  Property Condition & Storm Damage – We regret the additional impact caused by the storm and understand your concerns regarding ongoing repairs. The property management team is committed to ensuring all necessary repairs are completed.

  Lease Renewal Communication – We understand the frustration surrounding your lease renewal process. While lease terms and adjustments follow standard policies, we recognize the importance of clear communication and are working to improve outreach for future renewals.

  Transfer Process – We understand you are in the process of transferring to another VineBrook home. Our team is actively working with you to facilitate this transition as quickly as possible, and the property manager will remain in direct contact regarding next steps.

  We appreciate your patience and are committed to improving your experience. If you have any additional concerns, please don’t hesitate to reach out.
  

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:03/13/2025

  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 moved into the property 3/8 on a Saturday. Office closed on the weekend and had some issue go on and had to wait until Monday. Put in a couple of maintenance request and they finally came out yesterday on 3/12. On 3/12, approximately 9 am, was watching television and the lights went out. Called and let the property company know. They stated they would put in a work order when I clearly let them know that it was not a work order issue because I had went and flicked the fuse box switches and checked ameren outage center and nothing. That was a billing issue. Per lease, the utilities are to stay in company name and I pay a $10 monthly additional charge. Around 12:30 on 3/12, still nothing and I just happened to be at the mailbox and found an envelope stacked up against the side. There was a disconnection the the mailbox for Vinebrook for March 10. Called and informed them and had been calling all day until about 4p.m and finally they “claimed” they had to wait til tomorrow to get the lights on and that they would put me in a hotel and to call them once I arrived to the hotel if any issues. Called the property manager 6 times about 8:30pm on 3/12 and sent a text message and no answer. Went back home me and my kids and slept at the house with no lights. Called her this morning on 3/13, not one time time did she acknowledge my calls or my message and I went on to ask when would the lights be back on. She stated that she was 10 minutes from the office and that was the first thing she was going to do. Still no lights, no call back and it is approximately 9:30.

  

  Business Response

  Date: 03/14/2025

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you experienced after moving into your home. We understand how difficult it must have been to deal with these issues, especially with the delay in resolving the power outage. Your comfort and enjoyment are important to us, and we regret that you and your family had to go through this.

  We appreciate your patience as we worked to restore your electricity and address your maintenance concerns. We can confirm that your power has now been restored, and the plumbing issues have been resolved. Additionally, we understand that the technician attempted to fix your garage door but was unable to do so at the time. We have created a new service request and sent it to our vendor coordinator to ensure it is addressed. Please watch out for communication from the vendor.

  We value your residency and are committed to providing a better experience moving forward. If there are any other outstanding concerns, please don’t hesitate to reach out so we can assist you as quickly as possible.

  Best regards,

  VineBrook Homes 

• Initial Complaint

  Date:03/12/2025

  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.

  The steps to my home are dangerously cracking. I’ve placed 3 work orders for vinebrook homes to fix this issue and no one has showed up to fix the steps , re paint the porch or fix the railing. My rent is going up and they are not fixing anything in a timely manner. This is a dangerous hazard to my family and I walking in and out at any time someone can be hurt and vinebrook homes can be sued for negligence. Workers also left concrete all over the grass when they fixed one step 3 weeks ago. I need help with getting my steps fixed. This is unacceptable and a eye sore.

  

  Business Response

  Date: 03/13/2025

  Dear *******,

  Thank you for reaching out and for your patience as we worked through weather-related delays for this repair. We sincerely apologize for the frustration and inconvenience this situation has caused.

  We have reassigned the vendor to your request, and they will be reaching out to coordinate the necessary repairs. Please keep an eye out for their communication. If you have any further concerns, feel free to reach out to our customer service team at ************.

  We appreciate your patience and value you as a resident. 

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 03/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The steps are not done. Someone came out Friday fixed one step and then left all of his work in the yard. Concrete scrapes still in yard and porch has not been painted nor railing replaced or painted. Vinebrook homes has also closed the maintenance report after sending one in adequate worker to fix one step completely ignoring that the porch needs to be pained and railing needs to be painted as well. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/18/2025

  Dear *******,

  Our management team has reviewed your repair and shared pictures confirming the completion of the work.  Please see the attachments. They have also attempted to reach you to discuss this further. If the work has not been completed to your satisfaction, we encourage you to contact the management team through our customer service department at ************ so we can address any remaining concerns.

  We appreciate your feedback and look forward to assisting you. 

  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Porch was painted but there is still concrete scrapping left over in the yard that needs to be cleaned up properly by who put it there. The railing is still rusted and not fixed or painted over as we can see in the pictures. It seems they want to do a half job but until it’s completed properly I will continue to send the proof of a half done job. Vinebrook homes also came to my home this morning I guess to take pictures and still didn’t clean up the concrete scrapping left by the workers. 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/20/2025

  Dear *******,

  We want to confirm that the work on your porch has now been completed. We appreciate your patience throughout this process and understand the importance of ensuring all service requests are handled thoroughly.

  We value clear communication and want to make sure that future requests fully meet your expectations. Our management team is always available for a phone call or an email to discuss any concerns in detail. We hope to regain your confidence in our service and encourage you to reach out if there is anything further, we can assist with.

  If you would like to speak directly with the manager, please contact our customer service department at ************, and they will be happy to connect you.
  

  Thank you for your time, and we appreciate the opportunity to serve you.
  

  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 03/20/2025

  
  
  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:03/06/2025

  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 recently discovered that our water bill has not been paid, with an outstanding balance of $900. Given that water is included in our rent, and we have paid in full as required, this is a serious concern. Additionally our water bill keeps increasing and were being overcharged.
  
  Under Ohio Revised Code § 5321.04(A)(4), landlords are legally required to supply running water and keep essential utilities in working order. Failure to do so constitutes a breach of the lease and state laws. If this is not rectified promptly, I may be forced to escalate the matter, including filing a complaint with the Ohio Attorney General’s Office, the Columbus Code Enforcement Division, and potentially pursuing legal remedies, such as rent escrow under ORC § 5321.07.

  

  Business Response

  Date: 03/07/2025

  Dear ******

  Thank you for reaching out and sharing your concerns regarding the water bill. We understand the seriousness of this matter and appreciate your patience as we conducted a thorough review.

  After investigating the issue, our local property management team and utility team have confirmed that the outstanding balance has been paid, and the situation has been fully resolved. We sincerely apologize for any confusion or distress this may have caused and want to assure you that we remain committed to providing accurate and transparent utility billing.

  Additionally, to enhance billing accuracy and prevent future discrepancies, we have partnered with Conservice, a third-party utility management company. Their expertise will help us ensure that all utility charges are correctly processed and communicated moving forward.

  If you have any further questions or need additional clarification about the billing process changes, please don’t hesitate to reach out to our customer service team at ************. We appreciate your residency and are here to support you.
  

  Sincerely,

  VineBrook Homes 

   

  Customer Answer

  Date: 04/04/2025

  This issue is partially resolved. They have paid enough of the delinquent amount that the water is not being shut off, but now they are trying to force me to pay the remainder that THEY owe to the water company. They will not let me submit my rent payment without paying this extra charge.

  

  Business Response

  Date: 04/08/2025

  Dear ******,

  Thank you for taking the time to speak with our local manager. We understand your frustration regarding the recent charge and want to clarify the situation.

  Following an audit by the City of Columbus (COC), it was determined that your home was underbilled for sewer services between October 1, 2022, and February 21, 2024. Although you paid your quarterly bills consistently, the COC exercised its right to back bill for previously rendered services.
  

  To address this, our manager:
  

  *Provided a copy of the updated invoice, which confirms there are no arrears and only the current amount is due.

  *Explained that VineBrook did not misbill or apply any past-due charges to your account.

  *Issued a $200 concession as a courtesy to help offset the impact of the adjustment.

  We understand this outcome may still be disappointing, but we hope this context helps clarify that the additional charge originated with the city and not VineBrook. We appreciate your understanding and remain committed to supporting you through the process.

  Please reach out if you need further assistance, 855-513-5678.
  

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:03/06/2025

  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 a lease with Vinebrook at **** ****** **** ********* ** *****. I asked for an application for my partner to be added as a roommate. I dropped off a month worth of pay stubs, a copy of his ID, the application and the $40 Money order. They sent the addendum for him to be added as a roommate on 3/3/2025. We both signed it and now they are saying he is not approved to be a roommate. They are not honoring the fact that we both signed the addendum. They are saying that it is due to his income and charge offs. They said that they did have the income after we said yes you all do and now they are saying he is still unable to process him as a roommate because of charge offs. But my thing is why would you send the addendum if he wasn't approved? They are not honoring the roommate addendum.

  

  Business Response

  Date: 03/10/2025

  Dear *******,

  Thank you for reaching out and for your patience while we reviewed this matter. We understand the frustration and inconvenience this situation has caused and we sincerely apologize for the confusion surrounding the roommate approval process.
  
  We understand that you followed the necessary steps to submit your partner's application, including providing documentation and payment. Unfortunately, there was a miscommunication in processing the roommate addendum, which was sent prematurely before the qualification review was completed. While our policy requires all applicants to meet screening criteria—including income verification and credit history—there was an oversight in this case.
  
  We recognize that the signed addendum constitutes a legally binding agreement, and despite our previous denial communication, we will proceed with adding the roommate. You should expect additional clarification from the local team regarding this matter and instructions with any next steps required to finalize the process.
  
  Should you have any additional questions, please follow up by contacting our customer service number at ************.
  
  We appreciate your understanding and value you as a resident. Thank you for the opportunity to review and resolve this matter. 
  
  Sincerely,
  VineBrook Homes
  

• Initial Complaint

  Date:02/28/2025

  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 signed a lease on Jan 30th to move into a house on Feb 1st at **** ******** *** ************ ** *****

  They did not inform me until the day before I moved to sign my lease that there was a 10.00 Admin fee, and the yearly lease is 15 months not 12 months. I had already informed my previous renter and had the electric turned on. I felt I had to sign.
  

  The problems begin:
  

  I quickly found out there were two large groundhogs living under the front of my steps that I use everyday to come and go. I called the Wilkinsburg Borough and they informed me they could cite the landlord but in retaliation that I could be evicted. So I got a cage and took care of the matter myself.

  1. ***** ****** showed me around the house and went into the basement and the filter she had was extremely too large for the furnace. She didn't even know where to put it nor how to open the furnace to put it. We finally figured it out and I’d never seen a
  furnace like this? The furnace for the filter was not your normal size, extremely small and filthy. I informed ***** that day I would not touch that furnace like suggested because it’s not responsibility and they’d not blame me for Vinebrook Homes negligence. A few months later I put in a maintenance request, and they sent a handyman. He looked and said he would bring a filter back. As of today 2/25/2025, I have not received a filter. I informed them they could come on Saturdays or Mondays. I asked Vinebrook ******** ******* when was the last time the furnace had maintenance? She said HVAC was done November, 2023. I asked what they meant by HVAC and no response.

  2. I sent a maintenance request letting ******** ******* and them know that the Carpet is filthy and every time I walk on it, it seems to get dirtier. I told them this was unusual and said maybe it’s mold or mildew and sent pictures. They sent a handyman and he said it’s
  not mold and left. They closed the maintenance request and did nothing. I called the Health Dept and they came out to the house. They determined the gutters needed to be cleaned and carpet needed maintenance. The Health Dept. said Vinebrook was in violation of Code VI. I received a threatening email from VineBrook that I was in breach of Contract because mold and mildew on the carpet was caused by gutters not being

  Please See Attachment

  

  Business Response

  Date: 03/04/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. Your comfort and satisfaction are of utmost importance to us. We understand how important it is to feel comfortable in your home and want to ensure that your questions and maintenance needs are addressed appropriately.
  
  We encourage you to review your lease agreement. It is a bilateral document, meaning both parties have responsibilities outlined within it. Understanding these expectations can help clarify any concerns, and we are happy to discuss any questions you may have.
  
  Regarding your lease terms, our records show that you signed your lease on January 12, 2024, two weeks before your scheduled move-in on February 1, 2024. The $10 administrative fee was disclosed during the leasing process, and we apologize if there was any confusion. We strive to ensure that all lease terms are clear before move-in.
  
  Regarding your furnace filter, while we cannot confirm the condition of the HVAC system at the time of move-in, our team has offered multiple times to provide and demonstrate how to replace the filter as a courtesy. However, we have not received confirmation of a date to complete this service. If you still need assistance, we will coordinate a time that works for you within our business hours.
  
  Regarding the carpet and gutters, the first concern about the carpet was raised in September 2024, seven months after move-in. While we cannot verify the last carpet replacement date, we did have a professional assess its condition. Additionally, the Health Department recommended gutter maintenance, which, per the lease terms, is the resident's responsibility. A copy of the lease has been provided to clarify this requirement.
  
  We recognize your concerns and want to work toward a resolution. As a goodwill gesture, we extended the Early Bird renewal deadline to allow time for these matters to be addressed. Additionally, if you feel the home no longer meets your expectations, we have offered you the option to rescind your renewal and move out. If you choose this option and there are no damages beyond normal wear and tear, your security deposit will be refunded within 30 days of move-out. We want to make this process as clear and straightforward as possible for you.
  
  We appreciate your time in reviewing the lease and encourage you to reach out with any questions about what is expected of you. We are here to assist you, whether that's scheduling maintenance, discussing your renewal, or addressing any remaining concerns. Please let us know how you'd like to proceed, ************. Your lease is attached to this message for your convenience. 
  
  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They ignored the 10.00 Adm fee that is a one y r 7u time yrly fee and the max is $50-$200 one time fee not every year. The Health dept said gutters need cleaned and carpet a violation Vl. Vinebrook accused me not Health dept. The gutters didnot cause the stains and filth  oming from under the surface. They did not send a professional to yhe home. He was a handyman. I had two professionals Coit and Roth Carpet come out. I know the gutters to be cleaned is conviently in the lease but I rent aand do not own this prpperty . This a extra bill I should notbe responsible for.

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

  

  Business Response

  Date: 03/06/2025

  Dear ******,

  We understand that clarity and fairness in your lease terms are important, and we want to work with you to find the best resolution.
  

  Regarding the administrative fee, we understand your frustration, and we want to ensure accuracy in what was agreed upon. The lease you signed outlines that the $10 administrative fee is a recurring monthly charge, not a one-time fee. We apologize for any confusion and appreciate your understanding of the terms outlined in your agreement.

  Regarding maintenance responsibilities, your lease states that gutter cleaning, HVAC upkeep, and general property maintenance are resident responsibilities. We understand that this may feel different from other rental experiences, but these terms were reviewed and agreed upon when the lease was signed.

  Regarding the carpet condition, you are correct that we did not send an external vendor to inspect the carpet; instead, our team conducted an assessment. During the visit, it was determined that the carpet’s current condition is due to a lack of cleaning rather than an underlying issue with the property. That being said, as a goodwill gesture, we are willing to arrange for a professional carpet cleaning should you choose to remain in the home.

  Additionally, we recognize that you have expressed dissatisfaction with the property. As previously mentioned, we are willing to rescind your renewal lease, allowing you the option to move out if you no longer feel the home meets your expectations. If you choose this option and the home is returned in good condition, without damages beyond normal wear and tear, your security deposit will be refunded within 30 days of move-out.
  

  Please reach out to the property management team to either schedule the carpet cleaning or discuss the rescission of your renewal. Our goal is to ensure you feel comfortable and supported in whichever path you choose.

  We appreciate your communication and look forward to resolving this matter with you. 
  

  Best regards,

  VineBrook Homes

  Customer Answer

  Date: 03/07/2025

  It is not my responsibility to hire and pay for Furnance maintenace. I paid security dep and one time Admin fee. You did HVAC 2023. YOU should have done 2024 every year not when you want to. You still have not supplied a filter your handyman promised around Feb/March 2024. I am not a professional HVAC worker nor handyman.  Also,, I was sent on Jan 27th an Amendment on the renewal lease that I am responsible to pay Lessors sewer, water, trash to TCVCOG from Jan 2025 to Dec 2025. My original lease ends May 1. 2025. This unethical request or amendment  should begin on May 2, 2025 only if I decide to stay. Also, I want to know and proof when gutters were last cleaned before I'm held responsible to clean? I know the last tenants did not.

   

  

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  Thank you for reaching out once again and sharing your concerns. We understand your frustrations and want to assure you that we are here to help. We understand that living conditions can be challenging at times, and we want to ensure you have all the necessary information about your lease and responsibilities for the home.
  
  Your responsibilities, as outlined in your lease, remain in effect, and we are happy to review them with you if needed. We also want to clarify that any conditions of the property before your residency do not alter the terms of your current lease agreement. We apologize for any confusion and deeply appreciate your understanding and compliance with the terms outlined in your contract.
  
  A copy of the utility addendum for both your current leasing term and the renewal lease is attached for your review. Please be assured that nothing has changed concerning the utility charges between the two terms. Your sewer, water, and trash are still paid by us for reimbursement payment by you.
  
  Before your move-in, the service team ensured the property was ready, including cleaning the gutters. Regarding HVAC inspections, we do not perform annual inspections as part of standard maintenance. However, if you're experiencing issues with the unit and it's not working correctly, please submit a service request, and our team will address the concern. Also, submit a service request so we can come out and assist you with your filter. We appreciate your compliance with this process. 
  
  Additionally, we understand your dissatisfaction with the property and the leasing expectations. As previously mentioned, we are willing to rescind your renewal lease. This means that you have the option to move out if the home no longer meets your expectations or you disagree with the leasing terms. If you choose this option and the house is returned in good condition, with no damages beyond normal wear and tear, your security deposit will be refunded within 30 days of move-out.
  
  If you would like to pursue this option or have additional questions, please don't hesitate to contact the local property management team at ************. They are eagerly waiting for your call and are fully prepared to assist you with your next steps.
  
  We appreciate your time and look forward to resolving this matter with you.
  
  Best regards,
  VineBrook Homes
   
  

  Customer Answer

  Date: 03/13/2025

  Vinebrook is including an Admin fee in my lease renewal of 10.00 a month. I paid already my first year and by law it is a one time fee. I need confirmation if gutter were done 2023  efore I moved in 2/2024. HVAC maintenance is 100 percent Lanlord. I will change filter only once they provide and how its done only.I keep receiving deliquent water bills. I donot owe 200.00 for trash for 2025? They7 keep comi g up with addendums and additional bills? I want my entire security dep retuned if they can not meet these terms. Please let me know. Time is of the essence.

• Initial Complaint

  Date:02/26/2025

  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've been renting from Vinebrook since 2020 and the house has been falling apart and needs extensive repairs. They trap you into renewing your lease by sending a renewal 6 months before the lease expires and will give you two weeks to decide or else it the amount goes up even more. This current renewal is going up my $200 (I understand a pet fee is also involved in the increase). For that increase amount, ALL repairs in the home should be fixed. Also since they've taken over the water bill, the amount owed per month has doubled. When I was paying it on my own, the monthly amount was way lower. Vinebrook seems more concerned with getting money from tenants and you can never get a call back from anyone from the leasing office. I deserve a better quality home. Everyone does...

  

  Business Response

  Date: 03/04/2025

  Dear *****,

  Thank you for reaching out and sharing your concerns. We understand how important it is to feel comfortable in your home, and we truly want to work with you to address any outstanding issues.

  Regarding maintenance, we want to ensure that all necessary repairs are taken care of as quickly as possible. Our records show that the most recent service request was submitted on December 16, 2024, for repairs noted after your renewal inspection. Before that, the last request was on August 28, 2024, for water leak. If there are additional concerns that need attention, we encourage you to submit a new service request through your resident portal at resident.vinebrookhomes.com or by calling our customer service team, ************, who can assist with submitting requests on your behalf. Keeping an open line of communication allows us to resolve concerns more efficiently and prevent small issues from turning into larger ones.

  Regarding your lease renewal, we truly appreciate you choosing to make this home yours since 2020. Over the years, your average annual increase has been $46.50, which remains below market trends. This renewal period reflects a $194 increase, bringing your rent more in line with the current market rate. However, we understand that changes in expenses can be challenging, so we’d like to offer a $20 reduction on this increase. Additionally, if you have your own renter’s insurance, you may submit proof of coverage, and we can remove the damage waiver insurance fee.

  Regarding the water bill transition to Conservice, we understand that changes in billing can sometimes be an adjustment. This was a company-wide decision and is not subject to modification, but our retention specialist would be happy to review this change with you and provide tips to help make this transition smoother.

  We encourage you to connect with your retention specialist to go over your lease renewal rate, utility billing changes, and damage waiver insurance updates in more detail, as well as to discuss the reduced offer.
  Your comfort and satisfaction in your home matter to us, and we appreciate the opportunity to work with you. Please don’t hesitate to reach out with any further questions or concerns.
  

  Best regards,
  VineBrook Homes
  

• Initial Complaint

  Date:02/18/2025

  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.

  Basement drain has backed up 4 times in the last 6 months leaving sewage on my basement floor. Vinebrook sent a company out twice who cleaned the drain once. Now 2 months later I have a lake in my basement. I am not able to bathe or do laundry and when I flush the toilet or run any water the lake gets bigger. It has been 4 days and I have not heard from Vinebrook after submitting a maintenance request, calling and emailing. No emergency maintenance exists and there is no way to talk to someone at the local office. I have been dealing with this for 6 months and Vinebrook doesn't care. I am livid about the state of my home right now.

  

  Business Response

  Date: 02/20/2025

  Dear ********,
  
  We sincerely apologize for the frustration this ongoing issue has caused you. We understand how disruptive it has been, and we deeply appreciate your patience and understanding as we worked toward a resolution.
  
  Our team has been in regular communication with you since Tuesday, providing updates as they become available. We understand that there was an initial delay due to a work order issue, but we immediately took steps to address the situation. We also offered alternative accommodations, which you declined in favor of staying with your sister. As of 5:30 PM last night, we are pleased to report that your plumbing is fully operational.
  
  We will contact you shortly to confirm that everything remains in working order. Rest assured, we are reviewing your maintenance history to prevent future issues. Please don’t hesitate to contact us at ************ with any further concerns—we are here to help and ensure your comfort.
  
  Sincerely,
  VineBrook Homes 

  Customer Answer

  Date: 03/13/2025

  Yes the issue has been resolved but it should not have taken 6 days.  They don't consider a backed up drain and inability to wash dishes, shower or do laundry due to a smelly pond in the basement an emergency.  It is if you live there.  

  
  

  Thank you

  
  

  ******** ***** 

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  In December 2024, I called the bureau and spoke with a lady named Yira Bales. I informed her that I wanted to move out, and she told me that I would need to pay three months' rent to buy out my lease. I asked her if this meant I had to pay for January, February, and March, and she confirmed this. She then asked when I was planning to move, and I said at the end of January. I asked her again to confirm that I needed to pay for January, February, and March, and she said yes. She did not mention that I would have to pay for January twice. She told me my balance would be $4,590, which needed to be paid on the first day of January, and I did.
  
  Since English is my second language, I asked her again about my $1,400 security deposit. She said I could get it back once I returned the keys and that I could not deduct it from the $4,590. After completing my paperwork, I called them to ensure everything was okay. She then told me that I had a balance of $1,540 for January. I told her that she had not mentioned this before. If she had, I would have moved out at the end of December because I had already paid rent for my new apartment and could not afford to pay rent twice in January. She told me just to drop off the keys and they would see what they could do. She apologia for the misunderstanding
  
  Today, I received a letter stating that I have a balance of $90 because they used my deposit to cover January's rent. They are taking advantage of the fact that I don't speak English well and may not understand everything. They took my money even though I left the house clean. They are supposed to refund my security deposit.

  

  Business Response

  Date: 02/19/2025

  Dear ****,

  Thank you for reaching out and sharing your experience. We sincerely apologize for any confusion regarding your lease buyout and January rent charges. We understand how frustrating this has been for you, and we appreciate your patience as we worked through the details.

  After reviewing your account, we recognize the miscommunication regarding your payment obligations. To resolve this, we will be issuing a refund check for January’s rent charges. Please allow a few days for processing and delivery.
  

  We appreciate the time you spent in our home. We wish you all the best in your new home, and if you need any further assistance, please don’t hesitate to reach out, ************.
  

  Best regards,

  VineBrook Homes 

  Customer Answer

  Date: 02/19/2025

  
  
  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,
  
  
  
  **** ******