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:02/06/2025

  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.

  From the time we moved into **** ********** ** the bathroom wall was out of place in a small area. Since moving in that broken seal has never been repaired and now recently a new tile has completely fallen out of the wall. It took Vinebrook almost a week to come inspect the hole, in which I was told the wall may need replaced and the tub needed to be reglazed but they needed approval through vinebrook and they would return for that repair. When they returned they only sealed the same fallen tile into the wall with an excessive amount of silicone, and did repair the original cracked seal nor did they reglaze the tub. I filed a complaint with pictures of the work done. They now sent a third person to inspect the damage. He also told me the work needed redone or replaced, and the tub needed reglazed at a minimum. He said he would return the following Monday morning. No one showed on Monday, when I called I was told we were scheduled for Tuesday. Someone showed up on Tuesday to fix tile flooring which was clearly not the correct repair. I was rescheduled again by a fourth person with now several complaints called in. I was told it was rescheduled for Thursday at 10:00 AM. No one showed up today, it is now 245 and I have called twice to find out where they are. Each time I was told they would contact the maintenance manager and get back a hold of me. I have yet to receive a call back from Vinebrook.

  

  Business Response

  Date: 02/12/2025

  Dear ***********,

  We sincerely apologize for the delays and miscommunication regarding your bathroom repair. We understand your frustration and appreciate your patience as we resolve the issue.
  
  The initial repair did not meet our quality standards, and we regret the multiple scheduling issues you experienced. We have since taken corrective action, and as of today, the necessary repairs to the tub and wall have been completed.
  
  We are strengthening our processes to ensure better communication, scheduling, and repair quality. Thank you for bringing this to our attention, and please let us know if you have any further concerns.

  Best regards,
  

  VineBrook Homes

• Initial Complaint

  Date:01/30/2025

  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.

  My water was shot off yesterday. Water is included in the rent. Vinebrook pays Aqua. Vinebrook is in the process of changing water companies. Aqua told me Vinebrook has not paid my water bill.

  

  Business Response

  Date: 01/31/2025

  Dear ******,
  
  We sincerely apologize for the inconvenience and frustration you experienced regarding your water service. We understand the importance of this matter and appreciate you bringing it to our attention.
  
  Upon review, we have confirmed that your payment was received on time, and our team has taken immediate steps to resolve the issue with the water provider. These steps include:
  *Confirming Payment Status: Our accounting team has verified that the payment was processed and sent to the water company.
  *Coordinating with the Water Provider: We have directly contacted Aqua to clarify any discrepancies and ensure payment is correctly applied to your account.
  *Immediate Follow-Up: We have confirmed with Aqua that your service was restored at 2 pm EST, 1/30/2025.
  *Preventative Measures: To prevent this from happening again, we are reinforcing internal payment tracking and provider coordination to ensure the timely application of payments.
  

  We understand that trust is essential in your residency with VineBrook Homes. As a gesture of good faith and courtesy for the inconvenience this incident caused you, we are crediting your account with $100. Please let us know if you need anything else.
  
  Thank you for being so patient as we worked toward a resolution.
  
  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:01/30/2025

  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.

  When leasing with vinebrook homes you have to pay your water bill in the residence portal. Vinebrook well then pay the water company! Today my water was cut off because vinebrook did not pay the water bill even though I paid my bill to vinebrook! Vinebrook then tells me they sent a check and is resolving the issue. They then told me there was a water outage and that’s why my water is off! I then talked with the water company myself (aqua) and they informed me that Vinebrook did not pay them and that there is no water outage in my area! I no longer trust vinebrook and no longer want to be a resident of theirs!

  

  Business Response

  Date: 01/30/2025

  Dear *****,

  We sincerely apologize for the inconvenience and frustration this situation has caused. We recognize the importance of uninterrupted water service and appreciate you bringing this to our attention.

  After reviewing your account, we confirmed that your payment was received on time, and we took immediate action to resolve the issue with the water provider. The steps taken include:
  *Payment Verification: Our accounting team has confirmed that your payment was processed and sent to the water company.
  *Coordination with Aqua: We contacted Aqua directly to address any discrepancies and ensure proper application of payment.
  *Service Restoration: Aqua has confirmed that your water service was restored at 2 PM EST.
  *Preventative Measures: To prevent future occurrences, we are strengthening our internal payment tracking and provider coordination processes to ensure payments are applied without delay.
  

  We understand that trust is fundamental to your experience with VineBrook Homes. As a gesture of goodwill and to acknowledge the inconvenience, we have applied a $100 credit to your account. Please let us know if there is anything else we can do to assist you.

  Thank you for your patience as we worked to resolve this matter.
  

  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:01/14/2025

  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.

  Don't ever under no circumstance Rent from this company they will never fix any housing problems. They will try to take you for every penny and you can't contact them if you have any problems. They lie to get you in a lease then they overcharged for rent and utilities.Then they want to evict you and you pay all the courts cost while the add charges to your account . So Get your lawyer to sue them .

  

  Business Response

  Date: 01/14/2025

  Dear *********,
  
  Thank you for reaching out and sharing your concerns. We understand this has been a challenging experience, and we want to assure you that we are committed to addressing the matters you raised with care and transparency.
  
  Eviction Process and Charges:
  The eviction process was handled per the lease agreement and applicable laws. During the court proceedings, the judge reviewed all charges, confirmed their accuracy, and validated that they complied with the lease. A consent judgment was agreed upon, which included a payment plan; however, the terms of this plan were not adhered to.
  
  Writ of Possession and Move-Out Statement:
  The court granted a writ of possession, and you vacated the property on 12/17/2024. You should have received your move-out statement outlining any final account details. If you have questions about this statement, don't hesitate to contact our office.
  
  Service Request History:
  Regarding your claims about unresolved maintenance issues, our records show that you submitted no service requests in 2024. The only recorded service request was for the air conditioning unit in 2023, which was promptly repaired, and no further issues were reported afterward.
  
  We truly regret that your experience did not meet your expectations. If you have unresolved matters or additional questions, please don't hesitate to contact us at ************. We're here to listen, provide support, and assist you in any way we can.
  
  Wishing you the best,
  VineBrook Homes 
  

  Customer Answer

  Date: 01/14/2025

  I didn't even live there in 2023 . So that shows how much you care about your tenants. VB has been confusing me with past tenants since I moved in there 4/1/24. That's how they add all these charges. Then when you call to correct them the lady we signed the lease with no longer works there and then the office in Maryland heights close without letting the tenants know at all . VB is doing the same mess they did in Ohio and should be sued again soon 

  

  Business Response

  Date: 01/15/2025

  Dear *********,
  
  We sincerely apologize for the error in referencing your length of residency. We confirm that you moved into the property on 4/1/2024. This was an oversight, and we appreciate the opportunity to correct it.
  
  We understand that the recent staff changes and the Maryland Heights office closure may have caused some confusion. We regret any inconvenience this may have caused.
  
  We are committed to resolving your concerns. If you have additional questions, please don't hesitate to call ************; we'll do our best to assist you.
  
  We wish you the best, 
  VineBrook Homes

• Initial Complaint

  Date:01/09/2025

  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.

  Hi I rent from Vinebrook homes and they are cheating me out of money, they took over our utilities just so they can over charge their residents, when I was paying my own water bill never have I paid 100 anything on my water bill, these people is charging 150 to 180$ a month water bill and over charging on other fees, they don’t come and fix anything my basement has foundation leaks and they said they not going to do anything about it, this rental business is getting over on thier residents and I recommend no one rent from this company

  

  Business Response

  Date: 01/13/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation must feel, and we want to address each of your points thoroughly to provide clarity and assistance.
  
  First, regarding the water bill charges, we reviewed your account and discovered that you were overbilled in December. You were charged $170.19 instead of $59.30. We sincerely apologize for this error and are submitting a ledger credit for $110.89 to correct it. This adjustment will be reflected on your accounting statement shortly.
  
  As for the condition of your basement, we understand how concerning this issue can be. We want to remind you that under section 4.1 of your lease, non-livable spaces such as basements are addressed based on specific criteria. No further action is required if there is no standing water, or the water dries up on its own. However, we responded to your rainwater report in the basement on 11/05/2024. If water is present again, we encourage you to submit a new service request through your resident portal so that we can assess the situation promptly.
  
  We also acknowledge your concerns about the overall service experience. Please know that we are committed to resolving issues efficiently and transparently. If you have additional concerns or questions, please use this feature on your resident portal or call our customer service team at ************.
  
  Thank you for allowing us the opportunity to address these matters. We value you as a resident and are here to assist in any way we can.
  
  Best regards,
  VineBrook Homes
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a resident with VineBrook homes since 2021. Since then, my rent has gone up yearly by substantial amounts while the home continues to stay in its less-than-average condition. On top of that, every service ticket I submit causes the home more damage when someone comes to "fix". This includes a hole in the wall in my garage, and wastewater being spewed all over my bathroom and other parts of the house (which I was left to clean).
  
  When trying to bring concerns to VB, I get a run around, sometimes taking over a week to hear back from anyone. The agent "Tiffany" emails and texts me copy/paste statements, but you can't call the number, and they never responded to my messages or concerns (I can attach screenshots if necessary). The only way to speak to a person is to get an outsourced call center for their maintenance team, or a person who essentially takes your complaint and forwards it to someone else.
  
  When I finally got to speak with a member of leadership, they took their time as well, even forgetting to submit a service ticket to fix my wall, and follow up on rent pricing. And when they finally got back (which was the last day I could sign my lease renewal without a penalty), they offered $20/mo. off my rent as some kind of insulting consolation.
  
  The aforementioned seemed like they were using social manipulation tactics to force my hand on signing.
  
  Finally, when working from home on 1/8/2025 and in the middle of a meeting, one of their maintenance (with nothing on them stating they're from VineBrook) just walks into my house. This is a blatant violation of privacy and puts VB staff at extreme risk doing such practices.
  
  Overall, this is a company that may warrant further scrutiny from authorities.

  

  Business Response

  Date: 01/13/2025

  Dear ******,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you've encountered during your time with VineBrook Homes. We understand how important it is for our residents to feel valued and supported, and we regret that we have not met your expectations in addressing your concerns.
  
  We acknowledge your concerns about the condition of the home and the issues with service requests. To address these, we will return to the property to repair the drywall hole in your garage. Additionally, the market will offer you a new renewal rate of $20 less than the original offer as part of our efforts to provide some relief regarding rent adjustments.
  
  We are also deeply sorry to hear about your experience with our communication process and the maintenance entry incident. We take these matters very seriously, and your feedback has been shared with the team to review our procedures and ensure proper notice and identification for future visits. Your privacy and safety are of utmost importance, and we will work diligently to prevent this from happening again.
  
  We appreciate your patience and the opportunity to make things right. Please feel free to reach out if you have additional questions at our main line ************ or use your resident portal contact us feature. If there are other issues, you'd like us to address, please don't hesitate to bring these to our attention.  
  
  Thank you for being a resident with us, and we are committed to improving your experience moving forward.
  
  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 01/14/2025

  
  
  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:01/07/2025

  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.

  Vinebrook has failed to meet the bare minimum requirements expected as a landlord. Despite my numerous requests for someone to contact me by phone, they send smug emails and never call in a timely fashion. I gave up after a year, requesting that my air conditioner be fixed. I was told I was on a list for service/replacement over 2 years ago; I have given up on that. It took them 18 months to fix my roof to prevent raccoons from further damaging the attic crawl space.
  Unfortunately, that is not even the worst part. I spoke to multiple people over the last week requesting my lease renewal be discussed with someone that is knowledgeable about it. I was lied to, they attempted to convince me that nobody could change it and I just needed to sign the renewal. They said they would call me by end of day yesterday. Today I got another email stating that if I don't sign the renewal, I will be susceptible to an even bigger rent hike.
  Even though the local regulations were passed about 2 years ago that the owner is responsible for utility payment, this is another thing that Vinebrook is incapable of doing. Since they took over the electric and water utility, the electricity has been disconnected for non-payment and both utilities have had multiple shut off notices. I have yet to be billed on reasonable basis for my electricity and they have charged me for their deposit to switch it into their name. They expect me to pay on time or I get automated late fees, but they are accountable for nothing and to no one.
  I was recently notified that they changed their LLC for my next lease, seems like shady accounting practices to me. I have heard about lawsuits filed against them in Cincinnati and St Louis districts, maybe that is the way the Columbus office is headed.

  

  Business Response

  Date: 01/10/2025

  Dear ********,

  Thank you for bringing your concerns to our attention. At VineBrook Homes, we are committed to ensuring a positive living experience for every resident. We appreciate the opportunity to address the issues you’ve encountered and are dedicated to resolving them to your satisfaction.

  Our property management team has taken the following actions to address your concerns:

  Work Orders: While no open work orders currently exist, we understand the frustration caused by previous delays in resolving maintenance issues. The property manager has acknowledged these delays and expressed empathy for their impact on your experience.

  Utility Billing: We reviewed your utility billing concerns and provided copies of your most recent AEP bills for transparency. Upon further investigation, we identified and corrected $6 in erroneous late fees and a duplicate partial billing. As a goodwill gesture, we applied a $50 credit to your account.

  Lease Renewal: We reviewed your lease renewal concerns, including the rent increase. To align better with your expectations, we reduced your renewal rate by $20 per month, and a revised lease has been sent to you for review.

  Your feedback is invaluable in helping us improve our processes and enhance the support we provide. We are committed to improving our responsiveness and service standards to ensure you feel valued as a resident.

  If you have any additional questions or need further assistance, please don’t hesitate to contact us at our main line ************. Your satisfaction is our top priority, and we are grateful for your cooperation as we work to improve your experience.

  Thank you for being a part of the VineBrook Homes community.

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 01/24/2025

  I have finally received communication from Vinebrook. I received the $50 credit they promised and they said they would handle my A/C issues in April or May. I do not have final resolution as of today on the A/C or utilities issue. If you do not want to keep it open that long, I can refile in a few months if they do not follow through.

• Initial Complaint

  Date:01/07/2025

  Type:Product 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 with vinebrook homes on 12/18/2024. On the day of the move in, no blinds up, a window was shot out, carpet nasty, bugs and the garage wasn’t operating correctly. I was advised id have to provide my own blinds, clean my own carpet, I needed to place a work order for the garage. Fast forward, after paying to have blinds installed, paying for carpet cleaning and pest control I attempted to move in. January 2 we approach the home only to find windows busted out. Georgia weather currently 30 degrees and less and a board was halfway place up against the window. A work order was placed and deemed an emergency. On top of the window being busted out, the furnace didn’t produce heat and the hot water tank didn’t work. It is now January 6 and I still have wood up to my window and the house is freezing! I have a 3 year old son. Vinebrook is giving me the run around about fixing this window when I paid my rent on the 1st. The home is basically inhabitable considering its freezing degrees outside! Georgia is threatening snow at this time and we basically have no where to go! I can’t afford to pay for 2 places at a time! This needs to be addressed as I’m considering possible legal ramification or simply breaking this brand new lease due to my living conditions. Besides the cold, it’s a security issue to just have my home open with a busted window as if I’m living in an abandoned house welcoming intruders. Vinebrook needs to handle this ASAP! I have kids. This is not ok. They charge a $10 maintenance fee but doesn’t address maintenance issues! How ironic. I’m a new tenant! This home was NOT move in ready!!

  

  Business Response

  Date: 01/08/2025

  Dear *******,

  First, we sincerely apologize for the difficulties you’ve experienced since signing your lease and attempting to settle into your new home. We understand how frustrating and stressful this situation has been, especially given the cold weather and the fact that you have a young child. Your comfort and satisfaction are our top priorities, and we want to assure you that we take your concerns very seriously.
  
  Here’s a detailed update on the issues you’ve raised and the actions we’ve taken:
  Broken Window:
  When you reported the broken window on January 2, 2025, we immediately dispatched a vendor the same day to secure the window with a board and take measurements for a replacement.
  The replacement window arrived on January 6, 2025, and the installation was completed the following morning, January 7, 2025. We understand how challenging it was to have this issue linger during such cold weather, and we genuinely appreciate your patience.
  

  Water Heater:
  We received your work order regarding the water heater on January 3, 2025, and acted quickly by dispatching a vendor that same day.
  The water heater was replaced and became fully operational by January 5, 2025. We regret the delay in resolving this and the inconvenience it caused your family.
  

  Furnace/Heat:
  While we have no record of a work order regarding the furnace or heat, we understand how critical this is, particularly in the current weather. A technician recently dispatched to your property has confirmed that the heating system is functioning correctly, but if you encounter further issues, please don’t hesitate to contact us, and we will address them immediately.
  

  Garage Door:
  We received your work order on January 6, 2025, and a technician is actively working to resolve the issue.
  

  Blinds, Carpet Cleaning, and Pest Control:
  Although Section 11 of your lease indicates that residents are responsible for their window coverings, we recognize how disappointing it was to move into a home that did not feel move-in ready.
  We will reimburse you for the carpet cleaning and pest control services you had to pay for out of pocket to support you. Please send us the receipts for these expenses so we can process your reimbursement promptly.
  

  Additionally, our local manager has been trying to reach you to discuss these concerns further but has not been able to do so. Please give her a call at ************ ext. **** as soon as possible so we can address any outstanding issues.
  
  We sincerely regret your challenges and the stress this has caused your family. No one should have to deal with these issues during an exciting and positive transition into a new home. We are here to ensure your home is comfortable moving forward.
  
  We appreciate your patience and understanding as we work to make this right.
  
  Sincerely,
  VineBrook Homes
  

  Customer Answer

  Date: 01/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have made several attempts to reach out to management via the info provided. I have left several messages and no return calls. And for that reason I’m saying reject the response. I’m not sure who stated they checked the furnace but the house it not heating period. My light bill is charging roughly $32 daily and I’m not home to use power so some additional is going on. While I know the work order states 1/7 for the garage, the agent was notified during the move in of the garage not working as well as the front window having a bullet hole and she made a note of that. The garage has been fixed but I still have a bullet hole in the front window and I was told on 12/18 someone would be there to replace. I appreciate the efforts to be swift but waiting 5 days for a window replace in 30 and under weather is not prompt at all. As far as receipts for the reimbursements, whom do I submit them to? And just to be clear, the lease states you’re responsible for your own window coverings correct, so can it be noted that once my lease end it’s safe for vinebrook not to expect me to leave the blinds in the home. It was window coverings correct upstairs but not downstairs so that clause doesn’t make much sense if that how you conduct business. I’m not trying to be difficult I’m just looking to be treated fairly and id actually like to enjoy the home that I chose to rent from you. The number on file is accurate and up to date. ************. Not sure what phone you have been calling but this is my number and I’m open for a conversation whenever convenient for you. Thanks
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 01/21/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We want to assure you that we are fully committed to resolving these issues. Below is a detailed summary of the actions our management team has taken to address your concerns:
  
  Communication Attempts:
  After reviewing your feedback, we confirmed that your phone number on file (************) is correct. However, we understand that your aunt attempted to reach us on your behalf using a different phone number. As a reminder, we cannot discuss lease-related matters with individuals not listed as leaseholders. We appreciate your understanding regarding this policy and have ensured your preferred contact information is accurate for all future communication.
  
  Furnace Concerns:
  As you reported ongoing heating issues, a new work order has been created to reassess the furnace. Our technician has been scheduled to inspect the furnace again and take action steps to resolve any necessary repairs.
  
  Window Repairs:
  We sincerely apologize for any prior miscommunication regarding the window concerns. We understand that this may have caused you inconvenience and we regret this. While the initial work order addressed one issue, no additional concerns about a second window were noted. To resolve this, a new work order has been created for the front window repair, and a vendor has been assigned to assess and replace it promptly. Please watch out for their follow-up communication.
  
  Garage Door Repair:
  We are pleased to confirm that the garage door issue reported during your move-in has been resolved. You can now use the garage without any concerns, and we are here to assist if any further issues arise.
  
  Reimbursement Receipts:
  Our manager sent you an email requesting copies of the receipts related to your reimbursement claim. Once we receive the documentation, we will assess and process any applicable credits accordingly.
  
  Window Coverings:
  Per your inquiry, our team has confirmed that the lease outlines residents' responsibility for providing their window coverings. Should you choose to remove your blinds at the end of your lease, we ask that no damage be left behind, which aligns with lease expectations.
  
  We value your feedback and are committed to ensuring your experience in our property meets your expectations. Please do not hesitate to contact us at our main number, ************, if you have additional questions or require further clarification. We are dedicated to resolving your concerns and ensuring your comfort in our property. Your satisfaction is our top priority.
  
  Sincerely,
  VineBrook Homes

• Initial Complaint

  Date:12/30/2024

  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.

  When I moved out of one of their rental properties in June of 2024, not only was my entire deposit taken, I also received a letter for additional fraudulent charges and fees claiming that the property was not in good condition at move-out. I contacted the local office to provide proof that this was false and actually the property was left in better condition than it was at move-in. I even requested and paid additional prorated rent for extra days for the sole purpose of doing just that. In addition when I contacted customer service, I was slightly surprised at the conversation that was had. The person I talked to admitted that Vinebrook does everything in its power to not pay back deposits and even fabricating additional charges. Also, they made the excuse that because of the fact that one of their property inspectors may be new and unformiliar with the property, that he/she may add additional fees to satisfy their own vision of what a property is supposed to look like. During the duration of my rental agreement, I was never late on payments and never incurred any violations. Businesses with procedures similar to this need to be put to a stop.

  

  Business Response

  Date: 01/06/2025

  Dear *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you experienced during the move-out process. We understand how important it is for every resident to feel that their concerns are handled fairly and professionally.

  After reviewing your account, we recognize the need for further clarification and action regarding your move-out charges. We have updated your move-out statement to ensure it accurately reflects the condition of the property and your account history. A revised statement has been mailed to the address we have on file, and you will receive an adjustment refund accordingly.

  
  We regret any miscommunication or missteps that occurred during your interactions with our team. Please know that we take these matters seriously and are committed to addressing and improving our processes to prevent similar issues in the future. Your feedback is valuable and helps us enhance the experience for all of our residents.

  
  If you have additional questions or concerns after reviewing the updated statement, please don’t hesitate to reach out to us directly at ************. We are here to assist you.

  
  Thank you for giving us the opportunity to resolve this matter.

  
  Sincerely,
  

  VineBrook Homes

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a home from Vinebrook Homes and after I left they charged me a ridiculous amount of money for all type of bogus stuff. When I first moved in the home they didn’t have it cleaned thoroughly and did an awful job of fixing it up & painting it on the inside. When I stated that it needed to be cleaned because the last tenants dirtiness was still there the leasing agent told me that “well I do my own cleaning before I move in somewhere myself anyway”, which I was going to do but expected better. The home flooded while I was there and no one from Vinebrook came out to access the property until months later. They didn’t even try to send someone out for water cleanup or mold inspection. During that time I was told by neighbors that the home always floods which Vinebrook denied when I asked them. I have left this home and they kept my security deposit and charged me fees for things like HVAC check, landscaping, toilet seats, a fire extinguisher, refrigerator, cleaning, trash removal, and the list goes on. I haven’t taken anything from the home that didn’t belong to me and I cleaned the home and removed all trash. I have pictures of before I moved in and after I moved out of the home. I have contacted my attorney to handle this matter also.

  

  Business Response

  Date: 12/17/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns regarding your move-out charges. We sincerely apologize for any frustration or inconvenience this situation may have caused.

  Upon reviewing your account, we identified an error in the deposit accounting process that resulted in incorrect charges being applied. We have corrected the mistake, and a revised move-out statement along with a refund check has been sent to you.

  We value your feedback about your tenancy experience and the condition of the property. While we cannot change past events, we will ensure that your concerns are shared with the appropriate teams to help prevent similar issues.

  If you have any further questions after receiving the revised statement, please don’t hesitate to reach out to the local manager for assistance at 855-513-5678. We appreciate your patience.

  Best regards,
  VineBrook Homes