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 Cincinnati

  4856 Business Center Way Cincinnati, OH 45246

  
• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  
• 

  Vinebrook Homes Ohio, LLC

  Raeford, NC 28376-9070

• 

  Vinebrook Homes Columbia

  400 Northeasy Dr Suite D Columbia, SC 29203

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2024

  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’ve been a resident with VB Homes since 2021. Initially, everything seemed fine, but issues started piling up over time. I noticed dead roaches on the walls and behind the toilet but didn’t address it, thinking it was already resolved. We ended up paying for an exterminator ourselves. The dishwasher broke two years ago, and despite repeated calls, they refused to replace it, leaving us with a moldy, non-functional appliance. Our AC unit has been rigged for a year, and we’re still waiting for a replacement part. When it rains, water seeps into the house, causing mold on the baseboards. Although we communicate our difficulties, they often respond with, “we understand, but…” I've faced delayed paychecks and their solution was to suggest I find someone to help pay the rent or to vacate to avoid eviction. Our attempts to move have been blocked due to VB giving us bad renter history. Their hardship relief program only defers rent, leading to larger payments later. They have charged us an extra $350 multiple times even before they actually filed an eviction on us. I at one point in time caught them adding a $50 fee for no apparent reason when they stated rent was late which was a LIE because we paid it on the first. They did correct it but that makes me skeptical as to when else we paid something we did not owe. They stated to break the lease we have to pay 3 full months of rent in advance. We are not doing that because VB has already gotten us stuck in a rut with these ridiculous fees, we literally have been having to chose between rent and other bills for the past 9 months. Finally, who doesnt accept partial payments. If someone can pay SOMETHING why not accept it, which helps the renters at least a little bit. Its about money and that is all, no compassion or understanding that life happens more times than none.

  

  Business Response

  Date: 11/27/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We understand your frustrations and take your feedback seriously. Below is a summary of your concerns, our findings from your records, and steps to address outstanding issues:
  

  Summary of Concerns:
  Pest Control: You mentioned dead roaches upon moving in and paying for an exterminator yourself.
  Dishwasher: You reported issues with the dishwasher that remain unresolved.
  HVAC: The AC unit has been "rigged" for over a year.
  Water Intrusion and Organic Growth: Rain has caused water to seep into the house, producing organic growth on the baseboards.
  Hardship Relief Program: You felt the structure led to larger rent payments.
  Fees and payment policies: Concerns about eviction-related fees, a $50 error, and our policy against partial payments.
  Adverse Rental History: Concerns about late payments affecting rental references.
  Lease Break Policy: You feel the requirement to pay three months upfront is unreasonable.
  

  Findings:
  Pest Control: Per your lease agreement, pest control is the resident's responsibility. However, records indicate no pest control-related service requests have been reported.
  Dishwasher: Multiple service requests were addressed. On March 26, 2024, our supervisor clarified that dishwashers are only repaired and not replaced. Unfortunately, the unit was deemed beyond repair and has since been disconnected.
  HVAC: A blower motor was repaired, and the system was serviced on December 28, 2022. A routine maintenance check was conducted on October 4, 2023. No subsequent HVAC issues were reported until the present complaint. We encourage you to use your resident portal to put in a new service request for the HVAC, and we will send a technician to reassess it and resolve any issues.
  Water Intrusion and Organic Growth: No prior records of water intrusion or organic growth concerns exist since your move-in. When the water heater leaked on November 6, 2023, it was immediately replaced. Past plumbing issues were addressed promptly, including a leak under the kitchen sink and a bathroom faucet repair. If water intrusion or organic growth concerns persist, please use your resident portal to share these concerns with us. We will schedule an inspection to determine the extent of the issue and identify necessary repairs.
  

  Payment History and Fees:
  Since moving in, you have experienced 25 late payments, which have resulted in eviction filings as outlined in your lease agreement.
  When we engage an attorney, the $350 eviction filing fee covers legal costs and all fees associated with the filing.
  Regarding your concern about a $50 late fee error, we apologize for this oversight, which we promptly corrected.
  Our policy does not allow partial rent payments due to local regulations, ensuring compliance with county rulings.
  We provide information on landlord references regarding each resident's payment history and leasing history as allowed by law and with your permission. We only report what is in your records. This is standard for any current or previous occupant seeking a landlord referral.
  

  Hardship Program and Lease Terms:
  Hardship Program: We recognize your challenges and appreciate your participation in our hardship program. The program aims to provide short-term relief by deferring payments, but the deferred amounts must still be repaid.
  Lease Break Policy: The requirement to pay three months' rent upfront is standard.
  Renewal Terms: Your lease was rolled to a month-to-month status on August 30, 2024, after several attempts to facilitate a renewal. You later signed a renewal on October 1, 2024, ensuring continued tenancy under agreed terms.
  

  Next Steps:
  Service Requests: Please submit HVAC, water intrusion, or organic growth concerns through the resident portal for prompt action.
  Payment Assistance: Contact our Collections team to discuss available payment options.
  Ongoing Support: We remain committed to addressing your concerns and improving your experience.
  

  For additional questions, don't hesitate to contact us directly at ************.
  
  Sincerely,
  VineBrook Homes 

   

  Customer Answer

  Date: 11/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  When we moved into the property there were signs of previous infestation that was not resolved but was a temporary fix. I understand if we caused this issue but we did not. This should have been resolved entirely prior to the property being listed as habitable. Yet to be the ones responsible when we did not cause this issue is an unforeseen responsibility. What about the mold in the dishwasher and on baseboards? Safety concerns are high due to this matter. 
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 12/05/2024

  Dear *******,

  Thank you for sharing your concerns. We take all resident feedback seriously and aim to address the issues you’ve raised thoroughly.

  Regarding pest activity, our records do not indicate any pest-related issues reported at move-in on September 1, 2021, or at any time during your tenancy. As outlined in your lease agreement, pest control is the resident’s responsibility. However, if you believe a property-related condition is contributing to the issue, please submit a service request through the resident portal, and we will gladly investigate further.

  Additionally, our records show no prior reports of organic growth in the dishwasher or on the baseboards. We understand your safety concerns and are committed to resolving them. To address the dishwasher issue, we have entered a service request to remove the unit and close off the space. If you are noticing organic growth elsewhere, please submit a detailed service request so our team can inspect and determine the appropriate course of action.

  Our property manager has also attempted to reach you. Please feel free to give her a call at ************, ext. ***, for any additional questions or assistance with entering the requests.

  We encourage you to report any maintenance or safety concerns promptly through the resident portal or by contacting our customer service. Timely reporting helps ensure we can address issues effectively and maintain your home in the best possible condition.

  We are here to assist you.  Please don't hesitate to reach out. 

  Sincerely,
  VineBrook Homes

   

  Customer Answer

  Date: 12/05/2024

  
  
  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:11/22/2024

  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.

  Vinebrook homes Dishonored two of my negotiable instruments and my third negotiable instrument Vinebrook have returned. Also I mailed out a Debt Collector Disclosure Statement regarding offer of Performance. Vinebrook is Alleging that I owe a debt of 3100.00 and I asked for verification and I denied documentation.

  

  Business Response

  Date: 11/25/2024

  Dear *******,

  We understand that you may be facing difficulties, and we appreciate your efforts to communicate with us. However, please note that the explanations and offers you have provided in your letters do not apply to the payment of your lease and rent obligations under the terms of your agreement.
  
  Additionally, your last two payment attempts were made via ACH and were returned by your bank unpaid. As a result, we have yet to receive your rent payments for October or November 2024, bringing your total outstanding balance to $3,100. This amount includes rent, administrative fees, and late charges.
  
  As such, we are declining any and all offers outlined in your letters at this moment. Due to the outstanding balance on your account, you have been placed in eviction proceedings with the court for non-payment of rent, and we are seeking possession of the home.
  
  If you believe the eviction was filed in error, we strongly encourage you to attend all scheduled court hearings. This is your opportunity to present your case.
  
  If you have further questions or need additional clarification, please do not hesitate to contact us at ************. 
  
  Sincerely,
  VineBrook Homes

   

   

  Customer Answer

  Date: 11/29/2024

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

  I have sent three payments and two of which you did not send written statements of why you dishonored them which the memorandum stated to. The third payment you still hold. Also I asked for statements which you have yet to present. Legally you are supposed to provide statements if you are alleging that I owe you. Also, I sent a verification of debt letter on October 29th, you received it on Novemeber 4th 2024. You still have not provided documentation. 

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

  

  Business Response

  Date: 12/03/2024

  Dear *******,

  We have received your concerns regarding payment and documentation. Please be advised that we have provided you with all required documentation, including copies of your lease agreement and account ledger. For your convenience, these documents will be sent to you again at *********************** and attached to this response.
  
  We also want to address the payment concerns you raised. Six payments were returned by the bank unpaid due to fictitious activity. We sent you an email notifying you each time a payment was not honored, and all NSF payment checks were returned to you except one, which will be presented to the courts during the upcoming trial proceedings.
  
  Your case is scheduled for trial on December 16, 2024, where VineBrook Homes will be present. Any further issues or disputes regarding your account will be addressed during the trial proceedings.
  
  Best,
  VineBrook Homes

  Customer Answer

  Date: 12/11/2024

  Regarding vinebrook sending documentation for verification of debt. The verification was very specific as to it being cited under a sworn or affirmed oath or affidavit or deposition. Which it was not. Also as vinebrook stated that one of my negotiable instrument  was kept and no written statement indicating if the negotiable was honored or not.

  Vinebrook continues to not send legal documentation indicating that I owe alleged debt.

   

• Initial Complaint

  Date:11/21/2024

  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.

  This company is beyond horrible. I have had a very difficult year full of many hardships. I was involved in a car accident earlier this year and my dad died in May. My dad didn't have life insurance so my family was left to pay for funeral costs. I had to lay my rent late that month. Vinebrook harassed me with phone calls and emails regarding my rent payment even after I asked them repeatedly to not bother me and I let them know my intentions- that I would have rent paid before court. During this difficult time they made it hell for me and they showed no remorse. They file evictions just to charge you a $350 eviction filing fee even when they haven't actually filed. This is absolutely horrible and they have no care or concern about the economic hardships that their tenants are facing. Earlier this week, I asked for a couple of extra days to pay my rent bc my NTL had expired and I wake up this morning to pay my rent and they have already put a $350 eviction fee on my ledger. This is very evil and lacks customer service on their part. They are taking food out of my children's mouth bc of their greed. That was $350 that I could have used to buy groceries for my children, now I don't know what I'm going to do. They lack care, dignity, and concern for their tenants and any hardships we may be facing. They really need to change the scope of their policies and learn to work with their tenants through hardships. This is the month of gratitude and they have absolutely NONE!!!! They would rather add to your hardships than trying to help. Now, my rent is paid in full as promised and I am out of $350. This is a disgusting company to rent from and they need to make this right. I have children that I will have to scramble to buy groceries for. I understand their policies, but where is the compassion and care?!?! I am so disgusted with this company. Absolutely sad and horrible and they need to make it right.

  

  Business Response

  Date: 11/22/2024

  Dear *******, 

  Thank you for reaching out to share your concerns and experience with us. We sincerely regret hearing about the hardships you’ve faced this year, and we extend our deepest sympathies for the loss of your father. We understand that this has added to the challenges you’ve encountered, and we are here to support you.
  
  In reviewing your account, we see that an eviction fee was charged due to the rent delinquency that led to an eviction filing. We understand that this has been a difficult time for you. However, we also recognize that you have been communicative with us regarding your situation. To acknowledge your efforts and support you during this difficult time, we have discussed an action plan internally and agreed to provide you with a one-time concession of the eviction fee in the amount of $350.
  
  Moving forward, any future instances of late rent resulting in an eviction filing will not qualify for a fee concession. We hope this gesture helps to bridge the gap in our landlord-tenant relationship.
  
  We understand the importance of compassion during challenging times and want to reassure you that we are committed to supporting you. If you have additional questions or need further assistance, please don’t hesitate to contact us, 855-513-5678.
  
  Sincerely,
  VineBrook Homes 

   

  Customer Answer

  Date: 11/22/2024

  
  
  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:11/14/2024

  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.

  We were finally able to move out of our home with them on 10/11/2024, but still having issues. We were finally sent our refund on 11/04/2024, but didn't receive it until 11/13/2024( due to mailing issues). The refund was not even the full amount we paid. On the letter they gave us it shows we paid $1,075 for security deposit, but we only got $955.96 in our check. Speaking of the check, it doesn't even deposit in our banks. We keep getting errors that state it can't read the numbers when the picture is clear as day. We tried multiple times and multiple banks. This is ridiculous. I also called the number on the letter to speak with Windy Stone and got voicemail twice. I did leave 1 message and no call back. Vinebrooks is not a company you want to rent from. We have not had a good experience with them at all since our first day of leasing in 2021. We cleaned the home from top to bottom for them even though when we moved in it was not cleaned. There were dead bugs everywhere, hair/fur all throughout laundry room, etc. I'm very irritated with the company as a whole.

  

  Business Response

  Date: 11/15/2024

  Dear ******,

  We appreciate your patience as we work to resolve this issue. We have confirmed that you were mistakenly charged for three extra days of rent and have submitted a request to refund this amount, bringing your total refund to $1,075.  
  
  If mobile deposit apps are unable to process the check, we recommend visiting a physical bank branch. Should the issue persist, please let us know so we can escalate it promptly.  
  
  We sincerely regret the condition of the home when you moved in and any inconvenience caused during your tenancy. Your feedback is important, and we are working to improve our processes to prevent such experiences in the future.  
  
  If there’s anything else we can assist you with, please don’t hesitate to reach out, ************.  
  
  Best regards,  
  VineBrook Homes  

• Initial Complaint

  Date:11/14/2024

  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.

  This company has been nothing but a headache since the day we moved in,we were finally able to afford to move out after yearly rent increase and unlimited maintain issues. Our deposit for 1075 was supposed to be sent in a check back to us,because we cleaned and Even fixed things on their property. We spent days cleaning and fixing things. They sent a check of 955.96 and the check can't be cashed or deposited,I've seen many reviews where this company does this to its tenants even after leaving them. We would like our full deposit back and we'll like for the check to actually be able to be deposited. Thank you!

  

  Business Response

  Date: 11/15/2024

  Dear *******,

  Thank you for reaching out to us, and we sincerely apologize for the frustration this situation has caused.  
  
  After reviewing your account, we confirmed you were mistakenly charged for three extra days of rent. We have submitted a request to refund this amount, which will bring your total refund to $1,075.  
  
  For the check deposit issue, we recommend trying a physical bank branch if mobile apps cannot process it. If the issue persists, please let us know immediately so we can assist further.  
  
  We truly appreciate your efforts in cleaning and maintaining the property and regret any inconvenience you experienced during or after your tenancy. Your feedback is invaluable, and we are working to improve our processes.  
  
  If there’s anything else we can do for you, please don’t hesitate to contact us, ************.  
  
  Best regards,  
  VineBrook Homes  

   

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have went many banks and your checks aren't able to be read,something about the bottom number can't be read. We are out here looking like scam artist because you gave us a check that can't be cashed or deposited. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 11/18/2024

  Hello *******,

  Thank you for your patience. We understand the inconvenience this has caused, and we apologize for any frustration. This situation is quite rare, but occasionally checks need to be validated by our accounting team. That process has been completed, so the check should be able to be cashed or deposited within the next couple of hours.

  Additionally, check #32065 was mailed out to you on 11/14/2024 and has also been validated.

  As a recommendation, we suggest trying to cash the checks at a PNC Bank, as they are often able to process these without issue.

  If you continue to experience problems, please let us know, and we'll be happy to assist further.

  
  Best regards,  
  VineBrook Homes 

   

  Customer Answer

  Date: 11/19/2024

  
  
  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:11/11/2024

  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 home flooded night of 11/4 into the day of 11/5. Vinebrook has not helped us at all we have paid out of pocket to get the water pumped out of this basement and purchased blower fans to try and dry things out to stop the spread of mold. We have notified Vinebrook of this multiple times. They will not help us on allowing rent to be delayed because we have spent all of our funds on getting their property together which they should be doing. You call no answer only answing company. This same thing happen in July of 2022 and they didn't help then either. We came out of pocket with no reimbursement at all. We have 5 younger kids 3 with asthma so the growth of mold is my concern so that's why we couldn't wait on them to drag their feet and not assist. I will be going to the Attorney Generals office with a complaint after this complaint. They should not be allowed to not do there part and put it all on the tenant to worry about and then still think rent to be paid on time. If that was the case I would buy a home. I have brought this all to there attention and Basically Brandie from collections said not my problem eviction will be filled and nothing we can do!!

  

  Business Response

  Date: 11/18/2024

  Dear ******,

  As you are aware, the St. Louis Metropolitan area experienced a significant rainstorm on November 3rd, leading to widespread flooding and increased service requests from affected homes. This severe weather event contributed to delays in addressing some issues as we worked to assist many needy residents.  
  
  Thank you for your patience as we reviewed your concerns regarding the flooding. We understand how challenging this situation has been for you and your family and regret the inconvenience it caused.  
  
  We have confirmed that all necessary repairs to your home, including the furnace replacement, have been completed. 
  
  If you have any additional questions or need further assistance, please don't hesitate to call us at ************. We are here to help you in any way we can.  
  
  We want to express our sincere gratitude for your understanding and patience during this challenging time. Your cooperation has been invaluable in helping us address the aftermath of the flooding. 
  
  Sincerely,  
  VineBrook Homes  
  
  

   

  Customer Answer

  Date: 11/18/2024

  
  
  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. They have came out and finally repaired everything beside the roof but that’s a different issue. I appreciate everyone’s help!! 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/08/2024

  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 had problems since i moved in back in may. I have bad mold in the house making me sick and my baby sick. I reported this multiple times and made requests and all they did was bring a humidifier. The basement is flooded and causing water damage. The sides are leaking too. They have not followed up with phone call nor come out. There is still water on the floor in the basement which made my washer and dryer ahs broken. I asked them if I could break my lease, and it would cost me 4k to break it.
  
  
  I live in the complex owned by the maryland heights branch.

  

  Business Response

  Date: 11/15/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns with us. We understand the distress from the ongoing water damage, worsened by the recent storm, has caused you and your baby. We sincerely apologize for the impact this has had on you.
  
  After reviewing the history of your service requests, we’ve confirmed that a mutual lease release has been approved. We are committed to making this transition as smooth as possible for you.
  
  We appreciate your understanding and apologize for the inconvenience this has caused you. Please know we are here to support you throughout this process and wish you the best in your future endeavors. 
  
  Sincerely,  

  *** ******

  VineBrook Homes 

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m not understanding what lease release mean. Do I have to pay 4000$ to break my lease?? No one has got back with me regarding this 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 11/18/2024

  Dear ********.

  Thank you for your cooperation and for taking the time to speak with the manager and reviewing the terms of the mutual lease release. We appreciate your patience as we work through this process.
  
  The mutual release means that both parties have agreed to end the lease early, and you will not be required to pay any penalty. We understand you plan to have your belongings moved by the end of the month, and we want to assure you that we are here to assist in ensuring a smooth transition. Please don't hesitate to reach out if you need any help or have any concerns.
  
  Please remember that we are here to assist you in any way we can. If you have any further questions or need additional clarification, please do not hesitate to reach out.
  
  Best regards,

  VineBrook Homes 

   

  Customer Answer

  Date: 11/18/2024

  
  
  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,
  
  
  
  ******** *******

  Customer Answer

  Date: 01/14/2025

  Morning 

  Vinebrook is not responding to me regarding my deposit that I’m suppose to get back, I have did everything they needed me to do and every time I call they close the case. I want my money back as stated in the lease termination. The only way I hear back from someone is if I reach out to you. I don’t want to take them to court but it’s looking like I will have to due to them not holding up their end. 
  thanks 
  thank you for the help 

  

  Business Response

  Date: 01/14/2025

  Dear ********,
  
  Thank you for bringing this to our attention. We understand your frustration regarding the delay in receiving your deposit and your challenges in getting updates. We want to assure you that we take these matters seriously and are committed to addressing them promptly.
  
  We've reviewed the provided information, including the USPS tracking number **********************, which confirms that the package was delivered yesterday, January 13th, 2025, at 1:44 PM and noted as left with an individual. The attached delivery confirmation will assist in further validating this.
  
  If you did not receive this package and someone else signed for it as you, please reach out to us, ************. We are committed to resolving this matter and will take immediate action to assist you.
  
  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 01/21/2025

  Hi the check you sent can’t be cashed I took it to PNC bank and they stated that the check number needs to be verified and or you guys need to issue me another check that can be cashed. I have reached out to out via phone and email and no one has gotten back to me this is the only way someone will reach out to by me contacting BBB please advise this should have been done and over with instead I was in the bank look long crazy with a check that I couldn’t cash 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in a resident of vine brook going on three years. I make services request for them to come out and fix my property they were fine up until its a major problem that cost huge money or getting dirty. I told them plenty of times about my basement flooding from the walls and differnt areas leaving four feet of water every time causing mold and sewer water and a bad smell left behind. recently i called and put in a work order cause of a flood that caused my basement once again to flood four feet high this time damaging the furnace and hot water boiler and pipes that all needed to be replaced. they came out and made up every excuse on why they couldn't look at it I even got down in the basement and cleaned up all the water my self. it was not until day three of not having hot water or a warm house and i have a new born that was not even a week old. i spoke with ******* and she proceed to yell at me about time when they kept avoiding the problem. i pay 1300 a month for work not to be getting done. then when i asked for cooperate number she proceeds to hang up and blocked me from calling. i called the 855 number and the lady told me they don't have a cooperate number and i cant speak to a supervisor. i have to email them this is very unprofessional and dangerous when you have a new born and every time it rains the basement flood and water up everything and makes it moldy but only thing they will do is avoid the issue or just try to get everything back working instead of replacing it. i have called and emailed this is un acceptable.

  

  Business Response

  Date: 11/13/2024

  Hello *******,

  Thank you for reaching out to express your concerns, and we’re truly sorry for the issues you’ve faced. We understand how challenging it is to experience flooding and the resulting complications.
  

  Upon receiving your service requests, our technicians advised that allowing the basement, furnace, and hot water tank to dry completely was necessary for safe and thorough repairs. This step was critical in ensuring a lasting solution, and we aimed to keep you informed of these essential procedures along the way.
  
  We’re pleased to confirm that hot water was restored on November 8th, and heating was repaired on November 11th. Your prompt reporting of issues is invaluable in helping us maintain the quality of our services. Should there be any ongoing concerns or new issues, please feel free to submit a service request through the resident portal, which enables us to address matters as efficiently as possible.
  
  For further assistance, our main support line at ************ and the resident portal remain available to help with any additional questions. Thank you for your patience and cooperation as we worked to resolve these matters.
  
  Best regards,  
  *** ******
  
  

  VineBrook Homes 

   

• Initial Complaint

  Date:11/06/2024

  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.

  Vinebrook Homes rented a property in Dayton to me the beginning of this year. Upon move in the property was not liveable as the drainage system was not working properly and neither toilet functioned. They took three weeks to address and fix the problem and several other issues I had reported at rhe same time went ignored like the broken fence latch and lock. Due to this inoperable fence door thieves was able to walk right into my yard and kick the side door in without being seen. The fence provided cover and unable to be latched provided easy access. After this happened zi moved out. They did not repair the door until weeks later and me and my son was not safe. Upon move out, they provided a false ledger with an extra month after my move out date charged and a water bill I had already paid and had proof. It turns out thier incompetent staff paid the water company when 0 balance was due and they charged me for the error. I asked why I was charged an extra month Upon move out and to the day no explanation is given. There is nothing in the lease agreement about an early termination penalty of one months rent. I am asking for today my security deposit back and an apology from the company for stealing from customers they victimized by renting out unsafe and unliveable slums.

  

  Business Response

  Date: 11/12/2024

  Hello ******, 

  Thank you for your feedback. We have carefully reviewed your concerns and would like to address each point you raised for clarity.
  
  First, please note that your lease agreement was set from February 2, 2024, through March 3, 2025. However, you vacated the property on April 3, 2024, without providing prior notice or the required thirty-day notification, resulting in a lease default. As a result, your security deposit was applied to cover unpaid rent and trash removal. We sent you a move-out statement and ledger in May, which detailed how these charges were applied.
  
  We acknowledge that you encountered an unforeseen maintenance issue upon move-in. In response, we extended a concession of $316 on March 7, 2024, reducing your rent to $643.90, which you subsequently paid on March 11, 2024. We provided this concession as a goodwill gesture, and the matter was resolved.
  
  Additionally, upon receiving your recent communication regarding potential legal action, we consulted our legal counsel to ensure a thorough review of your account and our handling of the matter. Following this, our attorney addressed your concerns on September 27, 2024. For your reference, we have attached that letter. 
  
  We understand that these situations can be frustrating. However, we assure you that we have followed the lease terms and appropriate procedures in applying your deposit. We are committed to maintaining transparency, and if you have any additional questions, please don’t hesitate to contact our team at ************.

  Best regards,

  *** ******
  
  

  VineBrook Homes 

  Customer Answer

  Date: 12/10/2024

  No, they stated they kept my deposit as a penalty fee because I broke the lease but it does not state in my lease where there is a penalty of an additional months rent for breaking the lease. I will be filing a civil lawsuit this Friday to escalate this. They will have e to show cause why they felt they deserved the additional payment of rent when I had vacated due to thier structural issues.

• Initial Complaint

  Date:11/05/2024

  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 lived at thus address since 2016 and I started out paying 1015,00$ amounts for rent and now I pay 1540. There has been early lease signing options that I did not receive. There has been no updates to the property but the rent continues to increase. I would like my rent readjusted.

  

  Business Response

  Date: 11/06/2024

  Dear *****, 

  Thank you for sharing your concerns. We understand that rent increases can be a significant worry, especially for our long-term residents. Your loyalty since 2016 is greatly appreciated, and we are dedicated to ensuring all our tenants feel valued and satisfied with their living arrangements.
  
  To address your concerns:
  
  Rent Adjustments: Our rent adjustments are always based on annual market comparisons, ensuring fairness and consistency across our properties. When you first moved in, your base rent was set at $1,050. Over time, with modest annual increases averaging approximately $54, your current rent is $1,480. This rate is competitive and based on similar homes in your area.
  
  Early Lease Renewal Options: We typically reach out 75 days before lease expiration with early bird offers for lease renewals. We apologize if you did not receive these notifications and encourage you to watch for these notices in the future.
  
  Property Maintenance and Upgrades: While we understand that aesthetic upgrades are desirable, our primary focus has been on maintaining the property's safety and functionality. All work orders have been completed promptly, ensuring a sound living environment.
  
  We are committed to your satisfaction and will review options as we approach your January renewal. We appreciate your feedback and are here to address any additional questions or needs you may have. Please feel free to contact your local team directly, ************.
  
  Sincerely,
  *** ******
  VineBrook Homes

   

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I do not feel the increases have been warranted. There has been no updates to the property and their are still things that need repaired. I have asked to have the lower bathroom toilet to be replaced do to staining that was done before I moved in, the doors don't lock, you want replace or even put up blinds to the patio door. I would like to terminate my lease without any penalty. it's ridiculous how the rent k we eps going up. As well as the early bird special sceam.

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

  

  Business Response

  Date: 11/15/2024

  Dear *****,

  Thank you for continuing to share your concerns with us. We truly value your feedback and are committed to promptly addressing them.  
  
  In response to the issues raised:  
  
  1. Rent Increases: As stated in previous communications, rent adjustments are based on annual market comparisons. While the property may not have been modernized, it has been functional throughout your time with us. We strive to keep the property in good repair, ensuring it meets basic living standards.  
  
  2. Requested Repairs:  
  - Toilet: During the interior paint touch-up discussions in July, you mentioned concerns about the toilet. While a total replacement was not deemed necessary, a thorough cleaning was completed to address staining, and the toilet functions appropriately.  
  - Locking Doors: We were unaware of recent work orders regarding the door locks. Please use the resident portal at resident.vinebrookhomes.com to submit a new request, and we will promptly send a technician to assess and resolve any locking issues you’re experiencing.  
  
  3. Early Lease Termination: We understand your frustration; however, as your lease runs through January, there is no basis to release you early. We are committed to honoring the lease terms and ensuring the property remains safe and functional until then.  
  
  We appreciate your long-term residency and remain dedicated to addressing any maintenance concerns. Please do not hesitate to use your portal for any future service requests.  
  
  Sincerely,  

  *** ******

  VineBrook Homes

   

  Customer Answer

  Date: 11/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There has not been a cleaning of the stained toilet in 8 years. Maintenance has had several work orders about patio floor not locking and when they have fixed it in the pass, it still does'nt.lock. I feel I should be released from my lease  because I'm dis satisfied with the up keep on the residence. the back deck has missing wood. which is also unfinished wood that causes a manifestation of carpet bees every summer. I feel my rent increases have been unfair mainly because if you can give me a early bird special on my rent if I sign early, but raise it twice the amount if I sign at my lease deadline, then why do my rent need to be raised twice the amount other than to benefit you. My rent has been double raised several times because I wait to sign my lease in January  apposed to October, then I'm penalized.
  
  Sincerely,
  
  
  
  ***** ******