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, LLC

  9150 Harrison Park Ct Ste C Indianapolis, IN 46216-2250

• 

  Vinebrook Homes

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

• 

  Vinebrook Homes Jackson

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

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:11/04/2024

  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.

  I received verbal and email confirmation through a Vinebrook retention specialist that my immediate move out date, due to the conditions of the home, was confirmed for 9/30/24. Also, I was assured my lease would end immediately on 9/30/24 with no penalty, and my future lease renewal into 2025 would be reversed and removed without penalty. I was then advised that I would receive my deposit refund in 30 days.
  
  Instead I received an INVOICE of what I was charged and what I owe. Now, I understand some fees are likely… but a random $50 replacement vinyl fee? $50 cleaning fee? Neither of those make any sense. The house was left as clean I could’ve possibly left it, considering the state I received it 3 years ago. (Every single plexiglass window was sealed shut by a terrible paint job, microscopic fungi in the windows that were dry rotted, floor damage in the bathroom and kitchen, and the list goes on.
  
  The main issue here, is that I was charged for October’s rent until the 24th. I made sure I confirmed, through email and over the phone, that my move out date was 9/30/24. I turned in my keys a couple days before my actual move out date. I did not have access to *** ***** *** ****** ** ***** any longer. The month of rent for October 1-24th, Vinebrook is trying to charge me $942.97 and an administration fee of $7.74. Again, I did not have access to the home once I turned in my keys before 9/30/24.
  
  I have tried calling and emailing, but have received ZERO response.
  
  I am requesting for the October rent and administrative fee (total of $950.71) to be removed from my invoice and a confirmation email,phone call and letter in the mail of this update. Also, I am requesting a refund for the vinyl and cleaning fee (total of $100). The refund amount I should receive after the deduction from my deposit, for the other rental repair fees (paint and carpet cleaning), should be $500.
  
  Thank you,
  ****** *.
  ************
  **********************

  

  Business Response

  Date: 11/07/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience and confusion regarding your move-out charges and refund.
  
  After reviewing your account, we have made the following adjustments:
  
  - October prorated rent and administrative fee ($950.71) have been credited, as your confirmed move-out date was September 30, 2024, and no access to the home was reported after that date.
  - The $50.00 vinyl replacement fee and $50.00 cleaning fee have been removed.
  
  The charges for paint and carpet cleaning will remain, as the move-out inspection confirmed the need for these repairs. A revised move-out statement and updated refund check will be sent to you shortly.
  
  If you have any additional questions, please don’t hesitate to reach out to your local property management team at ************. They are available to help clarify any remaining concerns.
  
  Thank you for your patience, and we wish you all the best.
  
  Sincerely,  
  *** ****** 
  VineBrook Homes

  Customer Answer

  Date: 11/27/2024

  Yes everything is resolved and thank you again for your assistance 

  Thank you 

  ***** ******

• Initial Complaint

  Date:10/22/2024

  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.

  I rented a property from Vinebrook Property Managment, the home was not habitable (sewer coming up in the pipes). I filed a complaint with the AG office, I reached contacted the property manger and was told they would not be fixing the issue because it was expensive, they told me I could move from the property with no negative impacts. I applied for a home and Vinebrook has reported that I still owe them $1300. I tried to speak with them and they said their reflects that I owe them the money. My husband filed a better business complaint and received a lette from the company that Vinebrook work for by which they said they did not have a record of us oweing any money. I am requesting Vinvebrook and its associates remove this incorrect balance from their data base as well as from the rental databases, and also remove the from my credit reports.

  

  Business Response

  Date: 10/30/2024

  Dear *******,

  Thank you for reaching out to address your concerns. I want to clarify the details regarding the balance on your account.
  
  There is an outstanding balance from your previous move-out. We completed a mutual termination and release with you, which outlined your responsibility for any rent due, cleaning, and damages at the property. This agreement specified that you would be responsible for rent through August 31, 2023, and any cleaning or repair costs needed. A copy of the mutual termination and release is attached for your reference.
  
  At move-out, it was noted that August rent was unpaid, and there were $950 in cleaning and damage charges. After applying your $1,295 deposit, this left a remaining balance of $1,135.
  
  If you would like assistance in settling this balance, we are here to help. Please feel free to contact our Collection's Attorney, ****** ********, at ***** ********. Their office can work with you on payment options to resolve the amount due.
  
  If you have any further questions or need more information, please don't hesitate to let us know. We are here to assist you.

  Sincerely,

  *** ******

  VineBrook Homes 

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on July 31, 2023, I emailed a Intent to Vacate to the landlord stating the reason for moving was the propety managment refusal to repair and fix the raw sewage that was backing up in the house drains (kitchen sink, bathroom sinks, basement, bathtubs and washer).  This was in direct violation of the State of Missouri Landlord Tenant Statute 441.232, that states Conditions affecting the sanitation and habitability of property) and that tenants may vacate the property and landlords can not request any money.  

  The property manager also stated that the tree roots were destroying the plumbing that had been inspected by the City of Independence and found to be the owners responsibility, that the owners did not want to make the repairs and agreed to me and family moving out without penalties and fees, and we agreed vacate the house before the end of August, which we were.  

  Therefore, In accordance with Missouri Statute 441.232 I do not owe any rent, damages or fees to the managment company and again request that they remove this fraudulent debt from all my credit reports and rental records.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 10/31/2024

  Dear *******,

  Thank you for sharing your perspective. We understand your concerns regarding the balance on your account after move-out, and we are committed to addressing your request fairly and transparently, in line with the terms of the mutual release agreement you signed.

  We recognize that plumbing issues influenced your decision to vacate. However, under the mutual release agreement, your lease was set to terminate on August 31, 2023, with the expectation that you would return the property in good, broom-clean condition, similar to its ini***l state. The agreement specified that you would be responsible for any unpaid rent, cleaning, and damage beyond normal wear and tear. Since August rent was unpaid and there were $950 in cleaning and damage charges, we applied your $1,295 security deposit toward these costs, resulting in a remaining balance of $1,135.

  Additionally, by signing the agreement, you waived any further claims or actions related to the property, lease, or related issues. This mutual release is binding, and we are required to uphold its terms, including your responsibility for the outlined costs.

  If you would like assistance with payment options, please reach out to our Collection's Attorney, ****** ********, at ***** ********. They are available to assist you with options to settle the balance.
  

  Kind regards,

  *** ******

  VineBrook Homes

   

• Initial Complaint

  Date:10/17/2024

  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 rent through a company named Vinebrook Homes. I've been renting through Vinebrook since they've took over the leasing contract approximately August 25, 2022 until now. I reached out to them on several occasions about work being done on my home. The services ranges from: the AC unit being too small to cool off my home during the summer; wear and tear on the roof and siding, due to weather. Birds laying nests in my outdoor dryer vent and clogging it, which was only covered and not cleaned out. Now my dryer isn't working properly because it was never rid of the nests the birds left behind. The windows are old and need to be replaced because during the winter I cannot keep the heat in; there are cool drafts at every window, which causes me to have a high utility bill. There are missing window screens. The gutters are filled with everything imaginable, which is a hazard. The fireplace is sealed off on the inside of the home but small rodents crawl to the top of the chimney and made a nest behind it. The fireplace is infested with chipmunks and squirrels. Last but not least some of the windows are bolted shut. On several occasions roofing companies have came out and stated that I needed a new roof. And based off of the other houses in the neighborhood, my house is the only house that it not up to par with the roof, AC unit, siding and windows. I pay $1690/mo on time, every month. I am asking that these hazards be fixed at a timely manner or either a full refund on rent from all of the years I've been renting. I have been in my home since June of 2021 and I have not had any inspections. No one has came out for yearly appraisal or maintenance inspections. Yet my rent is raised every year without these issues being addressed. I can only put in a ticket issue one at a time. When I put tickets in, Vinebrook takes their time to come out to my home. They also make shortcuts for the job at hand and nothing is completely fixed or done properly. The dishwasher was half done also.

  

  Business Response

  Date: 10/21/2024

  Dear ******,

  Thank you for bringing these critical issues to our attention. We want to assure you that we take your concerns about home maintenance very seriously. We sincerely apologize for any inconvenience you've experienced and are committed to addressing these issues promptly and thoroughly.
  
  We are sorry that our first attempt at any previously submitted requests did not fully meet your expectations. To ensure these concerns are properly handled, please submit individual service requests for each remaining issue through our official service portal at resident.vinebrookhomes.com. This will allow us to track and manage each problem with the attention it deserves.
  
  Additionally, our local team has already attempted to reach out to you to assist with submitting these requests, but we have not received a response. We would still like to help you through this process to ensure all your concerns are accurately recorded and addressed. Please feel free to reach out at your earliest convenience, and we'll be here to assist you every step of the way. 
  
  We understand that dealing with these issues can be frustrating, and we appreciate your continued patience. Please be assured that we are fully committed to resolving these matters for you and look forward to doing so as quickly as possible. Your satisfaction is our top priority.

  Best regards,  
  *** ******
  VineBrook Homes

   

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reported numerous times and made numerous claims and nothing has yet to be fixed in my home. This has been an ongoing, unresolved issue. On June 13, 2024 you emailed me a response to send photos and a list of all the issues that needed to be addressed. I replied with every photo and list of every issue; which are the same photos I sent to the BBB. Attached to this complaint I will send screenshots of the said email that was sent to vinebrook homes back in June. Also I will attached proof of the half job that was done to my AC unit, which is still causing problems that were addressed in the same email on June 13th as well as multiple emails I sent after that date. Also to make things clear that was the only time vinebrook reached out to me about these issues.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/29/2024

  Dear ******,

  Thank you again for reaching out and for providing further details regarding the unresolved issues in your home. We understand the frustration and inconvenience these delays have caused, and we regret that our previous efforts have not met your expectations. We empathize with your situation and are committed to making it right.
  
  We understand from your documentation, including the screenshots and emails provided, that these issues have been ongoing and were first reported in detail in June. We apologize for not following through on submitting the requests. Please rest assured that we take your concerns seriously and are fully committed to addressing each item thoroughly.

  To address the specific concerns:
  Windows and Siding: We are moving forward with replacing the wooden windows and will address the improper caulking that has caused them to remain shut. Additionally, we will correct the trim around the newer windows and add siding to the specified roof section to prevent future issues.
  AC Unit: We apologize for any incomplete work on the AC unit and for the continued challenges this has caused. Please expect follow-up communication from a vendor, Air Pro Mechanical Services, for this repair.

  A member of our local team will contact you directly to schedule the necessary work and ensure that all remaining concerns are addressed comprehensively.
  
  Please let us know if there is anything else we can do to resolve this situation to your satisfaction. We appreciate your patience as we work toward a solution and your continued communication.

  Sincerely,

  *** ******

  VineBrook Homes 

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in the mist of all of the reportings and concerns I still had to pay a high light bill due to a malfunctioning A/C unit that has to be filled with freon on a bimonthly basis. And dry rotted windows that are seeping air. Also along with the safety hazards such as: windows caulked shut and the half repaired dishwasher that is molded, I am still paying too much in rent. I only this it's fair to be prorated for the months I've waited until anything was attempted to be done. Let's not forget the many problems of the exterior of the home.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 11/05/2024

  Dear *******,

  Thank you for taking the time to share more details on your concerns, and we apologize for the inconvenience you’ve experienced.

  We understand these issues have been ongoing, and we appreciate your patience. Our local management team has reached out to discuss what a fair resolution might look like and is awaiting your response and decision on whether you plan to stay or move.

  Please follow up directly with them to discuss a resolution and share any additional concerns. You can reach the property manager at ************ **** ***.

  Thank you for allowing us the opportunity to address these matters.

  Sincerely,

  *** ******

  VineBrook Homes 

• Initial Complaint

  Date:10/09/2024

  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.

  In May 2024, I reported a property water leak (*** ******* ** ******** **) to maintenance that was not properly repaired until September 2024. Over that time period, the residence accrued over $4000 in water and utility expenses as a result of the leak. I have been communicating with customer service and am waiting notification of applicable credits to my account as it pertains to this situation (see attached correspondence). However, this morning, I received an eviction notice regarding this unpaid balance. Just to be clear, my rent is and has always been paid in full prior to its due date. Residents should neither be threatened by nor live in fear of being evicted from their homes due to matters that are of no fault of their own

  

  Business Response

  Date: 10/15/2024

  Dear ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration caused by the water leak and the resulting utility charges. We understand how challenging this situation has been, and we are committed to addressing it in a fair and timely manner.

  After reviewing your account, we have confirmed that the increased water and utility expenses from May to September 2024 were due to the unresolved leak. As a result, and in accordance with our agreement, we will not be charging you for water, sewer, or trash services during this period due to the unsigned addendum. Additionally, you will receive a credit for the October Late Fee, and the remaining balance of $1,092 will be credited to your account.

  Please note that you will not be responsible for the upcoming bill of $1,692.53. Should you receive this charge, kindly contact us right away, and we will promptly apply the appropriate credit.

  We understand the confusion and concern caused by the eviction notice you received. To clarify, this notice was issued automatically due to the outstanding balance on your account, and we apologize for any undue stress this may have caused. Rest assured, your rent payments are current, and we have taken steps to prevent any further miscommunication.

  Throughout this process, your patience and proactive approach have been greatly appreciated. We value your residency and the opportunity to work together to resolve this matter. If you decide to renew your lease in February 2025, please note that billing for water, sewer, and trash services will begin at that time. If you have any further questions, feel free to reach out—we are here to ensure you feel fully informed and supported moving forward.

  Once again, we appreciate your understanding, and we are dedicated to serving you with transparency and fairness.

  Sincerely,
  *** ******
  VineBrook Homes

   

  Customer Answer

  Date: 11/13/2024

  Yes, the issue has been resolved. Thank you for your assistance.

• Initial Complaint

  Date:10/07/2024

  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'm a resident of just shy of 2 years. I have had a utility dispute open for almost an year now. I only aportion of October2023 and Dec 2023... they denied me invoices after I began to see the pattern of discrepancies. I have had no response on why my utilities was either overcharged several times, not matching the invoices. it's Oct and they yet to still give me answers of why I was over charged, embarrassed by the notices, false Evictions, I need all late fees removed, and a proper audit. You deny everyone the hardship program... it's a smoke screen ...not real. I want my credit and record cleans of all the NTL AND EVICTIONS and payment history resolve. As I call to make my rent and current utilities payment on Time every month

  

  Business Response

  Date: 10/09/2024

  Dear ******,

  Thank you for reaching out to us, and we're truly sorry for the frustration and confusion you’ve experienced. We understand how stressful billing issues can be, and we are here to help resolve them in the clearest way possible.

  After thoroughly reviewing your account, we’ve confirmed that you have been provided with copies of all your Water and Sewer bills. To make things easier, we sent you a detailed breakdown of the charges. We recognize that delays from our utility providers in 2023 caused some of your bills to cover multiple months, which understandably made things more complicated.

  We took extra steps to conduct separate reviews of both your Water and Sewer charges. During this process, we found that you had been overcharged for Water, and we’ve credited $166.50 back to your account. We also identified six Sewer bills that had been paid but were not reflected in your ledger, and we’ve corrected that by adding $965.07 to your account.

  We know how important it is for you to have an accurate record, and we’ve ensured that your ledger is now up to date and correct. We’ve also made sure you have all the copies of your bills, as you requested, and hope that this gives you the clarity you deserve.

  As of 2024, we see that you’ve paid $988.81 for the first four months of utility charges. I want to emphasize that if you need assistance with setting up a payment plan or if there are any other concerns, please don’t hesitate to reach out to our Utility team directly.  We’re here to support you and want to make sure this process is as smooth as possible moving forward.

  Thank you for your patience.  If you need anything else, we’re here for you.
  

  Sincerely,
  *** ******
  VineBrook Homes

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not been given all of my invoices from 2023. You did an audit for par***l of 2023, I was over charged that more then that in water and on some sewer bills. You doubled billed as stated and did not remove it, my original complaint in Nov of 2023 and Dec... You have not removed the late fees, you have mis allocated my payments, having records day I owe rent, you have threaten to evict my 3 times behind your lack of adequate work as a business. Also have not addressed the false claims of lease violation, nor tell why I was constantly over charged and some months double and yet after doing an audit for 10-11 months... You claim I owed 965 more which not true. You did not give me all the audits the spread sheet you provided had obvious discrepancy still, showing STILL how you put incorrect over charged on my account... On your audit. You had specialist call me saying you couldn't give me your attorney info as you informed me I had been filed and charged eviction... You also refused my lease signing causing month to month fees nov 2023 do to my dispute on utilities.... I need an real audit done, please as your statement with the evidence obviously puts me in the state of denial and helps prove the fact you guys strategically do this across the board stealing avoiding the real answers .... I have records and recording of this botched situation . What I said was only 2 bill from Oct and Dec needed to be removed... From an 832 balance.... Y'all added late fees do to your lack /capabilities to answer the hard question on over charges and stealing from me and shut offs when I supposed to pay y'all back...you deflected and tried to prolong get my payments misapplied ...then accuse me of non rent , false evictions,NTLs taped to my door behind YOUR negligence. You accused my neighbors of making false reports again as I can send all of their statements and writing and I campus the entire block anyone that could see my house I went and spoke to them we have a very good report in this neighborhood with each other you have yet to respond to that. Again if you actually would have looked at my file and my cases you would see that you have not sent all of the invoices I've tried to go and get the invoices myself from the actual companies you on the other hand deny claims that you only had so many I have it on record you denied me the audits you've denied me your attorney's information you've denied to accept my rent you barely answered the overcharges That 160 whatever you credited is nowhere near and all actuality that was only your portion of the late fees if you look and you really look at what was taken that's not what that is I reject this response. I implore you to PLEASE review as these changes are over a year old and the audit has been done 4 times with incorrect and unprovable claims... As all respect parties are unable to view everything done. Im still waiting on the last 4 months invoices...as I requested to be attached...and no one sends it...person after person trys to avoid the actual accountability for the staff the lies the deception.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/11/2024

  Dear ******,

  Thank you for your continued communication regarding your account. We understand how frustrating this has been for you, and we want to assure you that we’ve taken your concerns seriously throughout this process.

  After a thorough review of your records, we believe that the information we have provided, including your bills, breakdowns, and ledgers, is accurate. We have carefully reviewed your account and confirmed that all adjustments, including any credits for overcharges, have been correctly applied.

  Additionally, I want to clarify that there is no negative information reported to your credit while you are a resident.

  At this point, no further action will be taken, as we stand by the accuracy of the records shared. I encourage you to go over the documentation we’ve provided, as it offers a clear, detailed breakdown of your account activity and should help address any remaining concerns.

  In response to your request for attorney information, our legal representative is in your area is:
  AAAL - Allegheny Attorneys At Law, P.C.
  **** *** ******** ***** ***** **
  *********** ** *****
  ***** ********

  Again, if you have further questions after reviewing the information, please reach out to us directly 1-855-513-5618. We’re here to support you and ensure clarity moving forward.

  Thanks for your patience and understanding. 

  Sincerely,

  *** ******

  VineBrook Homes

  Customer Answer

  Date: 10/14/2024

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

  You have not provided requested documents. Nor address to overcharges. You have invoices You say was not added, that was added in the group bill. You added those twice.  You presented me with a final amount on 9-25 for me to sign off on and agree to, thinking i did you then added almost 1000 the next day after hrs on my ledger with no contact. All of this after yall filed Evictions without notice . After a string of miscalculations. Late fees had not been removed. The false lease violation report that yall have a pattern with has not been answered either. I will not be held financially responsible for your negligence and time frame of resolution. I would love to post rent and utilities for this month if that is allowed? I will present your response to my attorney as your final response/action. I also requested a copy of my current ledger Last week and I'm still waiting.  

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

  

  Business Response

  Date: 10/18/2024

  Dear ******,

  We appreciate your continued communication and want to confirm that our local management team has been in direct contact with you to address your concerns. We understand how important it is to resolve these issues thoroughly and transparently, and we want to assure you that we are committed to doing so. Your concerns are a priority, and we are focused on reaching a satisfactory resolution.

  We encourage you to continue engaging with the management team, as they are best positioned to provide the detailed answers and support you need. You will also receive follow-up communication regarding the audit, ensuring that any remaining questions are fully addressed.

  If you feel that your concerns regarding late fees, lease violations, or the eviction process were not fully covered in your conversation, or if further clarification is needed, please don't hesitate to reach out to the property manager. We want to ensure that you are fully informed about these procedures and how they apply to your situation.

  As mentioned previously, the audit and invoice details were sent to you on October 1, 2024, and again on October 10, 2024. These documents contain a comprehensive breakdown of charges and adjustments. Please review them carefully, and if you need any additional clarification, the management team will be happy to assist.

  You are welcome to make your rent and utility payments for this month, we encourage you to do so promptly, our Collections team can assist you with this action. 

  We appreciate your patience and look forward to continuing the conversation to reach a resolution that meets your expectations. If you have any further questions or need additional support, please feel free to contact the local team directly. Our management team remains available to assist and demonstrate our commitment to your satisfaction.

  Best regards,
  

  *** ******

  VineBrook Homes 

   

  Customer Answer

  Date: 10/26/2024

  It was proven that I was correct and 1000+ was removed from overcharges on my utilities. I'm now seeking assistance with the findings. Still don't know WHY I was overcharged and threatend with Evictions due to standing up on being taken advantage of. They better employees for the utility department... as an addition to a resolution I'd like employment to head the utilities department for all 20K + properties with 3 figure salary... 

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, I notified your company that I will be late paying my October rent due to a hardship caused by Hurricane Helene. I informed that my payment would be made on October 12th and I understood any late fees added to my bill due at that time. I received an email response later in the day, asking for proof, and talking about evictions and some other things. I do not understand where 10 days late on a payment(first late payment ever) leads to eviction! In addition, if you drive by my rental home in Hephzibah, GA, which you cannot do because the roads are blocked by trees and power lines, you will have your proof of hardship. If you look at the news, you will see the casualty in Asheville, NC where I own my other home, and you will see the hardship with your own eyes. In addition, I had called Governor Brian Kemp's Office here in Georgia, earlier today, on 09/30/2024 and spoke to his assistant who advised me that there is a State of Emergency in affect and that I must follow the Georgia Survivors Guide and if any eviction type of action is taken at this time, to contact their Office immediately. Thank you for your time and understanding.
  
  Yours Truly,
  **** *******
  **** ****** ** ********** ** *****

  

  Business Response

  Date: 10/02/2024

  Dear Mr. *******,
  
  Thank you for reaching out and sharing the challenges you're facing due to Hurricane Helene. First and foremost, we want to sincerely apologize for the tone and content of our previous communication. It was never our intention to cause any additional stress or come across as insensitive to your situation. We truly regret that the inquiry regarding proof of hardship and mention of eviction caused you distress during this already difficult time.

  To provide some clarity, the communication you received is part of our standard response to any promise-to-pay inquiry. While it’s intended to cover a wide range of circumstances, we recognize that it did not appropriately address the specific hardship you are currently experiencing due to the hurricane. For that, we apologize and will ensure that our communication is more tailored and understanding moving forward.
  
  We completely understand the severity of the situation, especially given the significant impact of the hurricane and the State of Emergency currently in place. Your health and safety, as well as the safety of your home, are of paramount importance, and we are committed to working with you through this hardship.
  
  We will note your record that your payment is expected on October 12th, and no further action will be taken prior to that. Additionally, there will be no need for proof of hardship beyond what you’ve shared, as we are aware of the widespread devastation caused by the hurricane. 
  
  Thank you for bringing this to our attention, and we truly appreciate your patience and understanding as we work to improve our communication.
  
  If you have any further concerns or need additional assistance, please do not hesitate to contact us directly or reach out to your local manager at ************** *** ****. We are here to support you through this challenging time.
  
  Warm regards,  
  *** ******

  VineBrook Homes

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently recovering from unforeseen financial hardship. I have been late with rent while transitioning employment. Vinebrook Homes has constantly denied me of their hardship program and has refused any type of payment plan despite occupying the home for multiple years including before Vinebrook purchased the property. I’ve found myself paying an extra $350 for the past 3 months due to Vinebrooks eagerness to file for eviction even though I’ve informed them of my current circumstance. On 9/29/2024 I attempted to pay the full $2,000 owed including the eviction filing fee but the option to pay on the portal has been disabled. If allowed to pay the current balance it would give me grace to finally get caught up once I receive my next paycheck 10/11/2024. The companies tactics come off as predatory and aggressive and has caused me an undue stress.

  

  Business Response

  Date: 10/01/2024

  Dear *****,

  Thank you for sharing your concerns with us. We understand that financial hardships can create challenging situations, and we appreciate your time as a resident of VineBrook Homes.
  
  To clarify, your account is currently in eviction status with an outstanding balance of $3,600 for September and October rent. Per our eviction policy, a pay-and-stay option is not available after the third eviction filing within the same lease term. This is your third eviction filing, with prior filings in February and July.
  
  We acknowledge that you reached out to apply for hardship assistance; however, your application was submitted after the eviction had already been filed, and based on your collection history, you did not qualify for the program. This was communicated to you at the time of your request, and as of now, we are unable to offer any payment plans or hardship options due to these circumstances.
  
  We understand that this situation may be stressful, and our eviction prevention team has communicated the available options with you as of yesterday.

  If you have any further questions, please feel free to reach out.
  
  Sincerely,  
  *** ****** 
  Vinebrook Homes

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is nothing in the lease that establishes a limit on the number of eviction filings allowed. Also, I’ve attempted to file hardships prior to the current situation and the outcome has always been the same. I informed Vinebrook that of my transition of employment and the delay in payment until things caught up financially which would be this current month of October 2024.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/02/2024

  Dear *****,

  Thank you for your response. We understand your concerns and want to address them clearly.

  While the lease does not specify a limit on eviction filings, Vinebrook’s internal policy restricts the pay-and-stay option after the third eviction filing within the same lease term. This is based on internal policies designed to manage repeated eviction filings, which we have applied in your situation. 

  Additionally, we acknowledge that you’ve previously applied for hardship assistance; however, as mentioned before, the program evaluates qualifications based on several factors, including payment history, and unfortunately, you did not qualify. This was communicated to you at the time of each application.
  

  As per Section 6.8 of your lease, which states: "Lessor is not obligated to accept any rent payment for any month if Lessee is indebted to Lessor for any reason whatsoever." This provision gives us the right to decline payments if there is an outstanding balance, as in your current situation.

  We understand your situation and encourage you to reach out to our Eviction Team directly at 1-855-513-5678 for their guidance and assistance with any other questions you have about this decision. 
  

  Sincerely,
  *** ******
  VineBrook Homes

  Customer Answer

  Date: 10/02/2024

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

• Initial Complaint

  Date:09/30/2024

  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.

  Over 24 hours after Helene rolled through, Vinebrook Homes LLC told me "contact FEMA" after a tree came through my bedroom ceiling. NO federal disaster has been declared! This issue could have been resolved with a tarp. Instead everything I own (50k +) is ruined by mold spores. I understand that I am one of many tenents seeking help after Hurricane Helene, but seriously... they could not get someone to come put a tarp on the roof? They were paid for a liveable residence and timely repairs. They failed.

  

  Business Response

  Date: 10/01/2024

  Dear ****,
  
  Thank you for reaching out and sharing your experience. We want to sincerely apologize for the frustration and hardship you've encountered following Hurricane Helene, and I fully understand how upsetting this situation must be.
  
  Our priority is the safety and well-being of our residents, and we deeply regret that we were unable to address your concerns with the timeliness and urgency you expected. We are currently managing numerous emergency repairs across multiple properties affected by the storm, but I acknowledge that this does not alleviate the challenges you've faced.
  
  Regarding your belongings, we truly empathize with the loss you've described. While we did provide FEMA information as potential resources, we understand your concern given that a federal disaster has not been declared, and we regret any confusion or frustration this caused.
  
  We are working to assess all properties as quickly as possible, including yours, and will take action to ensure your home is safe and habitable. If the property is deemed unlivable, rent abatement will be considered. We also encourage you to keep an eye on any updates or resources Vinebrook Homes may offer in light of the widespread impact of the storm.
  
  Again, we apologize for the inconvenience and distress this has caused. Thank you for your patience as we work through these challenges. We are committed to keeping you updated on our next steps. Please expect follow-up communication from our local property management team with more information. 

  
  Sincerely,  
  *** ******
  Vinebrook Homes LLC

  Customer Answer

  Date: 10/06/2024

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

  1. Indeed, they just sound so helpful. In fact, I was not just given information about resources. I was told "Contact Fema" (no contact information provided) days before that became an option. Days later an email came with links to resources. The individuals they had calling people could not answer any questions and performed no follow up.

  2. I was not given ANY answers. Heck, they didnt even send someone to look at the damage for a WEEK! They will claim that they were too busy with other properties and that their local office didnt have power. I was able to contact others in the company who said they would pass messages along, but no one ever helped or called me back.

  3. I feel Vine brook Homes only responded to me at all because of this complaint.

  4. I repeatedly called with questions about if rent was due, but no one could tell me. Eventually, I was told (I have names/dates/times) that I DO have to pay October rent. The day after I paid my rent, they ended my lease.

  **** ******

  

  Business Response

  Date: 10/11/2024

  Dear ****,

  Thank you for taking the time to express your concerns. We genuinely understand how challenging this situation has been and appreciate your patience during these difficult times.
  
  We regret any confusion regarding our initial guidance to contact FEMA and the delay in assessing the damage to your home. Power outages and high demand affected our response times, but this does not excuse the lack of follow-up. We are taking significant steps to improve communication and ensure quicker service in the future. Your feedback is invaluable in this process.
  
  Please know that we take all customer feedback seriously, and your complaint was undoubtedly not the only reason we followed up. While we regret that your previous inquiries were not addressed adequately, we are working to improve internal communication to ensure that all future interactions are handled more promptly and thoroughly.
  
  Lastly, we understand that there needs to be more clarity regarding your rent payments. We apologize for any miscommunication. We hope you have heard from our property manager, and she has gone over the options available to you for rent concessions, the repair timeline, and staying in the home.  
  
  Once again, we greatly appreciate your patience and understanding as we work through these issues. Please expect continued follow-up from our local team until the repair process is complete. We encourage you to reach out to our property manager, ****, directly should you have any additional questions: 706.564.2706. We want to assure you that we are committed to making this right and providing the level of service you deserve because you, our customers, are our top priority.
  
  Thanks again for your patience and understanding. 
  
  Sincerely,
  *** ******
  VineBrook Homes

  Customer Answer

  Date: 10/14/2024

  
  
  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. Hopefully, they will honor their promise to repair the roof and fencing in a timely manner
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/26/2024

  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.

  Hello, I paid this company $,2160.17 to move into one of their properties. I never moved in because the neighbor told my 13-year-old son that someone had just committed suicide in the home. I decided not to rent the house due to some health issues that my son is having that would have affected the way he has been thinking. As I stated before, I never moved into the property. I returned the keys 3 days later. I don't think it is fair that they are not refunding me some of my money. This should have been disclosed to the renter. Please let me know if you can help me in any way.

  

  Business Response

  Date: 10/02/2024

  Dear Ms. ******,
  
  Thank you for reaching out and sharing your concerns with us. We understand this situation has been upsetting, especially given the sensitive circumstances surrounding your decision. We genuinely appreciate your transparency and the difficult decision you had to make for your son’s well-being.
  
  As outlined in the lease agreement you signed, the official start date for your lease was 9/16/2024, with an expiration date of 9/15/2025 for the property located at **** ********* **** *********** **. On 9/18/2024, when you reached out to our office you inquired about transferring to another property based on information provided to you by a neighbor regarding the property you rented.  You were informed at that time that a transfer was not an option due to the lease agreement in place.
  
  We also discussed alternative options, including returning the keys or proceeding with a lease buyout, which was fully explained to you. On 9/18/2024, you communicated your decision to cancel the lease, and we understand your desire to avoid further fees. Our Property Manager reiterated on 9/25/2024 the details regarding the early termination options.
  
  While we truly empathize with the challenges you’ve faced, the lease agreement does require specific steps to be followed for early termination, including either completing the lease buyout or providing a 30-day notice, which, unfortunately, wasn’t done. These steps are part of Section 5.3.3 of your lease to protect both parties in situations like this.
  
  Please know that Deposit Accounting is still working on finalizing your account, and we will ensure everything is handled as fairly as possible. We completely understand that this is not the outcome you had hoped for, but we want to assure you that we’re here to discuss any questions or further concerns you may have.
  
  We truly value our residents and are committed to supporting you through this process. Please don’t hesitate to reach out to us directly if you have further questions, ***************
  
  Warm regards,  
  *** ******

  VineBrook Homes

• Initial Complaint

  Date:09/19/2024

  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 guess it a complaint. I told them I was out of work due to having Covid I told them my rent would be late ! So when I tried to pay it they had two water bills on there I ask can why I have two they never make sense because when I call water works they said they don’t know where they getting that total from so I didn’t have the money just my rent. I ask can they just take Aug rent she said no so now I’m forced to pay Aug and Sep and on top that they just put another water bill on there and they gave me eviction letter I just don’t know what to do I never been in this predicament

  

  Business Response

  Date: 09/23/2024

  Dear *********,

  Thank you for reaching out and sharing your concerns. We understand that you’ve been facing a difficult time, and we sincerely apologize for any confusion or frustration this situation has caused.

  Regarding the additional water bills, we suggest contacting the utility department again to verify the charges. If there are discrepancies, we are happy to assist in reviewing your account to clarify the situation further.

  In the meantime, we encourage you to reach out to our Collections Team to discuss available options for addressing the outstanding rent and water bills. They are equipped to help find a solution and explore payment options that could ease your current situation.

  Please don't hesitate to contact them at ************** and let us know if there’s anything else we can do to support you.
  

  Sincerely,
  *** ******
  Customer Service
  VineBrook Homes