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 has 21 locations, listed below.

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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 Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  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:09/13/2024

  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.

  My husband and I rented **** ********* ** ************ ** ***** from Vinebrook Homes back on 08/2023. At the time it was the both of us and our 2 young sons. Our lease was up on 7/25/24. We moved out fully on 7/24/25 and spent that night at our new place and have been here since. On 7/25 I went back to simply clean the house. I emailed **** ***** a VBH employee to ask where to leave the keys. He replied at the end of day on 7/26, our lease was officially up the day before. We had no idea where to leave the keys and didn't want to just leave them in the mailbox. 7/26 was a Friday. We dropped off the keys at their office that Monday following. Very early in the morning. VBH has decided to keep $207.74 out of our security deposit and charged us for 4 days of rent that we DID NOT live/stay there. I am disputing this. Ive reached out to them and tried settling this with them and they refuse to refund this money. Its wrong and theft. Im also not able to deposit the check they issued with the wrong amount (security deposit total was $1450.00) of $794.23 because they stamped the check where I would endorse it with a stamp that states "Payment in full accord & satisfaction of all claims". I am neither in accord nor satisfied with this. I want the remaining $207.74 they owe us. I tried depositing this check and was unsuccessful via our banks ATM and mobile deposit feature. I went in to our local bank branch and spoke to the manager who informed me a new check has to be issued wihtout that stamp on the check. I was informed no bank would accept this check. Not only did they take the liberty to try and legally bind me to a statement I do not agree with in order for me to deposit this check but they now refuse to return the correct amount of our deposit. They charged our final water bill (that okay with us it was $348.03) and a $100 "trash removal" fee. We need a new check mailed to us and the correct amount to be refunded. This company was a nightmare to deal with. AVOID THEM.

  

  Business Response

  Date: 09/16/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns. I apologize for any frustration or inconvenience this situation has caused you and your family. We are committed to addressing the issues you’ve raised regarding your security deposit and the check.

  Rent Charges: After reviewing your case, we acknowledge the confusion surrounding the key return and your lease end date. Although we received the keys on 07/29, we recognize that you vacated the property on 07/24. As a gesture of goodwill, we will adjust your move-out date to 07/26, based on your communication, and issue a refund for the additional rent days charged.

  Check Endorsement: The stamp on the original refund check is part of our standard process and is not intended to impose any binding agreements beyond the refund. However, we understand the issue it has caused with your bank. To resolve this, we will reissue a new check without the "accord and satisfaction" stamp on the back to ensure no further complications with depositing it.

  Final Charges: The final water bill and the $100 trash removal fee were deducted based on our records. The trash removal fee was applied due to bulk items left at the curb that required special disposal. If you believe there was an error with this charge, we are happy to review it further.

  Our property manager will reach out to you soon to discuss next steps and answer any remaining questions. We will also provide details on the timeline for issuing your new check.

  
  Once again, I apologize for the inconvenience and appreciate your patience as we work to resolve this matter.

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

• Initial Complaint

  Date:09/13/2024

  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.

  On 09/12/24 my lights when out and when I called the utility company to try and report they told me that the landlord had switched the lights out of my name to their name. I have no more online access to report outages or anything. Today is 09/13/2024 and my lights are still not on, so me and my 3 kids been sitting in a dark house. When I made it to work and called the utility company again to see when my services will be restored the rep told me that their system are showing that there aren't services at my house and its inactive. I'm guessing that its due to the change that Vinebrook Homes made with my utility bill. This is very unacceptable and unappreciated!!!

  

  Business Response

  Date: 09/17/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you and your family experienced due to the recent power outage and the confusion regarding the account transition.

  As outlined in the lease agreement and the utility addendum signed on July 3, the utility service was transferred to VineBrook when your lease renewal took effect on September 3. Prior to this, we provided information explaining that the change would begin with the new lease term.

  The power outage was caused by severe storms in the area, which led to temporary service disruptions. Unfortunately, our customer service and utility teams were not informed of this outage, which would have given us the opportunity to remind you of the utility transition and how to report the issue. For future reference, the utility company provides an online power outage map where you can track service status at any time.

  Since the utility services are now listed under VineBrook, tenants cannot hold the account in their name. However, you are still able to view your utility bill each month, as previously communicated. If you need another copy of this information or require further assistance, we’re happy to provide it.

  We understand the frustration this situation has caused. Please feel free to reach out with any additional questions or concerns.

  Sincerely,
  *** ******

  VineBrook Homes

• Initial Complaint

  Date:09/11/2024

  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 have been a tenant with Vinebrooks for 3 years and definitely not valued as one. Due to the annual rent increase and constant issues with our home, we are trying to move. Yet, they make it so hard to move out. I am trying to get this rental verification for a new place, but Vinebrooks will not contact the company back. I also tried calling Vinebrooks to express how this is an urgent matter so we can move. I was told that cases were created and that they would contact the new rental company the same day( which wasn't done). This is very frustrating because we can't keep affording the rent increases to stay here another year. We also can't afford to pay the month to month rent price, if we can't move out before our lease ends.

  

  Business Response

  Date: 09/16/2024

  Dear ******,
  
  Thank you for being a valued tenant at Vinebrook Homes over the past three years. We deeply regret the frustration and inconvenience you have encountered with your rental verification and other issues. Your feedback is crucial to us, and we apologize for any additional stress caused during your move.
  
  We recognize the importance of processing your rental verification swiftly and apologize for the delay in reaching out to your new rental company. I am pleased to inform you that we have completed the necessary questionnaire and forwarded it to them. Should you require any further actions from us, please do not hesitate to contact us, and we will address them promptly.
  
  Your patience is greatly appreciated, and we are committed to facilitating a smooth transition for you. For any additional support, please contact us at 1-855-513-5678, and we will be glad to assist.
  
  We are grateful for the opportunity to serve you during this period.
  
  Best regards,
  *** ******
  Customer Service
  Vinebrook Homes
  

• Initial Complaint

  Date:09/11/2024

  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’m not sure why case ******** was closed but it needs to be reopened. I spoke with a representative who said she would speak with maintenance regarding all of the issues I’ve had and would get back to me. I did not request for a maintenance order to be put in, but I received a notification that two orders were created. The issue at this point is not whether maintenance comes out to review the issue, it’s the fact that it doesn’t get properly repaired. As I have previously mentioned, the integrity and state of the home is not in safe condition. Even if the water leak is ‘fixed’, floors are ‘fixed’, windows are ‘fixed, HVAC (heating portion) is ‘fixed’, and many other issues…. It doesn’t resolve the fact that there is microscopic fungi all through out my crawl space that is being exposed into my HVAC duct lines.
  
  I have many photos that show evidence of the home having more than just a simple “maintenance fix”. If the crawl space wasn’t unsafe, I would’ve taken photos of that as well. Thankfully the HVAC tech ensured me that he would provide Vinebrook Homes with the photos and notes he was able to take while wearing a full hazmat suit. Therefore, Vinebrook Homes should fully understand my reasoning for no longer wanting to be a tenant of this property.
  
  Again, I am writing to let Vinebrook Homes know that due to the safety of the home I am vacating *** ***** *** ** ******* ** ***** on September 30, 2024. Although the 30 day notice is required in my lease, this circumstance warrants for an accommodation due to state of the home. Please reply with an update regarding when a walk through can be scheduled, so I can hand over my keys and receive my security deposit.

  

  Business Response

  Date: 09/19/2024

  Dear *****,

  Thank you for reaching out. We apologize for any confusion regarding the closure of case ********.

  We take your concerns very seriously, especially those related to the safety and condition of the property. Your case has been escalated to our property management team for further inspection, and we are committed to addressing your concerns promptly.

  In regard to your plan to vacate on September 30, 2024, we understand the urgency of the situation and will carefully consider your request for an accommodation regarding the 30-day notice requirement. We are open to discussing this with you.

  Our property manager has been trying to contact you to follow up on these concerns and schedule an inspection of the home. Please reach out directly to her at ************** **** *** to arrange the inspection and discuss your request to vacate the property.

  We are here to support you through this process, so please don’t hesitate to reach out with any further questions.

  Best regards,
  *** ******
  Customer Service
  VineBrook Homes

• Initial Complaint

  Date:09/09/2024

  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 contacted Vinebrook several times about the tree in the backyard of my residence it is rotten. Each time I file a maintenance report they either close it out with no response or don’t do anything. This last time someone came out and took pictures and told me some one would be out to trim the tree. I called the account rep ****** a few times left a message and still no returned call. I don’t think this should be my responsibility I do not own the home. In the past I paid for someone to remove the tree branches and etc. this is a safety hazard my child can not utilize the backyard as tree branches are continuously falling off of the tree.

  

  Business Response

  Date: 09/16/2024

  Dear *****,

  Thank you for reaching out and bringing your concern to our attention. We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the tree in your backyard. Ensuring the safety of our residents is a priority, and we understand your concern about the falling branches and the potential hazard to your child.

  It is not your responsibility to handle tree maintenance, and we apologize that you had to take action on this matter in the past. We appreciate your patience, and we regret that our previous attempts to address this issue have not met your expectations.

  We’ve re-evaluated your case, and a contractor is scheduled to come out to inspect the tree again and proceed with the necessary trimming or removal. You should expect to receive a follow-up call from them for the scheduled work, and we will make sure the job is completed promptly.

  Thank you for your understanding, and we will contact you should any more communication be necessary for this matter.
  

  Warm regards,

  *** ******

  Customer Service

  VineBrook Homes

  Customer Answer

  Date: 10/09/2024

  Yes Vinebrook and resolved my issue. Thank you

• Initial Complaint

  Date:09/09/2024

  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.

  My name is **** ******* and I am a current tenant of yours residing at **** ****** ** ********** ** *****. My federal railroad administration employer recently relocated me from Augusta, GA to Linwood, NC. I have a couple months left on my current lease and am in great standing and have been a model tenant. I see properties of yours located closer to my work. One for example that I am interested in is located at **** *** ******* ** ********** **. Would you be able to help me move from one of your properties to another? I have been expecting a call back with answers from one Ms. ******** but that has not yet happened and I am in a time crunch. Hope to hear from you soon. Thank you.

  

  Business Response

  Date: 09/17/2024

  Dear Mr. *******,

  Thank you for contacting us, and we appreciate your time as a valued tenant at **** ****** *** We apologize for the delay in getting back to you and understand the urgency of your situation given your work relocation.

  We appreciate your interest in transferring to another one of our properties closer to your new location. However, under our policy, we only approve internal transfers within the same market. In order to proceed with your request, you'll need to submit an early lease termination and pay the applicable lease break fee. After that, you’ll be able to apply for a property in the North Carolina market.

  Our property manager is ready to assist you further. Please feel free to reach out to her directly at *************** ********, with any questions or to discuss the next steps.

  Thank you for your understanding, and we look forward to hearing from you soon.
  

  Best regards,
  *** ******
  Customer Service
  VineBrook Homes
  
  

• Initial Complaint

  Date:09/06/2024

  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 have been living with vine brook for four years and always paid my rent on time. I reached out to them about 4 months ago letting them know my fridge was giving out and making noise. They never did nothing about it after I filed a maintenance request. On August 23 my fridge finally gave out. I called And put in maintenance request several times. It is now September 6 .. Its approaching almost the third week without a fridge. I have small children who I can not cook for. I am breast feeding mom and I have had to thro away breast milk and food that I was saving for my children. I called and ask what happen they said they took me off the emergency list .. I guess my kids not having a fridge is not a priority. They keep saying they are coming to look at it but I suspect by the time they come look at it .. They will realize that its not even fixable and Then I will probably have to wait another week for a new fridge. This absolutely ridiculous when I great tenant that has been consistent with then for four years Definitely heartbreaking.

  Customer Answer

  Date: 09/07/2024

  The business resolved my issue after you guys reached out thanks so much

• Initial Complaint

  Date:09/03/2024

  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 have been without air conditioning for 8 days, as my air conditioning quit running on 8/ 23. I was told the technician did not have the equipment and had to come back. No one showed. Wednesday I was told they would be out between 1 and 5. I called at 4 pm and they said: “good news the Tech has been dispatched and is on their way now”. No one ever showed up.
  I was then stonewalled by the answering service. Thursday I only got the answering service again. No one called back. Friday, a lady said she would send my work order as an emergency. Someone was home waiting every day.
  
  On Friday my work order was put on hold. I don’t know why due to lack of communication on their part.
  
  Now, my wife and I who both have health issues that we told them about, have to spend another weekend in a house where the heat is 90 degrees inside and unbearable. When I call, I cannot find out anything, as my call is forwarded by the answering service without a response.
  They have not communicated to us why they have the order on hold or why they haven’t fixed the AC unit. This is unacceptable.

  Customer Answer

  Date: 09/05/2024

  Thank you for your response. The complaint against Vinebrooks has been resolved, as they fixed the issue. You may close the complaint.

  
  

  Sincerely,

  
  

  *** **********

• Initial Complaint

  Date:08/30/2024

  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.

  My water heater has stopped working on August 26, 2024 and I submitted a maintenance request for it to be repaired. This was classified as an emergency and it is Friday, August 30th and no one has even called. I called several times to let them know the severity as we are currently in a heat wave and cannot use the water as it is frigid cold. Customer service said someone would be in touch. No one reached out so we were forced to shower in cold water. My spouse has now been diagnosed with influenza as a result of showing in ice cold water. I have called a total of 4 times and they lowered the priority from emergency to urgent. Now we are approaching a holiday weekend and no one has still reached out. Unfortunately, I had to sought legal advise about the issue as Ohio law requires landlords to provide running water, reasonable amounts of hot water, and reasonable heat at all times and vinebrooke has failed to do so after we’ve made multiple attempts to remedy the situation.

  

  Business Response

  Date: 09/05/2024

  Dear ******,

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience caused and understand how frustrating it must have been to be without hot water, especially during a heat wave. 
  
  We received your work order for no hot water (WO#********) on August 27th at 5:22 PM, and it was completed by our team on August 30th at 1:25 PM, which falls within the permissible time frame for urgent work orders. While no running water is considered an emergency, a lack of hot water is classified as urgent. We recognize the discomfort this caused, and we're sorry that it took longer than expected to resolve.
  
  Due to the extreme heat last week, we experienced a significant increase in AC-related emergency requests, which required our immediate attention. As a result, our team prioritized those calls. However, this does not diminish the importance of your situation, and we regret any distress this delay may have caused. 
  
  Please let us know if there are any outstanding issues or if there's anything else we can assist you with moving forward.
  
  Sincerely,  
  VineBrook Homes Customer Service  
  [email protected]

  Customer Answer

  Date: 09/05/2024

  
  
  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:08/28/2024

  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.

  Vinebrook sent a inspector to our home last Wednesday. After assessing the property and the multiple things that need fixed she suggested that we request a property transfer. I was told I would be contacted within 48 hours by property management yet it has been 7 days no reply via email or call. We have a serious black mold issue from flooding in our basement, half of our house is without electric, ours furnace has never been replaced we are constantly having to light it ourselves when it goes out, the basement door broke due to flooding, our basement bathroom has never worked (toilet, shower, sink), the handles to turn on our working tub broke off and we have to go down stairs to turn the water off and on with each use, fridge went out, oven went out, our house is on a hill and the bricks are moving further apart so when it rains water drips through....and the list goes on. many of the things i have listed they lied to the city saying they were fixed and can be found in the court documents from the city Sueing them. I have went around my house and took pictures to confirm said things were in fact not fixed. They sent out a maintenance man the other day to "look" at the basement in which he confirmed there was nothing he could do to treat the black mold and also they didnt even give me a heads up about him coming out or time frame of when he would show up which caused me to have to call off work. When I asked the maintenance man for a number to contact a supervisor he told me he is not aloud to give out the information but would tell them I wanted someone to contact me. It is ridiculous that they have still yet to contact me with a update on the severe situation especially with kids here. I have a contract/lease with them and cant even get ahold of management! They own majority of the rental property here in Cincinnati and have no way for tenants to reach them!!!

  

  Business Response

  Date: 09/05/2024

  Dear ****,
  
  Thank you for reaching out and for your patience regarding these serious concerns. We understand how frustrating it must be, especially with the safety and comfort of your home at stake.
  
  Our team has been made aware of the issues, and we are actively working on them. Based on the feedback from the inspection, our Service Supervisor, **** *****, is overseeing the situation, and we have scheduled vendor repairs to address the necessary items. Additionally, our maintenance tech was recently at your home to assess the black mold situation, and it was confirmed that this requires a vendor's attention. We are prioritizing this issue along with other repairs like the furnace and electric, as we understand the critical nature of these problems, especially with children in the home.
  
  Please rest assured that we are in communication with the appropriate teams to expedite these repairs. While some items are repairable and have been scheduled, others will require more coordination with our vendors. We are committed to resolving this situation promptly and will keep you updated on the progress. If you have any additional questions or concerns, please feel free to contact us directly at **********************************.
  
  Thank you again for bringing this to our attention, and we are working to ensure your home is back to the standard you expect.
  
  Best regards,  
  VineBrook Homes Customer Service  
  **********************************