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 Home Resident Services

  149 Weldon Pkwy Ste 117 Maryland Hts, MO 63043

• 

  Vinebrook Homes Cincinnati

  4856 Business Center Way Cincinnati, OH 45246

  
• 

  Vinebrook Homes Ohio, LLC

  790 Morrison Rd Gahanna, OH 43230-6642

  
• 

  Vinebrook Homes Augusta

  2531 Center West Pkwy STE 100 Augusta, GA 30909-2142

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

• Initial Complaint

  Date:08/22/2024

  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.

  The company requested a holding fee for the property, but in the contract, it did not say it was not refundable. If you did not like the property. In addition, the company is a scam. When asked for the refund back they responded has already been deposited into their account, they cannot provide information Was not refundable the property we looked at was a mess and the pictures did not reflect what the rental look like they were trying to force us to pay an additional $2100 after we put the holding fee and they wanted it within 14 days of signing the lease . He advised in a text that is the property is not what we want with simply get the deposit back now they’re saying it’s not refundable. I have never dealt with the company that has been so so unprofessional.

  

  Business Response

  Date: 08/28/2024

  ******, 

  Thank you for sharing your concerns with us. I’d like to address the situation and provide some clarity.
  
  Firstly, it’s important to note that the individual who applied for the property, *****, was the one who signed the lease on August 14th, with a start date of August 15th. From our records, it appears that ******, who was assisting *****, viewed and approved the property before providing the holding fee to Vince.
  
  After the lease was signed, there was some confusion regarding who would be moving in, as ***** was not in the state to collect the keys. Despite efforts to coordinate, ***** delayed picking up the keys and eventually decided to go with another property that would hold the house for him until the 1st of the month. He informed us of his decision to cancel on August 19th, preferring to take a loss at that point.
  
  Our rental criteria clearly state that the holding fee is non-refundable. This policy was in effect when ***** applied on August 2nd and when he decided to cancel on August 19th. 
  
  I understand that this situation has been frustrating, but the non-refundable holding fee policy is standard practice, and it was communicated clearly. We strive to maintain professionalism in all our dealings, and I’m sorry to hear that your experience did not meet your expectations.
  
  If you have any further questions or concerns, please feel free to reach out.
  

  VineBrook Homes 

• Initial Complaint

  Date:08/20/2024

  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.

  For several months Vinebrook has charged me $95x 2 /x3 for sewer bill they’ve been over charging me per customer service at the sewer company Vinebrook has refused to refund me funds back on top of not accepting partial payments for rent I’m being forced to pay money that I do not owe which result in evictions fees . It’s taking away from me buying food for my family . I’ve complained multiple times about my carpet needing to pulled up do to mold rain water wet carpet , basement floor and kitchen sink burst and now kitchen floor is peeling back , currently caused mold downstairs . My son and I have asthma and my daughter has pulmonary hypertension and it’s affecting our health . The bathroom door is a fire hazard we constantly get stuck in the bathroom and have to sit if no one else is home to help open it . Nothing is being done I need help .

  

  Business Response

  Date: 08/23/2024

  Dear *******,

  Thank you for bringing these concerns to our attention. We take these matters seriously and have reviewed the situation thoroughly. 
  
  After speaking with a member of our team, we have been notified that someone made contact with you yesterday and immediately entered work orders to address the reported issues. A technician was scheduled to visit your property yesterday to:
  
  1. Remove and treat any biological growth in the basement.
  2. Repair the bathroom door, which was noted as being difficult to open.
  3. Assess the condition of the carpet and kitchen vinyl flooring and take appropriate action.
  
  Regarding the billing concerns, we can confirm that all charges related to sewer services have been reviewed and are accurate. While there has not been any overcharging, there was a temporary issue with double billing that has been resolved. The changes in the amounts billed are due to rate increases from MSD, which occurred twice during your tenancy.
  
  We understand the importance of maintaining a safe and healthy environment, especially given the health concerns within your household. Our goal is to address these issues as quickly and effectively as possible.
  
  If you have any further concerns, please don’t hesitate to reach out to our customer service team at [email protected].
  
  Sincerely,  
  VineBrook Homes

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They called and no one came to treat mold or the carpet and the bill is incorrect. No one contacted me in regards to billing 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 08/28/2024

  Dear *******, 

  Thank you for bringing this to our attention. I understand your concerns about the mold treatment, carpet issue, and billing.
  
  After reviewing our records and speaking with you last week on August 21st, you confirmed that you would be home for the technician's visit on August 22nd. The technician did arrive as scheduled, but he was unable to gain entry because your lock is not on the master key. He left a door hanger with his work cell number, which I understand you received and have been trying to use to reach him. The technician mentioned that he has not received any missed calls that he hasn't returned.
  
  I have just confirmed that a technician has visited your home on Tuesday. Please ensure that the necessary work is completed. 
  
  Regarding the billing issue, I apologize for any confusion and lack of communication. We'll review the charges and reach out to you directly to resolve this as quickly as possible.
  
  Thank you for your patience.
  VineBrook Homes 
  

  Customer Answer

  Date: 09/04/2024

  Carpet and kitchen floor wasn’t replaced , bathroom door still not fixed and they are still committing fraud with my account 

  

  Business Response

  Date: 09/09/2024

  Dear *******,

  Thank you for bringing your concerns to our attention.

  Regarding the bathroom door, our records show that the repair was completed on August 27th, and a family member was present during the service. We understand that you have scheduled with the outside vendor, Sherwin Williams, to have the flooring replaced this Wednesday.

  If you have any further concerns or need additional assistance, please let us know. We're here to help.

  VineBrook Homes 

• Initial Complaint

  Date:08/19/2024

  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 Homes just seems like a very adolescent and incompetent company that lacks communication. The company has been very demanding on their needs and neglectful on my concerns of the home. Recently the major factor is that i am in need of a need stove/oven and dishwasher. The maintenance guy came out stated they were placing the order and that someone would reach out to me on delivery and installation date. That was three weeks ago. While he was there I showed him a leaky pipe that they had fixed but the floor under the sink caved in. He, himself said they should have fixed that when they did the pipe and that the pipe itself wasnt done properly, also stated that day that the issue with my garage door was a faulty sensor and he would bring a new one back, he never returned. I called to let them know and someone reached out via email over a week span and still no delivery. The “supervisor” called and stated he was gonna get on top of it and put in 4 work orders for everything else that needed to be fixed, asked what time of day should someone come, I said morning. The very next day someone calls saying that they are at my house when i was taking my daughter to school with no thirty minutes heads up. I asked them if they could wait and they said, they’ll be back, further throughout the day they said I would have to reschedule. Since then people have stopped by randomly without calling, leaving a note stating they called and absolutely HAVE NOT. They even left materials on my front door with instructions for me to bring in the house and hold for when they come back. And still no one has showed yet the company has continuously, daily, emailed and texted me in regards to a lease renewal with a price increase pressuring me to sign by a certain date or will increase again. When i let them know i would like to but I need clarity on maintenance issues, the lady in charge of the lease renewal leaves a message stating she doesn’t know how she would be able to help me.

  

  Business Response

  Date: 08/20/2024

  Dear *****,

  Thank you for bringing these issues to our attention. We apologize for the frustration and inconvenience you’ve experienced with your maintenance requests and communication with our team. It is clear that our efforts to resolve these matters have not met your expectations, and for that, we sincerely apologize.
  
  Here is what we have documented regarding your maintenance concerns:
  
  1. Oven and Dishwasher Replacement: Our records show that after placing the order for the appliances, our team attempted to reach you multiple times for scheduling delivery and installation. We understand that this has taken longer than anticipated, and we apologize for the delay. We are working diligently with our suppliers to expedite this process.
  
  2. Communication and Scheduling: We recognize the importance of clear and consistent communication. While we’ve made efforts to contact you, it’s apparent that there have been lapses, including unexpected visits and insufficient notice before technician arrivals. We are committed to improving this moving forward. Our technicians are instructed to notify residents before arriving, though the timing does sometimes vary based on their schedule.
  
  3. Other Maintenance Issues: Regarding the leaky pipe and garage sensor, it is concerning that these issues were not fully addressed during earlier visits. We have reopened work orders for these items and will ensure they are resolved properly.
  
  4. Lease Renewal Pressure: We understand your frustration with receiving communication about lease renewals while maintenance concerns are pending. Your concerns should have been fully addressed before any discussion of renewal, and we will ensure our teams coordinate better in this regard.
  
  Moving forward, your requests have been prioritized, and we have scheduled a technician to visit tomorrow morning. Please confirm your availability, and we will do everything possible to ensure all outstanding issues are resolved during that visit.
  
  Thank you again for your patience. We genuinely value you as a resident and are committed to providing the service you deserve. Please feel free to reach out directly if you have any further concerns.

  VineBrook Homes 

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The property management has still been half doing there job and intentionally inconsistent with communication. I have had an inoperable drive and dishwasher for a month! They waited until I made a statement here to order the parts and when they do, they order the wrong color, style, size and without installation. I’ve requested numerous times to receive a call from a supervisor for maintenance and supervisor above the lady that has been sending me lease renewals EVERYDAY since before I put my maintenance request in. They offered me a lease renewal with a rent increase that I had to sign by a certain date or it will constitute to increase. In between the time of that proposal expiring they still haven’t honored there guidelines in the lease and my issues are still not fixed. They should be honoring the first proposal. Otherwise I will NOT be renewing and they can get ready to pay to completely renovate when I leave anyway.
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/05/2024

  Dear *****,
  
  Thank you for your feedback. I understand your frustration, and I want to address your concerns as thoroughly as possible.
  
  Regarding the installation of the dishwasher, I want to clarify that when we order appliances from Lowe's or Home Depot, we do not authorize installation by their delivery service as they are not insured with us. Our technicians handle the installation. The dishwasher has been delivered, but we have encountered difficulties scheduling a time for installation as we have not been able to reach you on multiple occasions. Our most recent attempt was on Tuesday, 9/3, and you indicated that you were out of town until the end of the week. Please contact us or submit a new work order upon your return to arrange a convenient time for installation. We have entered a new work order on your behalf and will reach out to confirm your availability.
  
  Regarding the appliance color and style, the replacements were made with black appliances because the original white models were out of stock. We understand your request to match the refrigerator color; however, per our policy, we do not replace working appliances. This policy has been communicated previously.
  
  Regarding your lease renewal concerns, our Retention Specialist has followed the standard protocol. However, we will honor the initial proposal rate and will adjust it accordingly. You will receive the updated information today.
  
  Thank you for your patience and understanding. If you have further questions or need additional assistance, please do not hesitate to reach out at [email protected].
  
  Best regards,  
  VineBrook Homes  
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business steals your money, I paid rent on time and gave vacant notice and had apartment cleaned out and they kept all my security deposit and stated I owe an additional 230.00 that went into collections.

  

  Business Response

  Date: 08/20/2024

  Subject: Response to Your Security Deposit Concerns
  
  Dear *******,
  
  Thank you for reaching out and sharing your concerns. I’d like to provide some clarification regarding the charges and your account balance.
  
  Your lease was set to end on March 14, 2024, but you vacated the property on February 29, 2024. Per the lease agreement, you are responsible for the remaining 14 days, which amounts to $736.13.
  
  Additionally, upon inspection, there were charges related to trash left in the alley and around the exterior of the home ($300), damaged blinds ($240), and cleaning (including wall cleaning) that needed to be done ($420). The total cost for these items was $960. This information, along with photos for reference, was provided in the move-out statement sent to you on March 12, 2024.
  
  If you have any further questions or would like to discuss this matter in more detail, please don’t hesitate to reach out.
  
  Best regards,  
    
  VineBrook Homes

  Customer Answer

  Date: 08/20/2024

  Video show apartment was completely cleaned out Vinebrook made up false charges to keep all my security deposit and Vinebrook has track record doing this to their tenants, I gave 2 month written notice that I will vacate March 1 2024 which I vacated February 28 2024 returned keys and garage openers. I Disputing the clean out the house charges, and the two week rental charges

  

  Business Response

  Date: 08/27/2024

  Here's a response that addresses the complaint:
  
  ---
  
  Dear *******,
  
  Thank you for bringing this to our attention, and we apologize for any frustration this has caused. We did receive your dispute regarding the cleaning fees and the rental charges. After reviewing your account, we have put in a ticket to reverse the cleaning fees. 
  
  Regarding the rent charges, those were applied according to the terms of your lease agreement. We understand this may be concerning, so we reached out to you and left a voicemail explaining the situation, including the update on the cleaning fees.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We’re here to help and want to make sure this gets resolved as smoothly as possible.
  
  Best regards,  
  VineBrook Homes Customer Service  
  **********************************  
  
  

  Customer Answer

  Date: 08/28/2024

  Vine brook I accept you refunding my cleaning fee, but what about taking back that collection that was 246 on my credit report  since I was due to refund I want my credit report collection that vibebrook started off my credit report, I also want the blinds fee refunded as well video shows blinds was in the state they were when I first rented the place.

  

  Business Response

  Date: 09/03/2024

  Hello *******, 

  Thank you for reaching out to us regarding your concerns. We have processed the refund for your cleaning fee as discussed. Regarding the collection on your credit report, we understand the importance of this matter and are currently investigating the situation. We are committed to resolving it as quickly as possible.
  
  As for the blinds fee, we have reviewed the available documentation, and while the photos we have are limited, we have put in a request for an adjustment on this charge as well. We are working diligently to ensure that all aspects of your account are reviewed and handled appropriately.
  
  A member of our team has emailed you directly last week with more information about the blind refund. 
  
  Please let us know if there is anything else we can assist you with.
  
  Thank you for your patience.
  
  Best regards,  
  VineBrook Homes  
  **********************************

• Initial Complaint

  Date:08/14/2024

  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 without air for 5 days. Vinebrook maintenance call you when they’re 15 mins away from your for a maintenance request. I have called Vinebrooks to have them use the master key because I work through the day or lets schedule a time which they day they can’t do. This company has been the worst. We are unable to make partial payments, we are unable to speak with someone that can helps us. They send us to customer service which are unable to help with anything. Vinebrooks have been a pain to work with. They will call you a million times if your rent is late.

  

  Business Response

  Date: 08/20/2024

  Dear ******,
  
  Thank you for sharing your concerns, and I apologize for the frustration and inconvenience you’ve experienced.
  
  According to our records, a technician visited your home on August 13th and completed repairs to the exterior unit. However, they were unable to access the inside of your home due to your lock not being on the master key system. The technician attempted to call you several times but was unable to gain entry.
  
  Yesterday 8/19, you visited the office and spoke with our team, confirming that you had missed those calls on the mentioned date. We understand how important this issue is and have sent a technician to visit your home to complete the necessary repairs yesterday and rekey the lock to avoid this issue in the future.
  
  We appreciate your patience and hope everything is to your standards now.
  
  Best regards,  
  VineBrook Homes

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you just lied in the email saying they called several times when that was not true.  Yes I missed the call but no other call was returned after I called each day. You lied saying you changed my locks. You’re lying about not having a keep when Vinebrook changed my locks when they first took over the lease maybe 2 years ago.
   What is the excuse when I called all week everyday. Their maintenance should not have closed the ticket knowing he was not sure that it was fixed.

  Your customer service can’t because they’re an answering service who has no contacts. I have emails as well. You didn’t decide to call me until I made the complaint 

  Policy is horrible to expect someone to wait around for maintenance to call when they’re 15 mins away.
  
  
  However its fixed and Im only satisfied with that portion only.
  
  ****** ****

• Initial Complaint

  Date:08/14/2024

  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.

  Leasing agent told me that they’ll would give a gallon of paint ,they told me that the mold spray I would have to purchase, then the Maintenance man said needed to go buy the Pine sol & cotton balls to get rid of any rodents,, there very unprofessional and I ask to get out my lease after to days of living here leasing agent kept lying to me , I have ptsd and anxiety from my Husband passing away , 3 months ago that the only reason I moved Lexi ( leasing agent) gave her word only to stop answering the phone be spent so much money on cleaning supplies and urine removal that it’s said how they take advantage of people, my number is ************

  

  Business Response

  Date: 08/20/2024

  Dear ********,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you’ve experienced and want to ensure we address your issues properly.
  
  Since your move-in, we’ve responded to multiple work orders promptly and have worked diligently to resolve all outstanding maintenance requests. Our team, including maintenance techs and vendors, has completed all identified repairs. We understand you’ve been frustrated, and we’re committed to maintaining open communication moving forward.
  
  Regarding your concerns:
  - We are able to provide you with a gallon of paint as previously discussed.
  - We encourage you to continue reporting any work order items, and we’ll make sure they are handled in a timely manner.
  
  Please note that reimbursement requests need to be specific to approved expenses, and we’d be happy to review any receipts or additional details you may have.
  
  We are here to assist you and want to support you in making your home comfortable. If you need further assistance, please feel free to reach out.
  
  Best regards,  
  VineBrook Homes  
  [email protected]

  Customer Answer

  Date: 08/30/2024

  Good afternoon. I should not have to Paint a rented Home because the leasing agent assured me that everything that I complained about would be fix , I explained to Alexis that I’m a foster parent and anything that a child potentially harm themselves with needed their immediate attention, that’s the only reason I sign that lease , but when I realize that the company just tell you anything to get your MONEY I ASK FOR MONEY BACK 2-3 days later,,I was called on Monday and was told that someone would be coming to clean that BATHROOM DOWNSTAIRS WHERE IT SMELLS LIKE POOP, and no one has came after they called with the LIE!! THIS IS WORST COMPANY TO RENT FROM

   TO EVEN SAY to top it off this Man name CHRIS SAID TO ME VINEBROOK HOMES LEASING COMPANY IS A AS-IS , who says something like that I WISH I WOULD HAVE READ THE COMPLIMENTS BEFORE I GIVE THEM MY MONEY,, it was poop under the vanity and they just wipe it as if that was  going to help the smell all this ppl do is tricked ppl out their money,,  then they ignore you , why couldn’t they replace the Vanity it has a disgusting smell  downstairs and the plumber told me that he’s been working on this house for a while now it’s always something to do with *********** replace me for my mold cleaner my bombs that I had to purchase to get rid of spiders and some bugs , my paint because I painted your dirty Bathroom doors,,, this is  worst leasing company that I have ever heard of,,, ITS A AS IS RENTAL WHEN THAT BEVOME LEGAL???One more thing I ask Alexis (the leasing agent)do  they have or had mice rats rodents, she said no that’s another lie be they  had 2 mice traps in the house ,,was it for DECORATION?? That’s all for now ! But I need my Bathroom cleaned downstairs!!! 

  Where the plumber said he put in an order but know ones has came YET !! (3 days ago )

  

  Business Response

  Date: 09/05/2024

  Dear ********,

  Thank you for your message and for sharing your concerns with us. We sincerely apologize for any frustration and discomfort you've experienced. We understand the importance of providing a safe and clean environment, particularly when children are involved, and take your feedback seriously.
  
  Our records show that all of the work orders we received from you were addressed and completed in a timely manner. However, we do not have any current open work orders under your account. We encourage you to submit any new or unresolved concerns through our maintenance portal, and we’ll ensure that they are addressed as promptly as possible.
  
  As for your comments about the condition of the home, we strive to make sure that all properties are properly maintained. While some homes are rented "as-is," we always aim to meet our residents’ needs as quickly as possible. We regret if any of our communication fell short of your expectations.
  
  Please feel free to reach out to us with any additional concerns. We are here to help.
  
  Sincerely,  
  VineBrook Homes Customer Service  
  [email protected]

• Initial Complaint

  Date:08/06/2024

  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 put in a maintenance request regarding the air circulation in the house. On the upper level /attic it is extremely hot when it's hot outside to the point I'm sweating. Sometimes I wake up sweating out of my sleep. Not to mention this has been an complaint I entered a order in from last year I just got tired of opening maintenance orders and they do nothing. So here we are again a year later and ***** had the audacity to email me today August 6th 2024 with this response:
  
  there are a bunch of different methods to help keep a home cool when its this hot out on google. but at this moment we will not be adding or altering the Hvac system in the home. you are more than welcome to get window units if you choose but they will need to be paid for by you. sorry we cant be of more help through this hot summer. Please let us know if there is anything else we can do and have a great day!
  
  This is unacceptable. I pay almost $1,400 in rent and you want me to accept that I have to be uncomfortable because you don't want to invest in a property you listed for rent. If they are not going to resolve the problem I need a discount on my rent for July, Aug, and September until the summer is over.

  

  Business Response

  Date: 08/08/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We understand your frustration, especially given that this issue has been ongoing. We have reviewed the situation with both our technicians and licensed HVAC contractors, who have confirmed that the AC is functioning properly and is appropriately sized for the home.
  
  The house’s Cape Cod style is prone to retaining heat on the upper level due to the limited attic space available for ventilation. However, we want to explore additional options to improve your comfort. We are putting in a work order to assess the options.  We will follow up with you once we have more information on what might help.
  
  Additionally, we are willing to provide a few box fans to help improve air circulation in the meantime.
  
  We appreciate your patience and are committed to finding a solution that addresses your concerns. Please let us know if there's anything else we can do to assist you.
  
  Best regards,  
  VineBrook Homes 

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: ********

   

  Thank you for acknowledging my concern. A maintenance technician came to install a ceiling fan and did not complete the job but closed the work order so I would like to keep my complaint open until the job is complete. Rax said he would call and come back today around 11 am. I have not heard from him nor has he come and it's currently 12:40 pm August 9th. Please ensure that he if and when he will be returning. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/13/2024

  Hi ******, 

  I have confirmed with the team and it appears they have installed the ceiling fan and the work order is now closed. I hope this is satisfactory to you. if there is anything else you need, please let us know. 

  Thanks,

  VineBrook Homes 

  Customer Answer

  Date: 08/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The fan was installed but doesn't work and this was known by the maintenance technician Rax so I don't know why he closed the work order. Hence, why didn't want to close the complaint until the work is complete and it is not. Please send someone back out as soon as possible. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/15/2024

  Dear ******,

  We apologize for the inconvenience and appreciate your patience.

  We understand that the fan is controlled by a remote rather than a traditional pull chain. Unfortunately, the technician mistakenly left with the remote after the installation, leaving you without a way to operate the fan. We have since retrieved the remote and returned it to you, and everything should now be functioning properly.

  We also reached out to you after resolving the issue, and we’re glad to hear that everything is working well. If you experience any further issues, please don’t hesitate to reach out.

  Thank you again for bringing this to our attention.

  Sincerely,
  VineBrook Homes
  [email protected]

  Customer Answer

  Date: 08/15/2024

  
  
  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:08/05/2024

  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.

  On August 3, 2024 I pressed the reset button on the outlet in my bathroom. Immediately, there was a buzzing noise, and smoke started coming out of the outlet, and the wall felt warm. I turned off the switch in the fuse box. That switch was connected to the bathroom, two of three bedrooms, the hallway, half the living room, and half of the basement.
  
  I contacted maintenance via phone and 4:45p and informed the male representative of the issue. He stated that he has put in the request I would be contacted shortly. When I asked if someone would be coming out today, he said yes.
  
  I contacted maintenance again via phone at 06:58p when no one contacted me. When looking at the maintenance request, I noticed that the male representative submitted it as routine instead of urgent. The female who I spoke to stated that she would update the request because it is not routine, and someone would contact me shortly. I was not contacted at all.
  
  August 4th, I contacted maintenance again and explained the situation again to a third person. They explained that this was urgent and they would send it over to maintenance to have them deal with it urgently. Hours later, still nothing. I contacted maintenance once again at 01:03p, and the representative stated that all she could do was send a message and ask if I wanted her to do that. I said yes, and she hung up on me.
  
  Half of my house does not have power, and that includes internet services because it is located in my bedroom. I need internet for my employment, and I am almost certain that they will not be out to check before I need to clock in tomorrow.
  
  I have expressed how dire this electrical issue is, but apparently Vinebrook Homes does not share that same sentiment. Why else would their emergency maintenance number be the same as their regular maintenance service? What else am I still waiting 22 hours later?

  

  Business Response

  Date: 08/12/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the electrical issue in your home.
  
  We received the first work order related to this issue on August 3, 2024, at 4:55 PM. Unfortunately, the initial call was not categorized as urgent/emergency, which led to a delay in dispatching a technician. We regret this mistake and understand the significant impact it has had on you, especially given the importance of having functional power and internet for your employment.
  
  On August 7, our technician, *****, replaced the outlet in the bathroom and reset the breaker. However, he found that the outlet was still not functioning. As a result, he recommended that another technician or an electrician with more specialized skills be sent to troubleshoot the issue further.
  
  In addition, we have received case number CSI ******** on August 5, which was sent to our team on August 6. We are actively managing this concern, and the case will remain open until the issue is fully resolved.
  
  We apologize for the delay in addressing this urgent matter and assure you that we are working to resolve it as quickly as possible. Your safety and comfort are our top priorities, and we will continue to keep you updated on the progress.
  
  Thank you for your patience and understanding. Please do not hesitate to contact us if you have any further questions or need additional assistance.
  
  Sincerely,  
  VineBrook Homes 

• Initial Complaint

  Date:08/05/2024

  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.

  A week ago on Saturday, July 27th, my ceiling caved in from a leak and the amount of rain we have had. I immediately sent in a maintenance request and as it falls under an emergency, I assumed that something would be done right away. It rained all day Saturday and Sunday, causing me to spend the better half of those days, brushing out the water that had accumulated on the floor. As shown in the pictures, the hole was so large that a bucket wouldn’t have been sufficient. I spent the weekend calling the numbers that were provided for my landlord and no one answered, let alone called back. On Monday the 29th, I got a confirmation email saying that the work order had been completed. There was no tarp on my roof, no one had reached out, and there was still a giant hole in my ceiling. The next day, August 30th, black mold started to appear on the ceilings, walls, and many of my personal items which had to be thrown out. I sent in an email to the customer service that was provided, again asking for clarification and some sort of communication as the problem was getting worse. I got a call from someone named **** who walked me through the process on their end of maintenance request where he claimed they weren’t slum lords but said he wasn’t responsible for the payment side of things. He told me that he would have Regina reach out to me to sort things out. It is now a week later and she is not responding to any of my messages, the mold has now spread into the kitchen, and more of my items are having to be tossed. It’s a health hazard for not only me but my animals as well.

  

  Business Response

  Date: 08/12/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the distress and inconvenience you've experienced due to the ceiling damage and the subsequent issues you've encountered.
  
  We have reviewed your service request and would like to provide you with a detailed timeline of the actions taken:
  
  - **7/27/2024:** Your service request was submitted on Saturday at 7:55 PM. Unfortunately, it was classified as a routine Interior/Drywall request rather than an emergency, which delayed its immediate dispatch to the on-call technician, as it was after business hours.
    
  - **7/29/2024:** On Monday morning, the Service Supervisor assigned your request to the technician pool. The technician attempted to contact you while en route to your home but did not receive an answer. Upon arrival, the technician knocked on your door but, due to unrestrained dogs, was only able to enter briefly to take a picture of the ceiling damage before exiting for safety reasons. The technician then secured the damaged area of the roof with a tarp and notified the Service Supervisor that a vendor would be needed to complete repairs.
  
  - **7/29/2024 (3:31 PM):** The Service Supervisor sent the service request to Boulder Management, our vendor, for further action.
  
  - **7/30/2024:** The vendor acknowledged the service request and contacted you to schedule a visit for 8/1.
  
  - **8/1/2024:** The vendor visited your home, assessed the damages, and created a bid, which was approved the following day.
  
  - **8/5/2024:** The vendor completed all exterior roof repairs and assured us that the corresponding interior repairs would be finalized by the end of the day.
  
  - **8/6/2024:** The vendor reported the job as complete and provided picture proof of the repairs.
  
  We understand that the situation has been difficult, particularly with the appearance of mold and the impact on your personal belongings. Please be assured that we are committed to addressing these concerns thoroughly.
  
  At this time, based on the steps taken and the completed repairs, we are unable to release you from your lease. However, we are willing to discuss any further actions that may be needed to ensure your home is safe and comfortable.
  
  Thank you for your patience and understanding. Please feel free to reach out to us if you have any additional concerns or if there is anything further we can do to assist you.
  
  Sincerely,  
  VineBrook Homes 

  Customer Answer

  Date: 08/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Hello, 
  Thank you for getting back to me. There are a few points that I would like to address first. 
  No one tried to contact me from VineBrook to let me know they were coming into my house on Monday. The lease states that I need to be notified 24 hours in advance before someone enters the property. The contractors kept me updated on all repairs as well as reached out first before VineBrook to let me know they were assigned and what days and time would work best for them to come out and see the damages.  If someone did enter my house from VineBrook, they did not send any pictures to the contractors as they reached out to me and asked if I could send pictures of the damages as well as the black mold. 
  My dogs are always locked in cages behind a closed door when I am not home, they were not roaming free. I can provide camera footage if needed. 
  Moving onto the repairs. I have provided pictures as proof on my end of the repairs. I got an email from Heather stating that the contractors would be back on August 7th to finish the interior repairs. They did not show up. The black mold is still growing. There is now more black mold on the walls, the ceiling is patchy from the paint job, and the ceiling is slightly bulging from where they did the repairs. 
  The first communication I received after my initial request was an email stating repairs were finished. This was not true as no one had been to the house. On August 6th I got yet another email stating that the repairs were finished. I spoke to **** on the phone (August 2nd) where he let me know that there is an issue with sending a message saying that the maintenance request is now fixed even when they are still currently working on it. This issue creates confusion and a feeling of being lied to. So I assumed that it was just another one of those messages. I was still expecting more repairs to be completed. 
  I have completely moved everything out of that area of my house, as well as not using the kitchen as there is still black mold in that area as well. 
  Seeing as how I have not been able to use half of the house for 17 days and as the problem is still not fixed, I am more than willing to talk about fixing the issue. Alabama state law says that if an emergency is not fixed within 14 days then I can take legal action. In the lease it also state that if the landlord does not comply with state law then I am allowed to take legal action. My home is still not safe and certainly not comfortable. It is still a health hazard for not only me but my dogs as well. The fact that I am still paying full rent yet am not able to use the house to its full extent as it is unlivable leads me to assume that you do not care for any occupants in the residency. If you cannot let me out of the lease and will not take off any rent, then I am forced to ago ahead and take legal action. 
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/20/2024

  Subject: Follow-up on Your Concerns and Scheduled Visit
  
  Dear ******,
  
  Thank you for bringing your concerns to our attention. I apologize for the communication issues and for the inconvenience you’ve experienced. We take these matters seriously and want to ensure that your home is safe and comfortable.
  
  A member of our team has spoken with you directly, and we have scheduled an appointment to visit your home today, August 20th, at 2:00 PM. During this visit, we will assess the current state of repairs and determine if any additional work is necessary. Following the assessment, we will decide on the next steps to resolve these issues.
  
  Please be assured that we are committed to addressing your concerns and ensuring that the situation is handled appropriately.
  
  Thank you for your patience, and I look forward to meeting with you tomorrow.
  
  Best regards,    
  VineBrook Homes

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  After the meeting yesterday, I am unsatisfied with the outcome. I have email documentation informing you of my desire to move and be released from the lease. This is due to both a failure of Vinebrook to maintain this property, the growing risk to my health staying in a house with black mold, and with breaking the lease multiple times. After being told that you are denying giving my leasing verification out which is forbidding me to move, I am moving forward with reaching out to the AL health department and legal counsel. To be clear the next step I would like  Vinebrook to take is to give me written acknowledgment that the current lease will end on September 15. 
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/23/2024

  Dear Ms. ******,
  
  Thank you for following up. As a member of our team discussed during your recent conversation today, we have agreed to release you from the lease. I understand there may be some uncertainty regarding your expected move-out date. Once you have a confirmed date, please reach out our team directly so we can prepare the release paperwork for you. You have our PM's direct number, and there is also an open customer service issue in place for any updates.
  
  Additionally, I see that you’ve scheduled an appointment for the additional work on 8/28, which is confirmed.
  
  We are here to support you throughout this process. Please don’t hesitate to reach out with any further questions or updates.
  
  Best regards,  
  VineBrook Homes

• Initial Complaint

  Date:08/02/2024

  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.

  The Swissvale borough sent out a courtesy letter that was received by Vinebrook. I attached all my communication with Vinebrook employees. I ended up getting an email from Vinebrook on July 22nd. (also attached) It stated that a service request was put in for a tech to come out due to a violation I had for not cutting grass/weeds. I reached out to Vinebrook (messages attached) and advised them my grass/weeds are cut. The first employee told me I had a violation and the borough sent me a copy of the letter and they also notified me of this violation. I advised I never received anything from them or the borough. I sent pictures and have been going back and forth trying to get this charge removed. They are refusing to remove it. So I called the Swissvale Borough and had them check my address. They stated I do not have any violations, also they stated they do not send notices out to tenants, it was only sent to Vinebrook office in Ohio. Vinebrook tried to tell me that the borough sent me the letter which was false information. Secondly, as you will see Vinebrook said they were sending someone out due to a violation, which again,the borough said I have no violations. They stated what they sent out was a courtesy notice and that gets sent to everyone in the borough just as reminders and they send those out yearly to everyone. It was nothing specific to me. Vinebrook is trying to say it has to be handled in 48 hours, but there was nothing to handle since there was no violation. There is also nothing in my lease that states anything about "courtesy notices" from the borough.

  

  Business Response

  Date: 08/05/2024

  Dear *******,

  Thank you for bringing this matter to our attention. I apologize for any inconvenience and confusion you have experienced.

  It appears that the Swissvale Borough sent out a courtesy notice to all houses on your road, which we mistakenly perceived as a violation warning. Based on this, we initiated a service request and sent a team to your property after providing you an opportunity to address the matter.

  We have reviewed the communication with the Borough and confirmed that there are no specific violations against your property. As the courtesy notice was a general reminder and not a violation notice, we will ensure that any related charges are reversed.

  We will submit a ticket to have this matter resolved and the charges removed from your account. You will receive a confirmation once this has been completed.

  We apologize for any confusion and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out.

  Thank you for your cooperation.

  Sincerely,
  VineBrook Homes