ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  10/09/2024

  Yes Vinebrook and resolved my issue. Thank you

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  09/07/2024

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

*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. ↩