ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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  
  customerservice@vinebrookhomes.com

  Customer response

  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

  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  
  customerservice@vinebrookhomes.com

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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
  customerservice@vinebrookhomes.com

  Customer response

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My family and I have been renting from vinebrook for almost 4 years we have never got monthly bills for the water bill. The water company put in a new meter in April and now the water company is charging us back for the last 3 years because they said they were sending estimate bills which I never seen but vinebrook has. It should have been up to vinebrook to call and have them come out to check why we was getting estimate readings. They did not contact them so now vinebrook owes the water company 3871.00 and putting this payment onto my household. They have audited my account and wants us to pay an extra 400 a month for a utility error that's not our fault. On top of any new water bills that come in plus my rent. Which my rent goes up every year also. When we moved in a qualification to get this house was to earn 3x the rent owed how can someone still afford to live in the same home if you up the rent every year. How can pwsa go back years and charge the customer for their mishaps. My family does not owe this money vinebrook does. I am politely asking for this to be removed. We owe for this year and this year only because again vinebrook does not send our water bill monthly. I need vinebrook to change how they handle their utilities. Don't put it on the customer that pays their bills. We asked many times over the years for our water bill and never received them now you want almost 4000. Dollars. Pwsa and vinebrook need to figure this out and quit putting it on us. This feels like a crime.

  

  Business response

  08/02/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be for you and your family, especially given the history of your water bills.

  We would like to clarify a few points regarding the billing issue:

  Billing and Meter Readings: The discrepancies you mentioned stem from estimated readings provided by PGH20 over the past few years. When they installed the new meter in April, they recalculated the actual usage and issued a backdated bill based on this new data.

  Responsibility: While VineBrook facilitates the process, the responsibility for meter readings and accurate billing lies with PGH20. It appears there was an error in their previous estimates, which has now been corrected with the installation of the new meter.

  Payment Plan: To assist in managing this unexpected expense, you have been placed on a payment plan, resulting in an additional $400 per month. This amount includes both the backdated charges and any current usage.

  Resolution: We recommend contacting PGH20 directly to discuss this issue further. They may have additional options or insights into addressing the backdated charges. Vinebrook does not have the authority to amend these utility charges, as they are based on your actual usage as recorded by PGH20.

  We understand your concerns regarding the increasing costs of rent and utilities. We strive to make living in our homes as comfortable and affordable as possible. However, utility management, including billing and payment plans, falls under the jurisdiction of the respective utility companies.

  
  We empathize with our situation and hope for a swift resolution that is fair to all parties involved. Should you need any documentation or assistance in communicating with PGH20, please do not hesitate to reach out to us.

  Thank you for your understanding and cooperation.

  Sincerely,
  VineBrook Homes

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a property rental company. My lease renewal is coming up. I was emailed a 'early bird special'. It stated in the email to accept the offer by 7/01, and that the lease must be signed by 08/61/2024. I accepted the offer. I had not signed the lease based on the email communication, that clearly indicates the lease itself most be signed by 08/31. This date has not yet arrived. I accepted the offer on 06/17 before the quoted due date. Its in black and white. This company is trying to say because I didn't sign the lease that the offer is now null. Not according to the dates outlined on the email. I demand they make this right, and send a lease correction with the proposed amount to avoid legal actions.

  

  Business response

  07/25/2024

  
  Dear *** ********

  First, I want to apologize for the frustration you have experienced. After reviewing your customer service inquiries and the renewal retention case, I have the following update.

  When the lease renewal was accepted, our initial attempts to contact the two lessees on the lease for **** *********** *** were unsuccessful. We were unable to reach one of the leaseholders for their signature. According to VineBrook standards and the lease agreement, all leaseholders must sign the lease agreement for it to be executed. After numerous attempts to reach both parties, we discovered that one lessee had changed their email address without informing us, which voided the previous attempts to get the lease signed. As the landlord, we can only contact residents who provide accurate contact information. According to the lease agreement, Section 16 Miscellaneous: any changes or alterations to the lease must be forwarded in writing. Additionally, Section 4 Occupancy of the Property requires that any changes in the number or names of occupants must be reported to the lessor.

  After the original lease proposal expired, we transitioned to the second proposal at the higher rate. This was necessary as the first proposal had expired. When the second proposal was sent, we were informed that one of the lessee’s email and phone number had changed. Since this information was not communicated to us, we proceeded with the second proposal. We must treat all residents fairly and equally, and the proposal protocol is determined by date and lease execution by the lessees. Unfortunately, we cannot make exceptions as this would compromise our commitment to fair and equal treatment for all residents.

  After numerous attempts to explain this, we were met with conflict, and you informed us that you would be submitting your 30-day notice. We accept your 30-day notice for the end of your lease on September 11th, 2024. We appreciate your residency with us and regret that we could not reach an agreement for you to stay.

  Thank you for your residency with VineBrook Homes. We wish you the very best in finding your next home.
  Best regards,
  
  VineBrook Homes

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: This company is telling a complete and utterly lie. My husband's email was changed by the company. He has never had a different address. We do not even know how to update any contact information. The same email he uses now is the email he used when we signed the lease. Vinebrook also has his phone number in which if the email was rejected they could have called the tenants. Instead the company wanted me to fix their mistake. However this isn't about a wrong email. This is simple black and white as you can see in the attachments. It clearly states the lease must be signed by 8/31 after accepting the offer. I didn't make this proposal vinebrook did. And it is a breach of contract that a court of law would uphold. I also made no request to move or end the lease. I made a inquiry as to the process of moving so that if I go that route I can do so properly without penalties as this company is infamous for making up reasons to not return a security deposit and charge misc fees. I have proof of this via the email chain between I and this company. The fact that someone is lying on me intentionally is wild when I have all the paper trail. I think this is defamation if I'm not mistaking. I can't help it that the person who came up with the lease offer failed to word it properly. As I stated that is a vinebrook issue. I accepted the offer before the date indicated and it stated I had until 8/31/2024  to sign the lease or I would be moved to month to month. 08/31 has yet to pass. 

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

  

  Business response

  08/02/2024

  Dear *** ********

  Thank you for your response. At Vinebrook, we prioritize truth and respect in all our interactions. Our team has carefully reviewed your inquiry, and we have detailed the relevant dates and processes below. We also acknowledge your communication history with our customer service team.

  We are pleased to inform you that we are renewing the lease for **** ***********, as previously offered by our onsite team. We kindly ask that all written and verbal communications remain respectful and professional, as indicated by the email chains.

  Lease Details:
  The lease for **** *********** expires on 09/11/2024.

  A lease proposal was issued on 06/24/2024. As with all Vinebrook homes renewals, this correspondence was sent to the initial leaseholder's contact number. The text stated:
  "Hello, this is Destiny with Vinebrook Homes. It’s time to sign your lease. We are offering an ‘early bird special’ if you sign your lease early. We are sending out your 1st proposal which is at a rate below market rent for your home. This offer will expire 2 weeks after receiving it. Your 2nd proposal will be at market rent for your home. If not accepted by your expiration date, we will move you to a month-to-month lease, which is an extra $150 a month, with rent increasing every 60 days if you are month-to-month."

  The lease proposal was sent via DocuSign on 06/25/2024. *** ******* received it, but *** ******** did not. The email address used in the original DocuSign was the one provided on the rental application. This application verification was sent via email on 08/02/2024, showing the email address in question. After verifying with *** ********, another DocuSign lease proposal was sent on 07/09/2024. Although this was slightly past the two-week deadline, we honored the early bird special due to the email complication, as it was only two days past the deadline.

  The final lease proposal is for a rental amount of $1820.00, as reflected in the most recent renewal email offer. If you decide to vacate, we require a 30-day notice.
  Regarding communication, we have noted a voicemail left on 07/25/2024, at 6:31 PM, containing excessive profanity and disrespectful language. We strive to resolve all concerns professionally and respectfully and hope for the same courtesy in return.

  We value your residency with Vinebrook Homes and extend our lease renewal offer as a gesture of our gratitude for choosing us for your housing needs. We look forward to working together to resolve this matter.
  Thank you for your understanding.

  
  Sincerely,
  
  VineBrook Homes

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found mold in June and put in a maintenance request. Maintenance came out a week later and said that there was a leak and that they fixed it, and they would be back a couple of days later to fix the mold. It is now almost August in the mold has yet to be fixed. I have stayed elsewhere due to the mold and health conditions. Someone went in on Friday, July 19th and took some of the wall down, but they just left it. All of the mold is still there and I have been paying for a home that I haven't been able to stay in. Bugs have been coming into the house as well. I asked about ending my lease as the issue has gone on for a month now and was told I would need to pay the rest of the months on my lease to end it. The issue is out of my control and, again, it has been a month.

  

  Business response

  07/25/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We understand your frustration and apologize for any inconvenience you have experienced.

  Here's a detailed timeline of the actions taken regarding your maintenance request:

  June 21: Your work order was created.
  June 24: The work order was sent to our scheduling team.
  June 27: A technician was assigned, discovered a leak, and repaired it. The substantial water leakage required time to dry out.
  July 3: Management created a work order for additional drywall repairs.
  July 19: Our technician assessed the required work to finish the repairs.
  July 23: The remaining drywall was removed, treated with Kiltz, cleaned up, new insulation installed, and new drywall rehung.

  Currently, the only pending task is painting, which is in our scheduling queue.

  We understand the severity of mold-related issues and the impact they have on your living conditions and health. Your request for lease termination is taken seriously. Given the circumstances, we will review your request again with our management team to find a fair resolution.

  Thank you for your patience and understanding. We aim to resolve this matter as swiftly as possible.

  Sincerely,
  VineBrook Homes 

  Customer response

  08/04/2024

  I was unable to accept the resolution due to not knowing what the resolution was. The previous message stated that management was going to be spoken to about the resolution, but I never received any other final communication. After the BBB complaint was filed one wall was fixed, and the other was painted and baseboard replaced. The storage closet was also fixed. The issue of me paying rent during a time I could not stay at the home was not addressed.

  

  Business response

  08/06/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. I apologize for any confusion or inconvenience you experienced regarding the resolution process.

  After reviewing the situation with our Maintenance team, we would like to clarify the following points:

  Habitability of the Home: Based on our assessment, the home remained habitable during the repair period. The major affected area was the exterior storage room. We ensured that all debris was contained within this storage room to prevent any impact on the interior living spaces.
  Repair Process: Once the affected areas were sufficiently dry, we promptly completed the necessary repairs on the exterior. This included fixing one wall, painting the other, replacing the baseboard, and addressing the storage closet.
  Communication: Our records indicate that during the repair period, you informed our technicians that you were on vacation. This allowed us to carry out the repairs without disrupting your daily living activities.

  We understand that you have concerns regarding rent payments during the time you could not stay at the home. We are committed to addressing this issue and ensuring clear communication moving forward. Please contact our office directly so we can discuss this matter further and find a satisfactory resolution.

  Thank you for your patience and understanding.

  Sincerely,
  VineBrook Homes 

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: going away for a pre-planned trip with my family on one weekend has nothing to do with being unable to stay in the home. The majority of damage may have been in a storage closet, but that still has nothing to do with the mold that was inside the home on the wall and holes that allowed bugs into the home. The interior wall is what was fixed along with the storage closet, and I was told it would be done  couple of days after stopping the leak, so it could dry out, not almost a month later. The mold sat there from the last week of June until July 22nd. I don't know how an assessment was completed, but the company wasn't there when I was repeatedly sneezing and had nose bleeds. I stayed in another person's home and had no respiratory issues while there but the sneezing returned when I would stop by the home to check on it. I know that businesses do everything they can to hold on to their money, but for something that was out of my control this is unacceptable. Even if the company didn't agree with canceling the lease, they did say that this situation would be taken seriously, and if that were the case there could've been some type of resolution given. So basically it feels like the company is saying "yes, you had a leak. Yes, you had mold and bugs coming into your home. Yes, it took almost a month to fix the mold issue. Yes you paid rent and weren't able to be there the full time, but it's fixed now, so we're saying you should've been able to stay there, and no matter what health issues you may have had, deal with it." 

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

  

  Business response

  08/12/2024

  Dear *****,

  Thank you for taking the time to share your concerns with us. We understand how frustrating this situation has been for you, and we sincerely apologize for the inconvenience you’ve experienced.
  We acknowledge the issues you raised, including the mold, the delays in repairs, and the health concerns you encountered. Please know that we take these matters very seriously, and it is never our intention to disregard the impact they may have had on you.

  To address this, our team has reached out to you directly to offer a courtesy concession as a gesture of goodwill and to help provide a resolution. We hope this helps to alleviate some of the challenges you faced during this time.
  Your comfort and well-being are important to us, and we are committed to ensuring that all necessary steps are taken to prevent such situations from occurring in the future.

  Thank you for your understanding, and please don’t hesitate to reach out if you have any further concerns or need additional assistance.

  Sincerely,
  VineBrook Homes 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I currently rent from vinebrook homes and my central air unit has been out since July 15, 2024 at 2am. I placed a maintenance request and followed up several times with no reply until I physically went into the office and was greeted rudely by the maintenance supervisor Mr Outis Williams who was not willing to offer any help and it was a heat advisory in our area with temperatures reaching 115 degrees. I had to call the office manager and she got me a window unit that was defective when it arrived. The unit they supplied is not getting cool and temperatures in my home have reached 88 degrees. I called to report it 2 hours after they brought the unit and nothing . I’m still left with being unable to work because I work from home and I was forced to relocate my family.

  

  Business response

  07/19/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We deeply apologize for the inconvenience and discomfort you have experienced due to the issues with your central air unit.
  
  We have confirmed that your air conditioning was restored and is currently cooling as of the afternoon of July 16, 2024. We understand the urgency of your initial service request, which was submitted on Sunday, and regret that our response did not meet your expectations.
  
  We strive to provide timely and effective service, and we apologize for the delay and any miscommunication that occurred during your visit to our office. We also regret that the window unit provided was defective and did not resolve the issue as intended.
  
  Your comfort and satisfaction are important to us, and we are committed to ensuring that such situations are handled more efficiently in the future. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to reach out.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  VineBrook Homes

  Customer response

  07/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filled out application for a house with them uploading all the documentation that was asked for me and my daughter since she is over 18. I did this Saturday 7/13. I received an email from them Monday at 9.23 am stating I had an hour to submit the same information that I had already submitted. I wasn’t sure why since I submitted the same things for both me and my daughter. I sent an email for clarification so I knew what was wrong with first documents. I sent my email at 10.28 am I would say that is within the hour. I have not heard back from them on what is needed. I’m assuming someone else has got the property at this time I wouldn’t know! The part that made me contact BBB not that they haven’t talked me I understand it can be a process. I just know my process ain’t happening if you are not getting the info that is needed. Then my $60 I paid for applications and to be set up in their system I have been deactivated so I cannot even look at my application that I paid for. Now over 24 hours later the lady sends me the same exact email did not answer any of the questions that I asked. Awful customer service and even if they refuse to give refund I want this documented!

  

  Business response

  07/18/2024

  Dear *********,
  
  We sincerely apologize for any frustration and inconvenience you have experienced during the application process. We understand how important it is to have clear and timely communication, especially when it comes to securing a new home.
  
  It appears that there may have been a misunderstanding regarding the submission of the required documents. We strive to maintain a strict application compliance timeline to ensure a fair and efficient process for all applicants, which is why our agent requested the necessary documents within a specific timeframe. We regret any confusion this may have caused.
  
  Regarding your application, it remained active until you decided to cancel it today. You should still be able to log in and view it, and we regret any inconvenience caused by the temporary deactivation. Please be assured that your application was being screened and processed according to our standard procedures.
  
  Please understand that the application fees are nonrefundable, and we apologize if this policy was not clearly communicated to you. We strive to be transparent with all our applicants and will ensure that this information is made more apparent in the future.
  
  We have attempted to reach out to you to discuss this matter further, but we respect your decision to pursue other options at this time. We genuinely regret that your experience with us has not met your expectations, and we are committed to improving our services based on your feedback.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  VineBrook Homes 

  Customer response

  07/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They were very responsive once BBB was involved which was a good thing. I still won't send anyone there way. 
  
  Sincerely,
  
  ********* *****

*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. ↩