ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vinebrook Homes is completely useless & should be put out of business. The home I’m living in should be condemned. They moved me into a bug & rat infested home. Squirrels are living in my walls. Black mold in the attic. A consistent leak in the basement the maintenance man claimed he “couldn’t fix because the ground is too hard outside”. A leak in my roof that leaks into my kitchen. They just keep patching it instead of replacing the roof that is completely old and destroyed. I put in maintenance orders & they show up with no notice. That is against the law! They State they will come back, yet don't and mark the orders as complete. My a/c didn’t work for months, because it was never hooked up to the home itself and they couldn’t find anyone to actually fix the issue. Their contractors are bums off the streets that look like drug addicts. They are quick to evict you during hard times, instead of letting you set up a payment plan or pay half one week half the next. Communication is absolutely terrible. They take your message over the phone & claim they will call you back but NEVER do. They filed an eviction after I had already paid all the rent and late fees so I am stuck having that filing on my record and paid extensive court fees for NO REASON. I plan to break my lease in 2 weeks. This company is absolutely horrible. Please never rent from them! They will make everything sound perfect until you’re living in their homes then will treat you like garbage and leave you stuck in a home that is outright disgusting!!!!

  

  Business response

  02/28/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. After reviewing the below-listed complaint and the work order history for your home, we have found that all maintenance requests have been addressed and closed in a timely manner. However, we understand that the issues you have experienced persist despite our efforts, and for that, we sincerely apologize.
  
  We understand the frustration and discomfort that comes with encountering maintenance issues in your home, especially those of the severity you've described. We want to assure you that we take your concerns very seriously and are committed to resolving them promptly and effectively.
  
  Regarding communication and eviction concerns, we sincerely apologize for any lapses in communication and any undue stress caused by the eviction filing. We are committed to improving our communication channels and ensuring that our tenants are treated with the respect and dignity they deserve.
  
  Once again, we apologize for the inconvenience and frustration you have experienced. We are committed to making things right and restoring your trust in VineBrook Homes.
  
  Sincerely,
  
  VineBrook Homes

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband & I live in a 4 bed home for the past 4 years. When we first moved in it was owned by conrex but vinebrook bought the house. His aunt had found this home for my husband's family so the lease had been in his aunt and uncle's names and his parents added as additional tenants. About 3 years ago we inquired about being added to the lease.We were told that it was not possible because there were already 4 adults on the lease. for whatever reason a walkthrough was never conducted when vinebrook took over and still hasn't been done. Last year his parents were looking at home to purchase a couple of states away, they called vinebrook to discuss allowing us to do a lease takeover. We were told that would be fine his parents were emailed a link to the application for us to fill out. We filled out our applications called the next day & were told that they were really busy but that someone would call us if there were any issues. The home his parents were trying to buy fell through so his dad called & told them to wait on doing the takeover yet. A couple days later they were told the house was going to go thru & they suddenly left without any real notice. We were told that the lease l lease would be put in our names within a few days. We called several times and never got a call back. weve been paying the rent to his parents for over 6 months. They said that we were going to takeover the lease in February. Then last Wed we got a text stating they'd been emailed that vinebrook would be coming Thurs to add a lockbox & we couldn't stay but given to further explanation. That day someone from vinebrook came but he was just maintenance. He said they weren't aware anyone was still living here. We told him we were apparently having to move without notice but we wanted to rent like we were promised. He got our # for the lady in the office to call us but it's now been a week and no call, but vinebrook has been emailing his parents demanding that the property is vacant by Wednesday.

  

  Business response

  02/16/2024

  Thank you for bringing this matter to our attention. Your inquiry has been forwarded to our property management team, and your local property manager will be in touch with you in the coming days to discuss your options. Should you have any further questions in the interim, please don't hesitate to contact us at [email protected].

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me a late fee of $50.00 for last month and my rent wasn’t late I paid it on the fourth of the month in January. And on top that they trying to charge me $271.43 for one month on the sewer bill which I never missed a month of rent and the sewer bill is included with the rent and plus when I called the sewer company they told me that they took me off ass tenet and now the bill was is more than my regular bill which is $79.00 month

  

  Business response

  02/15/2024

  Dear *******,
  
  Regarding your recent concerns, we'd like to address them in detail:
  
  1. Rent Payment:  As per the Lease Agreement, rent is due on the first of the month, with a late fee applied at 12:00 AM EST on the 5th. Upon reviewing the payment history, we noticed that you logged into the payment portal and processed a payment on 1/5/2024 at 12:58 AM. Due to reported login difficulties in January, our customer service team processed a $50.00 concession as a courtesy.
  
  2. Utility Bill Dispute: We have investigated the utility bill matter and acknowledge an error in the chargeback process. We are working directly with the utility company to remedy this matter and your office manager will be in contact with you explain the utility matter in more detail. 
  
  We apologize for any inconvenience these issues may have caused and assure you that we are actively working to rectify them. If you have any further questions or concerns, please feel free to reach out directly at **********************************.
  
  Sincerely,
  VineBrook Homes

  Customer response

  03/13/2024

  Nope they still over charged me 

  

  Business response

  03/19/2024

  *******, I apologize for the oversight. Upon further discussion with our team, it has come to our attention that we have mistakenly overcharged you. The utilities department will be contacting you, if they haven't already, to rectify the overcharge and issue a credit on your bill. We sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vinebrook does not take care of there property. The house has multiple maintenance issues there are two leaking holes in the ceiling, the sink hasn't work since we moved in a yr ago, our top step rug is coming unattached. The maintenance man came covered the hole with cardboard not fixing the issues has the ceiling is still leaking there is now MOLD in the house. This company neglected their property and obviously does not care about the tenants.

  

  Business response

  02/07/2024

  Dear *******,
  
  We apologize for the issues you have faced with your rental. After speaking with a member of our team they notified us that you will be vacating the premises on February 16th due to eviction. Below, we have outlined the service requests you have made since moving in.
  
  In November 2022, we addressed the repair of the p-trap under your kitchen sink. Approximately a year later, in October 2023 at 8:30 PM, you reported that your ceiling had collapsed a week prior. We promptly attended to this matter the following morning, and a vendor was assigned to complete the necessary repairs. Subsequently, in December 2023, we addressed the cosmetic damages resulting from the aforementioned leak. Finally, in January 2024, a work order was issued for a code violation regarding failure to shovel snow.
  
  Notably, there were no service requests regarding your step or organic growth issues. Additionally, I can confirm that our vendor did not utilize cardboard to cover anything.
  
  Please let me know if there are any further concerns or if you require assistance before your move-out date.
  
  Best regards,
  VineBrook Homes

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: Maintenance came look at the the hole covered the hole with CARDBOARD and nail's ceiling is still leaking til this day they did not resolve anything there is TWO HOLES IN THE CEILING THAT ARE CURRENTLY LEAKING!!!! The hole in the sink is still LEAKING. Vinebrook did not fix anything. All these photos are current I have videos from today of the sink, steps, and ceiling. Vinebrook did not resolve these issues just because your maintenance company came looked at the issues and left nothing was resolved these issues are current. This property has been neglected is the reason why we took everything we had money wise to move this month. the plumbing in this house needs seriously updated.  
  
  Sincerely,
  
  ******* *******

  

  Business response

  02/15/2024

  *******, 

   

  after speaking with our head of maintenance we have further clarification for you. 
  
  Firstly, regarding the ceiling, VB ST installed a piece of Marlite with a frame for future access, not cardboard. This was done to ensure durability and accessibility for any future maintenance needs.
  
  Secondly, the leaks from the upstairs bathroom were professionally fixed by an outside plumbing contractor. They thoroughly tested the repaired areas and found no ongoing issues. During VB ST's subsequent visits for other matters, there was no mention of any ongoing leaks.
  
  I understand there may have been some confusion regarding the term "organic issues" mentioned in work orders. In environments where copper pipes are exposed to moisture and air, such as in the case of leaks, oxidation can occur, leading to the formation of a green compound called "patina." This is a natural process and not indicative of organic growth or mold.
  
  We apologize for any inconvenience you faced while living in our home and wish you the best of luck in your future endeavors.
  
  Best regards,
  
  VineBrook Homes

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reguested to transfer residency in October of 2023 due to someone/s trying to break into my house multiple times as well as when I was home. They told me despite a police report, “it didn’t say anything serious enough to allow me to move.” I made several reports of the incident and tried numerous times to get them to understand the seriousness as in I have kids and it’s bigger than my pride. Everyone saw fit but the manager on site and “headquarters.” I sent in a 30 days notice to vacate Nov 25th 2023. I returned my keys that Monday Nov 27th 2023. When I put my 30 day notice in, in October. I had a credit that would cover my rent and water come Nov 1st 2023. When I received my move out statement. They charged me on Nov 27th for rent AGAIN with my security deposit as well as charging me for December after I moved out and it was never discussed or made known prior that they would be doing that, I was also charged for pest control when I had already made aware to them it was a mice infestation down to me hiring my own exterminator and receiving credit as a reimbursement back in May of 2023. I went to address the errors in the move out letter. I spent 3 hours in the office waiting on them to come up with an excuse and all they said was “per my lease” but nothing of their doing was “per my lease” nor did they adhere to my rights as a tenant. The final lady I spoke with, Tonya refused to give me corporates number as well as stated my complaint is more “personal” because I lived there insinuating, Because I lived there I made the situation personal so it’s hard to “relate.” There were a lot of comments made that were subliminal and offensive. I have a receipt for everything I’ve mentioned into how the move out was filed incorrectly and I will like someone to look into this please. I also have all the police reports as well. I just received a call from a low star third partying regarding an “outstanding balance” with them and I will like to rectify this immediately please

  

  Business response

  02/08/2024

  Dear *** ******,
  
  Thank you for reaching out regarding your recent inquiry. We were happy to assist you with your housing requirements. As per the lease agreement duly signed by both parties, it is incumbent upon the Lessee to honor the terms of the lease, which stipulate that your lease is set to expire on March 7, 2024.
  
  We are grateful for the rental assistance you secured, covering the November rent and water charges. The move-out statement details the expenses incurred, reflecting both the condition in which the property was left and rent up to 30 days beyond your departure date, encompassing the remainder of November and December due to the lease break. The provision for accelerated rent charges can be found in Section 13.6.2 of the lease agreement you signed, whereby rent could have been accelerated to encompass charges through March 7, 2024.
  
  In regard to the incident you reported and the subsequent police report, it was noted that the report indicated no evidence of a break-in, with "targeting" being the only noted occurrence. Regrettably, this does not warrant a release from the lease agreement. Upon review of the provided police report during your final visit to our Cincinnati office, it was determined that the information provided therein did not meet the threshold for lease release. Tonya requested that you email any additional documentation related to the police reports for further review, with the assurance that rent charges would be adjusted accordingly if sufficient evidence was provided. She also provided her direct email address for your convenience. To date, however, no such documentation has been received.
  
  Our objective is to maintain our commitment to providing housing for our residents in accordance with the terms outlined in the lease agreement, while also ensuring that concerns are evaluated equitably and fairly. In the absence of any additional documentation, the charges outlined in the current move-out statement stand as accurate, even with the waiver of billing for January, February, and March 2024 rent.
  
  We appreciate your inquiry and the opportunity we had to provide you with housing.
  
  Sincerely,
  VineBrook Homes 

  Customer response

  02/12/2024

  I turned in several police reports as well as the phone calls made to 911 immediately after someone tried to break in as well as other calls when they finally did. I have two kids and ultimately no one can determine my safety. I’ve watched Vinebrook Homes with my own eyes transfer tenants because of mice infestation but here it is with me, I didn’t get offered with my mice infestation for over a year as well as it wasn’t important enough to move me for safety concerns. Despite me showing everyone of someone lingering on my porch at 5 in the morning contemplating on breaking in. How was that not enough for you’ll? Would the answer you given me be enough for you had you been in my situation? You’ll legally could NOT charge me up until March because that would fall back on you and ultimately delay you from renting again until after March. I have pictures of how I left the house. It’s not what you’ll keep making it to be! Not to mention you’ll took my deposit on the 27th of November for rent of November. How does that make sense. My deposit should’ve gone towards December after you’ll decided to add an extra month and never informed me. I have all the emails from you’ll and none say I would be charged for December. All emails ACKNOWLEDGED that you’ll received my letter and were in agreement nothing extra. I understand the per my lease you’ll keep saying but per my lease doesn’t excuse underhand actions or lack of communication nor does it excuse the complete disregard to my email in full detail with ALL reports and AUDIOS that clearly no one listened too nor did anyone including management ever call me themselves to rectify or even go over the matter with me. Despite my multiple request as well as hearing the employees say they didn’t want to come out and speak with me everytime I came in. I see I’ll have to eventually take this to court because as a tenant I definitely have rights and it’s not me signing over my safety to you’ll nor is it for you’ll to use my deposit for rent that was already paid! 

  

  Business response

  02/16/2024

  Dear *** ******,
  
  Following thorough review by our team, we affirm our decision. Despite our request for your police reports to be forwarded to our VineBrook email address, they were not received. We provided compensation of $400 for pest control amidst your reported issues. Despite this, you opted to vacate the premises without adhering to the stipulated lease requirements.
  
  We assured you that we would carefully consider all your concerns and assess your case, yet no guarantees were made, given your awareness of both our buyout and transfer policies.
  

  Thank you for your understanding.

  VineBrook Homes

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having ongoing issues with flooding and pipes due to tree roots being in the pipes. I have had several maintenance request as related to this issue with back ups. Yesterday, 2.1.24, my toilet started to back up. I tried to plunger it but it wouldn’t resolve the issue so I submitted a maintenance request at 2:30pm. The unit I am renting only has 1 bathroom so this is definitely an urgent matter. Around 6:45pm, I called the maintenance line and was told they would follow up on my behalf…. 9:30pm I called back again and was provided the same excuse. Now it is 10am 2/2 and still no call or no response on my maintenance request. I work from home and have no means to use the bathroom. The back up in the toilet had risen so high that if even another drop of water or whatever hits it it will all just come spilling out. It’s incredibly ridiculous that for matters as urgent as a backed up toilet when there is only one in the entire unit, vinebrook doesn’t have a phone number for you to call to speak with anyone other than a call center rep, they raise rent every year but can’t come in a timely fashion to fix what need to be fixed. There is no consideration for their tenants. All they care about is making sure your rent is submitted on time and in full. Anything other than that, good luck

  

  Business response

  02/09/2024

  Dear *** ******,
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you may have experienced. Following our discussion with a member of our team, I am pleased to inform you that your property manager has reached out to you directly and provided her phone number and email address for any future issues.
  
  Upon reviewing the work order regarding the clogged toilet, we can confirm that our Service Technician promptly cleared the line the next day. We understand the importance of having access to functioning facilities, especially with only one toilet available. In such situations, we encourage you to request emergency service to receive immediate attention to maintenance concerns.
  
  We are committed to continuously improving our processes to better serve you. Your feedback is invaluable, and we appreciate your residency in a VineBrook Homes.
  
  Thank you once again for choosing us as your housing provider.
  
  Best regards,
  
  VineBrook Homes Management Team

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 20,2024 the furnace went out in the home I’m renting from Vinebrook Homes. I am still without heat. No one is communicating properly with each other. On January 26, 2024 someone closed out my work order and I still have no heat. I have a child and with a health condition , that requires for his medical staff to come out to home. This is issue has caused myself to reschedule appointments. They didn’t initially provide me with space heaters as the maintenance person didn’t have anything to provide. My electric bill is going to be extremely expensive because they are being ran non stop. I’m requesting for a reimbursement towards my rent as this is totally unacceptable. I’ve contacted Vinebrook to be sent to an answering service and no one has called to speak to me regarding this.

  

  Business response

  02/01/2024

  Dear *****,

  We want to extend our sincere apologies for the inconvenience and discomfort you experienced due to the disruption in heating services at your residence. 
  
  The incident occurred during a period of exceptionally high call volume at STL, resulting in delays in addressing service requests. Your initial call, received on Saturday, January 20th at 3:03 pm, coincided with this peak period. In response, our on-call technician promptly provided two space heaters to mitigate the immediate impact.
  
  Unfortunately, the situation was further complicated by an unforeseen ice storm on January 22nd, which led to widespread road closures, hindering our technicians' ability to promptly reach affected areas. Subsequently, on January 23rd, when the technician assessed your home, it was determined that vendor assistance was required. Temporary heaters were supplied to ensure your comfort, and we communicated that B&B Heating and Cooling would be reaching out to you.
  
  On January 24th, when B&B serviced the furnace, they identified an electrical issue, necessitating the involvement of an electrician. The electrician's prompt repair on January 26th resolved the electrical problem, and both B&B and the SS were duly informed. B&B completed the heating repairs on January 29th.
  
  We acknowledge that this situation has affected your comfort in your home, and we understand the frustration it has caused. To express our regret and as a gesture of goodwill, we would like to offer a concession of $300 for the days you were without heat. We genuinely appreciate your understanding and cooperation throughout this process.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience as we worked to resolve the heating issue. If you have any further concerns or questions, please do not hesitate to reach out to us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  VineBrook Homes 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vinebrook committed to providing utility services, including trash, water, and sewage. We signed our lease 12-28-23 and as of today, 1-22-24 NONE of the utilities have been set up and due to this our water has been shut off for our home. We went into the office in person on 1-11-24 with the notice from the water company that there was no account set up for our address. We asked if we should set these things up to prevent service interruptions and were assured that they were going to take care of setting up trash, water, and sewage before the end of the business day that day. 11 days later and that is still not happened and we are now living in a house without water due to a failure on their part to make sure the services were set up when the lease became active.

  

  Business response

  01/29/2024

  Dear ******,
  
  We understand your frustration regarding the utility issues you brought to our attention last week. We sincerely apologize for any inconvenience this may have caused you. 
  I know a member of our team has been in contact with you already, but I wanted to make sure your issue was answered fully here as well. 

  Upon receiving your complaint, we promptly initiated corrective measures by submitting a ticket to our utilities department to restore service. In an effort to expedite the resolution process, we made a follow-up call to explore any possible options. Unfortunately, the earliest available time slot for service restoration is scheduled for 1/24, between 8-12, which we accepted. To compensate for the inconvenience caused during the downtime, we have offered a concession for each of the three days you will be without service, and we are pleased that you have accepted this.

  Upon investigation, it was determined that there were some initial issues on our end in activating the utilities. We want to assure you that we are now on the right path to resolving this matter. Additionally, we have verified that your trash service is currently active.
  
  We appreciate your understanding, and if there is anything else we can do, please let us know.
  
  Thank you for your patience and cooperation.
  
  Sincerely,
  
  VineBrook Homes 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Being Barrier for give discussion to make any new concern due I'm disability person. hang up on phone. resist to discuss to make manifest. being discrimiate accessibility communication by Request and force lease to get raise without any discussion. somebody on phone keep think VRI (Interpreter) are scam. look at EEOC and residential policy.

  

  Business response

  01/26/2024

  Dear *******,
  
  We sincerely apologize for the challenges you faced while trying to reach someone at our company. Fair housing is a priority for us, and we want to assure you that this situation was not a result of discrimination.
  
  Your in-house property manager has been diligently trying to connect with you through both phone and email. We kindly ask you to reach out to her directly so that she can address and assist with any concerns you may have.
  
  Thank you for your understanding, and we appreciate your patience as we work to resolve this matter promptly.
  
  Best regards,
  
  VineBrook Homes

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/26/2022 I paid $2235.64 for first month rent and deposit to Vinebrook Homes to begin occupancy at 7216 Park Ave Cincinnati, Ohio 45231. The leasing agent showed me where to sign on the lease handed me two keys and vacated the premises within 3-5 minutes of meeting there. I then noticed the refrigerator smelled of gassy fumes. I tried to contact the leasing agent back who did not respond via phone call or text. I then called maintenance and reported the issue. It took over a week to get someone to look at the refrigerator. It then took over 30days to receive a new refrigerator. I contacted Vinebrook several times to receive some sort of compensation since upon moving in I had no refrigerator until October. Lease was up for renewal I was able to speak with the Cincinnati regional manager who a year later offered me a $200 credit on my account. 5/20/23 received email from Vinebrook threatening to fine me and charge me for grass cutting services, claiming that I was not cutting my grass and that the city of Mt. Healthy threatened a fine. I emailed the employee back asking for the date of citation and verification of the address and a copy. He refused to send it to me and demanded that I send a picture of my yard proving that it has been cut. I have receipts indicating that I had been paying grass cutting services since April 8th. Despite that the employee sent someone out to unnecessarily cut my grass. The final issue came in December 2023. On the 20th of each month my water bill is added to my account on Novemeber 21,2023 I noticed the bill was double. I reached out to Vinebrook spoke with 3 employees first one figured out the error but was not able to fix it stating the utilities dept of Vinebrook would have to fix and that she was escalating my call to the correct department someone would call to fix the billing issue. Vinebrook never paid the October bill to Cincinnati water company until after the November bill was sent out. verfied with GCWW.

  

  Business response

  01/30/2024

  Dear *** ******,
  
  We acknowledge and appreciate your inquiry submitted to the Better Business Bureau. Thank you for providing detailed information regarding your concerns. After conducting a thorough review of your residency with VineBrook, we have determined that the water/sewer billing aligns with GCWW's charges to VineBrook and corresponds with the amounts recorded on your ledger.
  
  According to the lease agreement signed by you and VineBrook, the lease is scheduled to conclude on September 9, 2024. Our records indicate that the property was found vacant on January 8, 2024, and the last rent payment received was on November 3, 2023. The outstanding balance reflects the remaining rent and move-out fees.
  
  We appreciate your patience as we address the challenges associated with our growth, particularly in ensuring timely resolution of maintenance requests. We are grateful that market conditions allowed us to extend a concession in this regard.
  
  Regarding city violations, you should be able to obtain information about violations issued for the address directly from the city. We promptly respond to notifications from municipalities to address any issues raised. Our team is dedicated to working diligently to enhance customer service satisfaction.
  
  We extend our best wishes for your future success and are grateful for the opportunity to have fulfilled your housing needs.
  
  Sincerely,

  VineBrook Homes

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