Complaints

This profile includes complaints for Brick & Vine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brick & Vine

  32 W 200 S # 216 Salt Lake Cty, UT 84101-1603

• 

  Brick & Vine

  669 S West Temple Salt Lake Cty, UT 84101-2733

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

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Lived at this residence for 2 years. I paid my rent on time every month on time. While i was living in this house, the structural portion (garage) of the house, fell on the top of my Tiguan, and the rental company said I needed to file a insurance claim through my insurance, which is incorrect, because it was a structural portion of their house that fell on my car. Also, had to file a criminal complaint with the city of Reynoldsburg due to failure to replace structural items in the home that were required. After the structural item had to be replaced by law. Is the rental company raised my rent A hundred dollars a month therefore after Because they had to replace a door that should have been replaced prior to me moving in. Now that I have moved out and kept the house in immaculate condition, the rental company wants to charge me $4000 and keep my $2,000.00 deposit because of normal wear and tear on carpet and paint and nail holes in the wall that I filled in prior to moving out.. They would like to charge me for one light bulb fixture.That was damaged when I originally moved in and reported it several times. They also state that there was trash.Left behind. Not true. They would like to charge me for closet.Doors that were not installed properly when I moved in. Also recorded a leak in the kitchen ceiling.The second day that I moved in which they would like to charge me for as well. A battery in the smoke detector. Two register wins that were not installed when I moved in. A toilet paper roller that was not installed when I moved in. I have video and photos of all of these items. I reported the drain in the bathroom sink , not raining they They would like to charge me for that as well.Even though it was reported and they told me to use draino.

• Initial Complaint

  Date:12/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is horrible. For 2 years they have repeatedly charged me for renters insurance and the policy was not only sent but also updated non stop. This past month I threw a fit bc at this time I’ve paid 160+ that I didn’t owe. You also can’t change the pymnt amount so you are stuck paying the extra money or being late on rent and owing $175. So this month I paid and then complained. Amy the asap I ate informed me there’s plenty of time to dispute rent prior to it being due and I informed her they only wanted to get me for late fees. She claims my bank returned the payment for rent. So they have added $175 for late and $35 return fees. I have proof I submitted payment and that I’ve had enough money to pay this ALL OF DEC. not one day has been under even $1. The bank says they never got said transaction. So Amy must have cancelled the pymnt … did here “credits” from all the overcharges and left my rent unpaid. The maintenance is bullshit. I’ve called for squirrel removal. They sd it was a rodent and it was my problem.. after fighting that they finally sent a carpet cleaning place here… I still have squirrels in the attic. I called bc the basement was flooding.. and again bc the sump pump drain was backing up. Each time they sent a carpet company. They did fix the leak but I can’t use my ice maker anymore and they sd they didn’t see a issue with the pump. But it backs up nonstop, even with toilet paper coming up. DO NOT RENT FEOM THIS COMPANY. The epitome of slum lord. And the employees don’t mind working somewhere like this. It’s disgusting

  Business Response

  Date: 12/18/2023

  To Whom It May Concern,
  
  The fees charged on the account are in accordance with the signed rental lease agreement. The resident's policy was out of compliance and the resident was provided the opportunity to resolve and correct. The local manager has responded to all items directly as requests were made and has offered a mediation option to resolve the dispute.
  
  To settle the issues - We are willing to offer a one-time late fee courtesy credit of $173 which would apply as a credit to the account for January 2024 rent.   
  
  In regards to the claims of unaddressed maintenance requests, We are only able to find 3 work order requests in our system and all marked work completed, with the most recent being 06/2023 and no issues were reported with the work at the time of completion.  If there are any maintenance issues, the resident needs to submit them on their online portal or by calling the maintenance hotline.
  
  Below is a timeline regarding the residents concerns about the insurance non-compliance fees posted to the account.
  
  On 12/2/2023 the local manager, Amy H***, received a request of why the insurance fees were on the account and on 12/4/2023 provided a response that the policy on file had expired, and to remove these fees we needed the updated declaration page to credit the insurance fees. During that correspondence, we also informed Ms. ****** that all charges are added to the ledger by the 26th of the prior month since she was upset that she was not able to pay on the portal minus the insurance fees. 
  
  On 12/6/2023, the manager sent an email to Ms. ****** with a breakdown of credits for any insurance fees charged over the course of her tenancy and explained they would be credited to the ledger in 2-4 business days. 
  
  On 12/8/2023, the manager notified the resident that the month's payment was marked returned (ledger attached indicates the account was closed).  Ms. ****** sent several emails and left a voicemail which the manager then returned and was only able to leave a voicemail. Brick and Vine uses a 3rd party software to process online rental payments, so we do not have the ability to go in to stop or alter a resident rent payment once they are submitted. 
  
  On 12/9/2023 Ms. ****** scheduled a call for the following business day and resubmitted rent via the portal and the insurance credits were already applied. The local manager, Amy H***, called the resident as requested on 12/11/2023 for the scheduled call and only got voicemail and was unable to connect with Ms. ******. 
  
  
  
  
  

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  altho what they say about refunding the insurance money is true.  They only wish to credit us all this money they have taken on repeated occasions fraudulently as my insurance company advised me they send this information MONTHLY to Brick and Vine.
  
  Also the rent was paid there’s proof my bank even said had something been returned they would have it documented.  They should be returning late fees assessed bc they are fraudulent.  Also why am I getting credits instead of refunds?  ITS MY MONEY.  If the company wishes to have my money as a loan then I feel they should pay interest.  This company is not a part of the bbb.. so I don’t expect them to behave accordingly. There’s no way to even contact them.  As far as the maintenance requests START SENDING PEOPLE WHO ARE RELEVANT TO THE PROBLEM DESCRIBED.  At this point idc about the house and hope the squirrels damage the attic.  I’m sick of the carpet cleaning place coming for leaked sewage and squirrels when they are clearly a carpet cleaning business!  My intentions are for any persons looking to rent from them to see this (and all the other complaints and reviews and NEVER do business with them.) 
  
  Sincerely,
  
  
  
  *** ******