ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company has been nothing but a headache since the day we moved in,we were finally able to afford to move out after yearly rent increase and unlimited maintain issues. Our deposit for 1075 was supposed to be sent in a check back to us,because we cleaned and Even fixed things on their property. We spent days cleaning and fixing things. They sent a check of 955.96 and the check can't be cashed or deposited,I've seen many reviews where this company does this to its tenants even after leaving them. We would like our full deposit back and we'll like for the check to actually be able to be deposited. Thank you!

  

  Business response

  11/15/2024

  Dear *******,

  Thank you for reaching out to us, and we sincerely apologize for the frustration this situation has caused.  
  
  After reviewing your account, we confirmed you were mistakenly charged for three extra days of rent. We have submitted a request to refund this amount, which will bring your total refund to $1,075.  
  
  For the check deposit issue, we recommend trying a physical bank branch if mobile apps cannot process it. If the issue persists, please let us know immediately so we can assist further.  
  
  We truly appreciate your efforts in cleaning and maintaining the property and regret any inconvenience you experienced during or after your tenancy. Your feedback is invaluable, and we are working to improve our processes.  
  
  If there’s anything else we can do for you, please don’t hesitate to contact us, ************.  
  
  Best regards,  
  VineBrook Homes  

   

  Customer response

  11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: We have went many banks and your checks aren't able to be read,something about the bottom number can't be read. We are out here looking like scam artist because you gave us a check that can't be cashed or deposited. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  11/18/2024

  Hello *******,

  Thank you for your patience. We understand the inconvenience this has caused, and we apologize for any frustration. This situation is quite rare, but occasionally checks need to be validated by our accounting team. That process has been completed, so the check should be able to be cashed or deposited within the next couple of hours.

  Additionally, check #32065 was mailed out to you on 11/14/2024 and has also been validated.

  As a recommendation, we suggest trying to cash the checks at a PNC Bank, as they are often able to process these without issue.

  If you continue to experience problems, please let us know, and we'll be happy to assist further.

  
  Best regards,  
  VineBrook Homes 

   

  Customer response

  11/19/2024

  
  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

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home flooded night of 11/4 into the day of 11/5. Vinebrook has not helped us at all we have paid out of pocket to get the water pumped out of this basement and purchased blower fans to try and dry things out to stop the spread of mold. We have notified Vinebrook of this multiple times. They will not help us on allowing rent to be delayed because we have spent all of our funds on getting their property together which they should be doing. You call no answer only answing company. This same thing happen in July of 2022 and they didn't help then either. We came out of pocket with no reimbursement at all. We have 5 younger kids 3 with asthma so the growth of mold is my concern so that's why we couldn't wait on them to drag their feet and not assist. I will be going to the Attorney Generals office with a complaint after this complaint. They should not be allowed to not do there part and put it all on the tenant to worry about and then still think rent to be paid on time. If that was the case I would buy a home. I have brought this all to there attention and Basically Brandie from collections said not my problem eviction will be filled and nothing we can do!!

  

  Business response

  11/18/2024

  Dear ******,

  As you are aware, the St. Louis Metropolitan area experienced a significant rainstorm on November 3rd, leading to widespread flooding and increased service requests from affected homes. This severe weather event contributed to delays in addressing some issues as we worked to assist many needy residents.  
  
  Thank you for your patience as we reviewed your concerns regarding the flooding. We understand how challenging this situation has been for you and your family and regret the inconvenience it caused.  
  
  We have confirmed that all necessary repairs to your home, including the furnace replacement, have been completed. 
  
  If you have any additional questions or need further assistance, please don't hesitate to call us at ************. We are here to help you in any way we can.  
  
  We want to express our sincere gratitude for your understanding and patience during this challenging time. Your cooperation has been invaluable in helping us address the aftermath of the flooding. 
  
  Sincerely,  
  VineBrook Homes  
  
  

   

  Customer response

  11/18/2024

  
  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 have came out and finally repaired everything beside the roof but that’s a different issue. I appreciate everyone’s help!! 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had problems since i moved in back in may. I have bad mold in the house making me sick and my baby sick. I reported this multiple times and made requests and all they did was bring a humidifier. The basement is flooded and causing water damage. The sides are leaking too. They have not followed up with phone call nor come out. There is still water on the floor in the basement which made my washer and dryer ahs broken. I asked them if I could break my lease, and it would cost me 4k to break it. I live in the complex owned by the maryland heights branch.

  

  Business response

  11/15/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns with us. We understand the distress from the ongoing water damage, worsened by the recent storm, has caused you and your baby. We sincerely apologize for the impact this has had on you.
  
  After reviewing the history of your service requests, we’ve confirmed that a mutual lease release has been approved. We are committed to making this transition as smooth as possible for you.
  
  We appreciate your understanding and apologize for the inconvenience this has caused you. Please know we are here to support you throughout this process and wish you the best in your future endeavors. 
  
  Sincerely,  

  *** ******

  VineBrook Homes 

  Customer response

  11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I’m not understanding what lease release mean. Do I have to pay 4000$ to break my lease?? No one has got back with me regarding this 
  
  Sincerely,
  
  ******** *******

  

  Business response

  11/18/2024

  Dear ********.

  Thank you for your cooperation and for taking the time to speak with the manager and reviewing the terms of the mutual lease release. We appreciate your patience as we work through this process.
  
  The mutual release means that both parties have agreed to end the lease early, and you will not be required to pay any penalty. We understand you plan to have your belongings moved by the end of the month, and we want to assure you that we are here to assist in ensuring a smooth transition. Please don't hesitate to reach out if you need any help or have any concerns.
  
  Please remember that we are here to assist you in any way we can. If you have any further questions or need additional clarification, please do not hesitate to reach out.
  
  Best regards,

  VineBrook Homes 

   

  Customer response

  11/18/2024

  
  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at thus address since 2016 and I started out paying 1015,00$ amounts for rent and now I pay 1540. There has been early lease signing options that I did not receive. There has been no updates to the property but the rent continues to increase. I would like my rent readjusted.

  

  Business response

  11/06/2024

  Dear *****, 

  Thank you for sharing your concerns. We understand that rent increases can be a significant worry, especially for our long-term residents. Your loyalty since 2016 is greatly appreciated, and we are dedicated to ensuring all our tenants feel valued and satisfied with their living arrangements.
  
  To address your concerns:
  
  Rent Adjustments: Our rent adjustments are always based on annual market comparisons, ensuring fairness and consistency across our properties. When you first moved in, your base rent was set at $1,050. Over time, with modest annual increases averaging approximately $54, your current rent is $1,480. This rate is competitive and based on similar homes in your area.
  
  Early Lease Renewal Options: We typically reach out 75 days before lease expiration with early bird offers for lease renewals. We apologize if you did not receive these notifications and encourage you to watch for these notices in the future.
  
  Property Maintenance and Upgrades: While we understand that aesthetic upgrades are desirable, our primary focus has been on maintaining the property's safety and functionality. All work orders have been completed promptly, ensuring a sound living environment.
  
  We are committed to your satisfaction and will review options as we approach your January renewal. We appreciate your feedback and are here to address any additional questions or needs you may have. Please feel free to contact your local team directly, ************.
  
  Sincerely,
  *** ******
  VineBrook Homes

   

  Customer response

  11/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not feel the increases have been warranted. There has been no updates to the property and their are still things that need repaired. I have asked to have the lower bathroom toilet to be replaced do to staining that was done before I moved in, the doors don't lock, you want replace or even put up blinds to the patio door. I would like to terminate my lease without any penalty. it's ridiculous how the rent k we eps going up. As well as the early bird special sceam.

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

  

  Business response

  11/15/2024

  Dear *****,

  Thank you for continuing to share your concerns with us. We truly value your feedback and are committed to promptly addressing them.  
  
  In response to the issues raised:  
  
  1. Rent Increases: As stated in previous communications, rent adjustments are based on annual market comparisons. While the property may not have been modernized, it has been functional throughout your time with us. We strive to keep the property in good repair, ensuring it meets basic living standards.  
  
  2. Requested Repairs:  
  - Toilet: During the interior paint touch-up discussions in July, you mentioned concerns about the toilet. While a total replacement was not deemed necessary, a thorough cleaning was completed to address staining, and the toilet functions appropriately.  
  - Locking Doors: We were unaware of recent work orders regarding the door locks. Please use the resident portal at resident.vinebrookhomes.com to submit a new request, and we will promptly send a technician to assess and resolve any locking issues you’re experiencing.  
  
  3. Early Lease Termination: We understand your frustration; however, as your lease runs through January, there is no basis to release you early. We are committed to honoring the lease terms and ensuring the property remains safe and functional until then.  
  
  We appreciate your long-term residency and remain dedicated to addressing any maintenance concerns. Please do not hesitate to use your portal for any future service requests.  
  
  Sincerely,  

  *** ******

  VineBrook Homes

   

  Customer response

  11/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  There has not been a cleaning of the stained toilet in 8 years. Maintenance has had several work orders about patio floor not locking and when they have fixed it in the pass, it still does'nt.lock. I feel I should be released from my lease  because I'm dis satisfied with the up keep on the residence. the back deck has missing wood. which is also unfinished wood that causes a manifestation of carpet bees every summer. I feel my rent increases have been unfair mainly because if you can give me a early bird special on my rent if I sign early, but raise it twice the amount if I sign at my lease deadline, then why do my rent need to be raised twice the amount other than to benefit you. My rent has been double raised several times because I wait to sign my lease in January  apposed to October, then I'm penalized.
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a property from Vinebrook Property Managment, the home was not habitable (sewer coming up in the pipes). I filed a complaint with the AG office, I reached contacted the property manger and was told they would not be fixing the issue because it was expensive, they told me I could move from the property with no negative impacts. I applied for a home and Vinebrook has reported that I still owe them $1300. I tried to speak with them and they said their reflects that I owe them the money. My husband filed a better business complaint and received a lette from the company that Vinebrook work for by which they said they did not have a record of us oweing any money. I am requesting Vinvebrook and its associates remove this incorrect balance from their data base as well as from the rental databases, and also remove the from my credit reports.

  

  Business response

  10/30/2024

  Dear *******,

  Thank you for reaching out to address your concerns. I want to clarify the details regarding the balance on your account.
  
  There is an outstanding balance from your previous move-out. We completed a mutual termination and release with you, which outlined your responsibility for any rent due, cleaning, and damages at the property. This agreement specified that you would be responsible for rent through August 31, 2023, and any cleaning or repair costs needed. A copy of the mutual termination and release is attached for your reference.
  
  At move-out, it was noted that August rent was unpaid, and there were $950 in cleaning and damage charges. After applying your $1,295 deposit, this left a remaining balance of $1,135.
  
  If you would like assistance in settling this balance, we are here to help. Please feel free to contact our Collection's Attorney, ****** ********, at ***** ********. Their office can work with you on payment options to resolve the amount due.
  
  If you have any further questions or need more information, please don't hesitate to let us know. We are here to assist you.

  Sincerely,

  *** ******

  VineBrook Homes 

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: on July 31, 2023, I emailed a Intent to Vacate to the landlord stating the reason for moving was the propety managment refusal to repair and fix the raw sewage that was backing up in the house drains (kitchen sink, bathroom sinks, basement, bathtubs and washer).  This was in direct violation of the State of Missouri Landlord Tenant Statute 441.232, that states Conditions affecting the sanitation and habitability of property) and that tenants may vacate the property and landlords can not request any money.  

  The property manager also stated that the tree roots were destroying the plumbing that had been inspected by the City of Independence and found to be the owners responsibility, that the owners did not want to make the repairs and agreed to me and family moving out without penalties and fees, and we agreed vacate the house before the end of August, which we were.  

  Therefore, In accordance with Missouri Statute 441.232 I do not owe any rent, damages or fees to the managment company and again request that they remove this fraudulent debt from all my credit reports and rental records.  
  
  Sincerely,
  
  ******* *********

  

  Business response

  10/31/2024

  Dear *******,

  Thank you for sharing your perspective. We understand your concerns regarding the balance on your account after move-out, and we are committed to addressing your request fairly and transparently, in line with the terms of the mutual release agreement you signed.

  We recognize that plumbing issues influenced your decision to vacate. However, under the mutual release agreement, your lease was set to terminate on August 31, 2023, with the expectation that you would return the property in good, broom-clean condition, similar to its ini***l state. The agreement specified that you would be responsible for any unpaid rent, cleaning, and damage beyond normal wear and tear. Since August rent was unpaid and there were $950 in cleaning and damage charges, we applied your $1,295 security deposit toward these costs, resulting in a remaining balance of $1,135.

  Additionally, by signing the agreement, you waived any further claims or actions related to the property, lease, or related issues. This mutual release is binding, and we are required to uphold its terms, including your responsibility for the outlined costs.

  If you would like assistance with payment options, please reach out to our Collection's Attorney, ****** ********, at ***** ********. They are available to assist you with options to settle the balance.
  

  Kind regards,

  *** ******

  VineBrook Homes

   

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent through a company named Vinebrook Homes. I've been renting through Vinebrook since they've took over the leasing contract approximately August 25, 2022 until now. I reached out to them on several occasions about work being done on my home. The services ranges from: the AC unit being too small to cool off my home during the summer; wear and tear on the roof and siding, due to weather. Birds laying nests in my outdoor dryer vent and clogging it, which was only covered and not cleaned out. Now my dryer isn't working properly because it was never rid of the nests the birds left behind. The windows are old and need to be replaced because during the winter I cannot keep the heat in; there are cool drafts at every window, which causes me to have a high utility bill. There are missing window screens. The gutters are filled with everything imaginable, which is a hazard. The fireplace is sealed off on the inside of the home but small rodents crawl to the top of the chimney and made a nest behind it. The fireplace is infested with chipmunks and squirrels. Last but not least some of the windows are bolted shut. On several occasions roofing companies have came out and stated that I needed a new roof. And based off of the other houses in the neighborhood, my house is the only house that it not up to par with the roof, AC unit, siding and windows. I pay $1690/mo on time, every month. I am asking that these hazards be fixed at a timely manner or either a full refund on rent from all of the years I've been renting. I have been in my home since June of 2021 and I have not had any inspections. No one has came out for yearly appraisal or maintenance inspections. Yet my rent is raised every year without these issues being addressed. I can only put in a ticket issue one at a time. When I put tickets in, Vinebrook takes their time to come out to my home. They also make shortcuts for the job at hand and nothing is completely fixed or done properly. The dishwasher was half done also.

  

  Business response

  10/21/2024

  Dear ******,

  Thank you for bringing these critical issues to our attention. We want to assure you that we take your concerns about home maintenance very seriously. We sincerely apologize for any inconvenience you've experienced and are committed to addressing these issues promptly and thoroughly.
  
  We are sorry that our first attempt at any previously submitted requests did not fully meet your expectations. To ensure these concerns are properly handled, please submit individual service requests for each remaining issue through our official service portal at resident.vinebrookhomes.com. This will allow us to track and manage each problem with the attention it deserves.
  
  Additionally, our local team has already attempted to reach out to you to assist with submitting these requests, but we have not received a response. We would still like to help you through this process to ensure all your concerns are accurately recorded and addressed. Please feel free to reach out at your earliest convenience, and we'll be here to assist you every step of the way. 
  
  We understand that dealing with these issues can be frustrating, and we appreciate your continued patience. Please be assured that we are fully committed to resolving these matters for you and look forward to doing so as quickly as possible. Your satisfaction is our top priority.

  Best regards,  
  *** ******
  VineBrook Homes

   

  Customer response

  10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: I reported numerous times and made numerous claims and nothing has yet to be fixed in my home. This has been an ongoing, unresolved issue. On June 13, 2024 you emailed me a response to send photos and a list of all the issues that needed to be addressed. I replied with every photo and list of every issue; which are the same photos I sent to the BBB. Attached to this complaint I will send screenshots of the said email that was sent to vinebrook homes back in June. Also I will attached proof of the half job that was done to my AC unit, which is still causing problems that were addressed in the same email on June 13th as well as multiple emails I sent after that date. Also to make things clear that was the only time vinebrook reached out to me about these issues.
  
  Sincerely,
  
  ******* ******

  

  Business response

  10/29/2024

  Dear ******,

  Thank you again for reaching out and for providing further details regarding the unresolved issues in your home. We understand the frustration and inconvenience these delays have caused, and we regret that our previous efforts have not met your expectations. We empathize with your situation and are committed to making it right.
  
  We understand from your documentation, including the screenshots and emails provided, that these issues have been ongoing and were first reported in detail in June. We apologize for not following through on submitting the requests. Please rest assured that we take your concerns seriously and are fully committed to addressing each item thoroughly.

  To address the specific concerns:
  Windows and Siding: We are moving forward with replacing the wooden windows and will address the improper caulking that has caused them to remain shut. Additionally, we will correct the trim around the newer windows and add siding to the specified roof section to prevent future issues.
  AC Unit: We apologize for any incomplete work on the AC unit and for the continued challenges this has caused. Please expect follow-up communication from a vendor, Air Pro Mechanical Services, for this repair.

  A member of our local team will contact you directly to schedule the necessary work and ensure that all remaining concerns are addressed comprehensively.
  
  Please let us know if there is anything else we can do to resolve this situation to your satisfaction. We appreciate your patience as we work toward a solution and your continued communication.

  Sincerely,

  *** ******

  VineBrook Homes 

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: in the mist of all of the reportings and concerns I still had to pay a high light bill due to a malfunctioning A/C unit that has to be filled with freon on a bimonthly basis. And dry rotted windows that are seeping air. Also along with the safety hazards such as: windows caulked shut and the half repaired dishwasher that is molded, I am still paying too much in rent. I only this it's fair to be prorated for the months I've waited until anything was attempted to be done. Let's not forget the many problems of the exterior of the home.
  
  Sincerely,
  
  ******* ******

  

  Business response

  11/05/2024

  Dear *******,

  Thank you for taking the time to share more details on your concerns, and we apologize for the inconvenience you’ve experienced.

  We understand these issues have been ongoing, and we appreciate your patience. Our local management team has reached out to discuss what a fair resolution might look like and is awaiting your response and decision on whether you plan to stay or move.

  Please follow up directly with them to discuss a resolution and share any additional concerns. You can reach the property manager at ************ **** ***.

  Thank you for allowing us the opportunity to address these matters.

  Sincerely,

  *** ******

  VineBrook Homes 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May 2024, I reported a property water leak (*** ******* ** ******** **) to maintenance that was not properly repaired until September 2024. Over that time period, the residence accrued over $4000 in water and utility expenses as a result of the leak. I have been communicating with customer service and am waiting notification of applicable credits to my account as it pertains to this situation (see attached correspondence). However, this morning, I received an eviction notice regarding this unpaid balance. Just to be clear, my rent is and has always been paid in full prior to its due date. Residents should neither be threatened by nor live in fear of being evicted from their homes due to matters that are of no fault of their own

  

  Business response

  10/15/2024

  Dear ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration caused by the water leak and the resulting utility charges. We understand how challenging this situation has been, and we are committed to addressing it in a fair and timely manner.

  After reviewing your account, we have confirmed that the increased water and utility expenses from May to September 2024 were due to the unresolved leak. As a result, and in accordance with our agreement, we will not be charging you for water, sewer, or trash services during this period due to the unsigned addendum. Additionally, you will receive a credit for the October Late Fee, and the remaining balance of $1,092 will be credited to your account.

  Please note that you will not be responsible for the upcoming bill of $1,692.53. Should you receive this charge, kindly contact us right away, and we will promptly apply the appropriate credit.

  We understand the confusion and concern caused by the eviction notice you received. To clarify, this notice was issued automatically due to the outstanding balance on your account, and we apologize for any undue stress this may have caused. Rest assured, your rent payments are current, and we have taken steps to prevent any further miscommunication.

  Throughout this process, your patience and proactive approach have been greatly appreciated. We value your residency and the opportunity to work together to resolve this matter. If you decide to renew your lease in February 2025, please note that billing for water, sewer, and trash services will begin at that time. If you have any further questions, feel free to reach out—we are here to ensure you feel fully informed and supported moving forward.

  Once again, we appreciate your understanding, and we are dedicated to serving you with transparency and fairness.

  Sincerely,
  *** ******
  VineBrook Homes

   

  Customer response

  11/13/2024

  Yes, the issue has been resolved. Thank you for your assistance.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a resident of just shy of 2 years. I have had a utility dispute open for almost an year now. I only aportion of October2023 and Dec 2023... they denied me invoices after I began to see the pattern of discrepancies. I have had no response on why my utilities was either overcharged several times, not matching the invoices. it's Oct and they yet to still give me answers of why I was over charged, embarrassed by the notices, false Evictions, I need all late fees removed, and a proper audit. You deny everyone the hardship program... it's a smoke screen ...not real. I want my credit and record cleans of all the NTL AND EVICTIONS and payment history resolve. As I call to make my rent and current utilities payment on Time every month

  

  Business response

  10/09/2024

  Dear ******,

  Thank you for reaching out to us, and we're truly sorry for the frustration and confusion you’ve experienced. We understand how stressful billing issues can be, and we are here to help resolve them in the clearest way possible.

  After thoroughly reviewing your account, we’ve confirmed that you have been provided with copies of all your Water and Sewer bills. To make things easier, we sent you a detailed breakdown of the charges. We recognize that delays from our utility providers in 2023 caused some of your bills to cover multiple months, which understandably made things more complicated.

  We took extra steps to conduct separate reviews of both your Water and Sewer charges. During this process, we found that you had been overcharged for Water, and we’ve credited $166.50 back to your account. We also identified six Sewer bills that had been paid but were not reflected in your ledger, and we’ve corrected that by adding $965.07 to your account.

  We know how important it is for you to have an accurate record, and we’ve ensured that your ledger is now up to date and correct. We’ve also made sure you have all the copies of your bills, as you requested, and hope that this gives you the clarity you deserve.

  As of 2024, we see that you’ve paid $988.81 for the first four months of utility charges. I want to emphasize that if you need assistance with setting up a payment plan or if there are any other concerns, please don’t hesitate to reach out to our Utility team directly.  We’re here to support you and want to make sure this process is as smooth as possible moving forward.

  Thank you for your patience.  If you need anything else, we’re here for you.
  

  Sincerely,
  *** ******
  VineBrook Homes

  Customer response

  10/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not been given all of my invoices from 2023. You did an audit for par***l of 2023, I was over charged that more then that in water and on some sewer bills. You doubled billed as stated and did not remove it, my original complaint in Nov of 2023 and Dec... You have not removed the late fees, you have mis allocated my payments, having records day I owe rent, you have threaten to evict my 3 times behind your lack of adequate work as a business. Also have not addressed the false claims of lease violation, nor tell why I was constantly over charged and some months double and yet after doing an audit for 10-11 months... You claim I owed 965 more which not true. You did not give me all the audits the spread sheet you provided had obvious discrepancy still, showing STILL how you put incorrect over charged on my account... On your audit. You had specialist call me saying you couldn't give me your attorney info as you informed me I had been filed and charged eviction... You also refused my lease signing causing month to month fees nov 2023 do to my dispute on utilities.... I need an real audit done, please as your statement with the evidence obviously puts me in the state of denial and helps prove the fact you guys strategically do this across the board stealing avoiding the real answers .... I have records and recording of this botched situation . What I said was only 2 bill from Oct and Dec needed to be removed... From an 832 balance.... Y'all added late fees do to your lack /capabilities to answer the hard question on over charges and stealing from me and shut offs when I supposed to pay y'all back...you deflected and tried to prolong get my payments misapplied ...then accuse me of non rent , false evictions,NTLs taped to my door behind YOUR negligence. You accused my neighbors of making false reports again as I can send all of their statements and writing and I campus the entire block anyone that could see my house I went and spoke to them we have a very good report in this neighborhood with each other you have yet to respond to that. Again if you actually would have looked at my file and my cases you would see that you have not sent all of the invoices I've tried to go and get the invoices myself from the actual companies you on the other hand deny claims that you only had so many I have it on record you denied me the audits you've denied me your attorney's information you've denied to accept my rent you barely answered the overcharges That 160 whatever you credited is nowhere near and all actuality that was only your portion of the late fees if you look and you really look at what was taken that's not what that is I reject this response. I implore you to PLEASE review as these changes are over a year old and the audit has been done 4 times with incorrect and unprovable claims... As all respect parties are unable to view everything done. Im still waiting on the last 4 months invoices...as I requested to be attached...and no one sends it...person after person trys to avoid the actual accountability for the staff the lies the deception.
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/11/2024

  Dear ******,

  Thank you for your continued communication regarding your account. We understand how frustrating this has been for you, and we want to assure you that we’ve taken your concerns seriously throughout this process.

  After a thorough review of your records, we believe that the information we have provided, including your bills, breakdowns, and ledgers, is accurate. We have carefully reviewed your account and confirmed that all adjustments, including any credits for overcharges, have been correctly applied.

  Additionally, I want to clarify that there is no negative information reported to your credit while you are a resident.

  At this point, no further action will be taken, as we stand by the accuracy of the records shared. I encourage you to go over the documentation we’ve provided, as it offers a clear, detailed breakdown of your account activity and should help address any remaining concerns.

  In response to your request for attorney information, our legal representative is in your area is:
  AAAL - Allegheny Attorneys At Law, P.C.
  **** *** ******** ***** ***** ** *********** ** ***** ***** ********

  Again, if you have further questions after reviewing the information, please reach out to us directly 1-855-513-5618. We’re here to support you and ensure clarity moving forward.

  Thanks for your patience and understanding. 

  Sincerely,

  *** ******

  VineBrook Homes

  Customer response

  10/14/2024

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

  You have not provided requested documents. Nor address to overcharges. You have invoices You say was not added, that was added in the group bill. You added those twice.  You presented me with a final amount on 9-25 for me to sign off on and agree to, thinking i did you then added almost 1000 the next day after hrs on my ledger with no contact. All of this after yall filed Evictions without notice . After a string of miscalculations. Late fees had not been removed. The false lease violation report that yall have a pattern with has not been answered either. I will not be held financially responsible for your negligence and time frame of resolution. I would love to post rent and utilities for this month if that is allowed? I will present your response to my attorney as your final response/action. I also requested a copy of my current ledger Last week and I'm still waiting.  

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

  

  Business response

  10/18/2024

  Dear ******,

  We appreciate your continued communication and want to confirm that our local management team has been in direct contact with you to address your concerns. We understand how important it is to resolve these issues thoroughly and transparently, and we want to assure you that we are committed to doing so. Your concerns are a priority, and we are focused on reaching a satisfactory resolution.

  We encourage you to continue engaging with the management team, as they are best positioned to provide the detailed answers and support you need. You will also receive follow-up communication regarding the audit, ensuring that any remaining questions are fully addressed.

  If you feel that your concerns regarding late fees, lease violations, or the eviction process were not fully covered in your conversation, or if further clarification is needed, please don't hesitate to reach out to the property manager. We want to ensure that you are fully informed about these procedures and how they apply to your situation.

  As mentioned previously, the audit and invoice details were sent to you on October 1, 2024, and again on October 10, 2024. These documents contain a comprehensive breakdown of charges and adjustments. Please review them carefully, and if you need any additional clarification, the management team will be happy to assist.

  You are welcome to make your rent and utility payments for this month, we encourage you to do so promptly, our Collections team can assist you with this action. 

  We appreciate your patience and look forward to continuing the conversation to reach a resolution that meets your expectations. If you have any further questions or need additional support, please feel free to contact the local team directly. Our management team remains available to assist and demonstrate our commitment to your satisfaction.

  Best regards,
  

  *** ******

  VineBrook Homes 

   

  Customer response

  10/26/2024

  It was proven that I was correct and 1000+ was removed from overcharges on my utilities. I'm now seeking assistance with the findings. Still don't know WHY I was overcharged and threatend with Evictions due to standing up on being taken advantage of. They better employees for the utility department... as an addition to a resolution I'd like employment to head the utilities department for all 20K + properties with 3 figure salary... 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today, I notified your company that I will be late paying my October rent due to a hardship caused by Hurricane Helene. I informed that my payment would be made on October 12th and I understood any late fees added to my bill due at that time. I received an email response later in the day, asking for proof, and talking about evictions and some other things. I do not understand where 10 days late on a payment(first late payment ever) leads to eviction! In addition, if you drive by my rental home in Hephzibah, GA, which you cannot do because the roads are blocked by trees and power lines, you will have your proof of hardship. If you look at the news, you will see the casualty in Asheville, NC where I own my other home, and you will see the hardship with your own eyes. In addition, I had called Governor Brian Kemp's Office here in Georgia, earlier today, on 09/30/2024 and spoke to his assistant who advised me that there is a State of Emergency in affect and that I must follow the Georgia Survivors Guide and if any eviction type of action is taken at this time, to contact their Office immediately. Thank you for your time and understanding. Yours Truly, **** ******* **** ****** ** ********** ** *****

  

  Business response

  10/02/2024

  Dear Mr. *******,
  
  Thank you for reaching out and sharing the challenges you're facing due to Hurricane Helene. First and foremost, we want to sincerely apologize for the tone and content of our previous communication. It was never our intention to cause any additional stress or come across as insensitive to your situation. We truly regret that the inquiry regarding proof of hardship and mention of eviction caused you distress during this already difficult time.

  To provide some clarity, the communication you received is part of our standard response to any promise-to-pay inquiry. While it’s intended to cover a wide range of circumstances, we recognize that it did not appropriately address the specific hardship you are currently experiencing due to the hurricane. For that, we apologize and will ensure that our communication is more tailored and understanding moving forward.
  
  We completely understand the severity of the situation, especially given the significant impact of the hurricane and the State of Emergency currently in place. Your health and safety, as well as the safety of your home, are of paramount importance, and we are committed to working with you through this hardship.
  
  We will note your record that your payment is expected on October 12th, and no further action will be taken prior to that. Additionally, there will be no need for proof of hardship beyond what you’ve shared, as we are aware of the widespread devastation caused by the hurricane. 
  
  Thank you for bringing this to our attention, and we truly appreciate your patience and understanding as we work to improve our communication.
  
  If you have any further concerns or need additional assistance, please do not hesitate to contact us directly or reach out to your local manager at ************** *** ****. We are here to support you through this challenging time.
  
  Warm regards,  
  *** ******

  VineBrook Homes

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently recovering from unforeseen financial hardship. I have been late with rent while transitioning employment. Vinebrook Homes has constantly denied me of their hardship program and has refused any type of payment plan despite occupying the home for multiple years including before Vinebrook purchased the property. I’ve found myself paying an extra $350 for the past 3 months due to Vinebrooks eagerness to file for eviction even though I’ve informed them of my current circumstance. On 9/29/2024 I attempted to pay the full $2,000 owed including the eviction filing fee but the option to pay on the portal has been disabled. If allowed to pay the current balance it would give me grace to finally get caught up once I receive my next paycheck 10/11/2024. The companies tactics come off as predatory and aggressive and has caused me an undue stress.

  

  Business response

  10/01/2024

  Dear *****,

  Thank you for sharing your concerns with us. We understand that financial hardships can create challenging situations, and we appreciate your time as a resident of VineBrook Homes.
  
  To clarify, your account is currently in eviction status with an outstanding balance of $3,600 for September and October rent. Per our eviction policy, a pay-and-stay option is not available after the third eviction filing within the same lease term. This is your third eviction filing, with prior filings in February and July.
  
  We acknowledge that you reached out to apply for hardship assistance; however, your application was submitted after the eviction had already been filed, and based on your collection history, you did not qualify for the program. This was communicated to you at the time of your request, and as of now, we are unable to offer any payment plans or hardship options due to these circumstances.
  
  We understand that this situation may be stressful, and our eviction prevention team has communicated the available options with you as of yesterday.

  If you have any further questions, please feel free to reach out.
  
  Sincerely,  
  *** ****** 
  Vinebrook Homes

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: There is nothing in the lease that establishes a limit on the number of eviction filings allowed. Also, I’ve attempted to file hardships prior to the current situation and the outcome has always been the same. I informed Vinebrook that of my transition of employment and the delay in payment until things caught up financially which would be this current month of October 2024.
  
  Sincerely,
  
  ***** ******

  

  Business response

  10/02/2024

  Dear *****,

  Thank you for your response. We understand your concerns and want to address them clearly.

  While the lease does not specify a limit on eviction filings, Vinebrook’s internal policy restricts the pay-and-stay option after the third eviction filing within the same lease term. This is based on internal policies designed to manage repeated eviction filings, which we have applied in your situation. 

  Additionally, we acknowledge that you’ve previously applied for hardship assistance; however, as mentioned before, the program evaluates qualifications based on several factors, including payment history, and unfortunately, you did not qualify. This was communicated to you at the time of each application.
  

  As per Section 6.8 of your lease, which states: "Lessor is not obligated to accept any rent payment for any month if Lessee is indebted to Lessor for any reason whatsoever." This provision gives us the right to decline payments if there is an outstanding balance, as in your current situation.

  We understand your situation and encourage you to reach out to our Eviction Team directly at 1-855-513-5678 for their guidance and assistance with any other questions you have about this decision. 
  

  Sincerely,
  *** ******
  VineBrook Homes

  Customer response

  10/02/2024

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