ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/27/2021, I received a notice to vacate in 45 days on or before 2/10/2022 due to the conditions of the home. We have been here 5 years. Vinebrook took over in March of 2021 and they refuse to fix anything correctly. No one is responding to calls or emails. The number you call is an answering service where the reps take down your information and send emails. There is no one to be transferred to. It is the holidays and they expect us to pay the rent while still not getting any service and still have to move. They said we could look into moving into one of their properties but they are not responding to messages. Honestly I just wanna finish my lease and be done with them when it's up. I don't have the funds right now to move and still pay rent to them. Vinebrook is supposed to be providing a service to us but they are not fulfilling their obligations of the lease. All we wanted is for the services we pay for to be working to the best of its ability. The air conditioner is bad and we have been complaining about it for years, the fuse is old like it has actual fuses that you have to swap. The sink isn't draining and they have canceled my work order several times. The pipes have holes and one busted and caused the floor to bubble up. They don't want to fix it though so they would prefer we moved, but no I'm not going to. Just fix the floor and the sink and let me finish out my lease. Don't worry the air or the fuse box. Myself and children shouldn't have to uproot our lives just because they refuse to fix things. A small problem. We'll even pull the carpet up for them.

  

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/01/03) */ VineBrook Homes is committed to providing safe, clean, and functional homes in a stress-free environment with reliable and efficient customer service. As part of our commitment, we have a minimum standard of quality that every home must obtain. Unfortunately, not all the homes we purchase meet our standards; some require invasive repairs. Often these repairs do not lend themselves to continued occupancy and residents must be given notice at the end of their lease term for us to retake possession of the property. It is always our goal to minimize the inconvenience and to keep residents with VineBrook Homes however health and safety is our priority. In this case, we reviewed the correspondence the resident had with the local Augusta management team and found that within 48 hours of the initial receipt of the Notice to Vacate a suitable home for transfer was found within our portfolio and that the appropriate arrangements are being made. We believe we have accommodated the resident and their family appropriately. Consumer Response /* (2000, 7, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) My family has been working with one of the reps and she has been the most helpful during this whole ordeal.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed the lease and moved into the house in early June of this year. As the summer heated up, we realized that the upstairs section of the house had its own unit which did not work. I filled out the maintenance request via the online portal July 8th, 2021, request no. (******), status is still pending. The maintenance personnel came out, checked and concluded that the issue was more than they could handle. The work order was assigned to Precision 7 who claimed the unit needed a motor. After more than three months of back and forth still sweating in the heat, Precision 7 then said the unit needs a motherboard then no word from them thereafter. Summer ended and winter was fast approaching so I reached out to Vinebrook Homes again. I emailed (****************@vinebrookhomes.com) on October 30th, I got a reply from ******** who told me to fill out yet another work order for the same issue. I filled out the request again on November 1st (request no. ******) maintenance came out the next day, went upstairs and said, 'Oh its cold', we have not been contacted since. Should I just keep filling out maintenance requests until the least expires? We have not been able to use half of the house because of this issue but we're paying rent for the whole house. In addition to that, there's are two patches on the roof, obvious eye sores. The shingle is peeling away from the larger hole, whenever there's a strong wind the hole opens up. Yes, I already filled out a request on December 2nd. Since then, we were told a roofing company is supposed to come out and look at it. I'm hoping Vinebrook Homes is not expecting my family to just forget about these two major problems that has made us very uncomfortable.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/03) */ VineBrook Homes is committed to addressing resident concerns by responding to service requests in a timely manner. We monitor our response times diligently and consider any issues regarding Heating and Cooling concerns to be of a serious nature. Upon reviewing the above listed complaint, we immediately contacted the resident and arranged for an inspection to take place. There were two issues brought to light in this complaint. One being the condition of the roof, referencing that it has missing shingles or is otherwise in need of repair, and the other regarding the Heating/Cooling operations of a split HVAC unit. Regarding the roof, we had one of our contractors assess the situation and the barren area that is being described as damaged was derived from a repair that we completed just last year. It is only an aesthetic issue as no water is permeating and no leaks are present within the home. To appease the resident and help improve the overall look of the home we do have contractors going out tomorrow to put down flashing and then cover with sealant so that the repaired area will no longer be visible from the road. In regards to the HVAC system, we took temperature readings both downstairs and up with only a 5 degree difference being observed, which is inside of acceptable tolerances. As a precaution against colder weather, we will be installing baseboard heating in the upstairs bedroom tomorrow to assist and provide a secondary source if needed as a courtesy to the resident. We are going to repair the original split unit as well but with the parts having originally been ordered back in October and us being told today that they are still 6-8 weeks out we do not have high hopes for a quick turnaround, within our control. We encourage the resident to submit a new service request via their Resident Portal should any further concerns arise.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a current resident of a Vinebrook Homes property. I have lived at the address for almost 4 years and it was originally managed by ****** Property Management. Vinebrook Homes purchased the property in January of 2021 (during the middle of the COVID-19 Pandemic). When notified that they had purchased the property, I took it upon myself to alert them of ******'s Covid Assistance program and ways in which they were helping their affected residents during this time. I had been laid off due to the pandemic and was expecting my son to be born any day. I was then told that I would not be able to get any assistance because it was not in my original ****** lease (obviously constructed/finalized before the pandemic) and was also told that I did not qualify for their "Hardship Program" because I was not under their lease. I gave birth to my son in February of 2021 and was unable to work and had to stay home with a newborn under such terrible conditions. Throughout this period of time, the rent was continuously paid before the month's end. They sent a list of agencies that could assist with rent payments (all of which were for ******* residents). After making my rental payment for August of 2021, I was able to find a connection with SC Stay Plus and applied for their Emergency Rental Assistance Program, which was in response to Covid-19. I consistently communicated with Vinebrook Homes and gave them updates throughout the entire application process. I was approved for THREE months of rent as well as utility assistance. A Vinebrook Homes representative had to speak with a SC Stay Plus representative to get a mailing address, tax information, etc. to complete the process. A check was mailed to Vinebrook Homes on October 13, 2021 and has NOT been applied to my account. I have been threatened to vacate the property, no one has knowledge of where the check is, and now I have not been communicated with for weeks due to their mishandling. This entire process has been a disaster!

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/27) */ VineBrook Homes is committed to providing safe, clean, and functional homes in a stress-free environment with reliable and efficient customer service. We regret this resident does not feel that we met their expectations, but understand frustrations occur. As a follow-up to the complaint, we reviewed the correspondence the resident had with our teams regarding the application and the confirmation of award from the SC Stay Plus program. Unfortunately, we have not received those promised funds from the rental assistance agency. We have been in contact with the SC Stay Plus program administration for several weeks attempting to sort the issue, but have not been successful. VineBrook has/is doing everything it can do assist our resident, but the issue is with a 3rd party state agency and is beyond our control. Emergency programs have been inundated throughout the Covid-19 epidemic and have been delayed in response. We highly encourage the resident to continue to engage directly with the rental assistance agency and to push for answers from them, as we cannot do anymore as the property owner. To date the SC Stay Plus group have been unable to provide the requested information; currently, SCSP is tracking the transfer of payment status within their organization, but have lost it or failed to respond. Per the escalated correspondence on 12.21.2021, SCSP is hoping to provide more specific answers to us within the next few days. Our team will continue to be in contact with the resident. Should the resident have additional questions or concerns please contact customer service at *********************** ***************@vinebrookhomes.com or XXX-XXX-XXXX.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I have been in my home since august 2021 when I was originally shown the home there was water in the basement and I was told it would have been cleared out but when I moved In 21 days later the same water was in the home and still as of today 12/16 there is water in my basement . I have Multiple complaints they have repeatedly had to send plumbers and maintenance to the home to try and do repairs but water still is entering my home and leaving me to deal with bugs , water etc . I have Had multiple billing problems since I been in the home resulting in me having to spend up to a total of 3 weeks with trash piling up in my home because vinebrook was not covering what was stated in the lease . I am currently now being billed doubled for a water bill my water bill is quarterly but im just getting the first bill 12/1 and they took it from my credits , fine right ? But now im getting the exact email again stating im 60 days past due but now with a different balance and their wanting to charge me again with the new bill coming in 12/14. I constantly have to keep reaching out to even be able to have someone finally reach back out to me from the company . I have All emails and maintenance orders and multiple photos of the water in the basement and complaints

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/21) */ VineBrook Homes is committed to addressing resident concerns by responding to service requests in a timely manner. We monitor our response times diligently and consider any issues with water intrusion to be serious in nature. Upon reviewing the above listed complaint, VineBrook immediately reached out to the resident to see if we could quell some of her concerns. The trash service was an issue initially at Move In, as Local Waste Services was slow to enter the ticket to initiate service. We did request such to be done on 8/16 directly after the resident's Move In date. We share the residents frustration with the delay, but note that it is wholly with the 3rd party trash utility in her area. That issue has been resolved and the trash pickup in commencing on a weekly basis. The concerns regarding duplicate billings for water service was explained as well. The resident was initially told or believed that she was to receive quarterly billings, in actuality she is with Aqua Water Services who invoice on a reoccurring monthly basis. So, the charges that she is seeing are actually individualized monthly and are not being duplicated. We believe we have been able to clarify that concern with the resident. The final issue pertaining to water intrusion had been reviewed by maintenance with no issues found. As a precaution, we decided to reach out to one of our 3rd party contractors who specializes in this type of repair to perform a secondary review. Unfortunately, the resident does not want us working at the home without her present, producing difficulties and delays in scheduling, which the resident shares responsibility for. We were able to finally reach an agreement for tomorrow morning with our contractor ready to assess and repair. We will do a thorough inspection of the home and remediate any areas in need and work to ensure there is no backflow of water into the home. These steps will work to mitigate any future problems and should finalize any issues our resident is having. We encourage the resident to submit a new service request via their Resident Portal should any further concerns arise. Consumer Response /* (3000, 7, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vinebrook homes is not telling complete accurate information when it comes down to a lot of these situations . For one yes the trash happened when I moved in but as well again the week before and during thanksgiving ! Which was all on vinebrook homes not the utility company vinebrook never released my information or paid the bill. When it comes down to entering my home I have clear instructions that they are allowed in my home if I'm not home and they have !!!!! The water has been in the home since august it took until December almost January to get a contractor out here just to even look at the home! After numerous of pics complaints and work orders ending in their employees stating and suggesting they would be reporting back to the office their findings and that they can't figure it out and that they keep getting sent out to tell the office to same results til now we are here and they are finally listening and sending the contractor After I been in my home 4 months with the occurring problems Business Response /* (4000, 9, 2021/12/27) */ As noted, VineBrook remains committed to resolving the issue stated or any new issues that arise. A 3rd party vendor has or will be on site to identify further areas of concern (if any) or to address problems with remediation efforts or preventative measures.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have the biggest rat infestation I've ever seen in a house. I've called vinebrook over 20 times in the last 4 months To have this resolved but no response at all. My wife and my 1 year old son are having respiratory issues now due to the toxic fumes that come from rat **** and ****. We just want vinebrook to be a decent landlord and handle this instead of slapping fresh paint on the walls like they did when they rented this house to us... this house has rats before we ever moved in so that should not be our Responsibility!!

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/20) */ VineBrook Homes takes is committed to resolving resident service requests and delivering safe, clean, functional and affordable homes to the markets we serve. We take pride in our turnover process and conduct a multi-stage quality control process to ensure homes meet resident expectations. In fact, upon moving in, residents are invited to provide a move-in condition report to alert us to any concerns with condition of their homes so we can take corrective action. In this case, the home underwent a throughout turnover which included a full inspection of the condition of the home and prior work order history. No prior history with rodents or pests existed, no part of the turnover involved a need to address pests, and there was zero evidence or signs of pest activity. The resident viewed the home, signed a lease, and did not note any issues with pests on the move-in condition report. A full 3 months passed before the resident made any mention or request of the potential presence of rodents, well into their residency. As noted in the lease, pest control in our homes is the responsibility of the resident, and we are confident that our documentation of condition and the considerable time that passed where no pests were ever present indicates that there was no pre-existing pest issue. As a courtesy and to assist, VineBrook dispatched a technician to the home to inspect the premises and seal all visible access points. We encourage the resident to submit a service requests should they discover any additional entry points. Additionally, upon investigating this complaint and as previously stated, we confirmed that there was no pest activity found during the time the home was under construction and Vinebrook was not made aware of any claims of pest issues until approximately three months after move in keys were provided. As stated in the lease agreement, residents are responsible for all pest control outside of termites or carpenter ants. We do allow a 30-day window from the date you move in to investigate and treat a home at our expense just to eliminate the chances that pests may have not been reported by prior residents or the unlikely event that we could have missed something during the construction process, but in this case a significant amount of time has passed. We have contacted AllPest Pest Control to visit your home to inspect and provide a one-time treatment as courtesy because we do care about our residents and want them to have the best experience possible while living in one of our homes. They will be reaching out to you Monday, December 20th via the phone number we have on file. Please make arrangements to allow them entry as soon as possible. Please note that you will be responsible for further treatments and maintaining a pest free home afterwards as stated in the lease. Please feel free to contact us at customerservice@vinebrookhomes.com or 855.513.5678.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It started December 2020 raining inside my rental property that was never resolved , Also mold is in my rental property thats making me constantly be admitted to the hospital. I have called numerous times, left messages and know one will respond or come out to fix the problem. Also i called the mold company and they told me they can not come out unless it's confirmed with vinebrook homes.

  

  Business response

  02/07/2022

  Business Response /* (1000, 10, 2022/01/17) */ VineBrook Homes takes resident concerns regarding repair and maintenance items seriously and we strive to address issues in a timely manner. We understand the frustration that occurs when an item goes unresolved or there is confusion on the resolution or timeline. In this instance the issues were handled as follows: Roof Work was completed by our Vendor on 5/28/2021 and 12/16/2021. We have responded to each service request submitted. On 12/05/21 one of our Maintenance staff went to the house and reported severe damage to the roof structure. RAM Roofing (Vendor) was contacted and repair was scheduled and completed on 12/16/2021. If our resident was still having issues at the time of this BBB complaint, it has never been communicated to VineBrook Homes, and we would be happy to take corrective action, as we just completed a full roof repair/replacement and would not expect any issues to be occuring. As far as the mold issue, we have investigated and found no presence of anything other than surface mildew. The resident was informed twice by maintenance staff that cleaning was a resident responsibility on 11/16 and 12/14, and that wiping down and maintaining surfaces to prevent mildew or surface growth should be performed by the resident. As a courtesy, we had a maintenance tech clean the affected areas and submitted a new work order to RAM Roofing (Vendor) and they returned to the home on 1/13/2022. We take all resident work orders seriously and strive to address them in a timely manner. We encourage this resident to submit a new service request via their Resident Portal so we can quickly respond to any new concerns. If there are any other issues please contact customerservice@vinebrookhomes.com. Consumer Response /* (3000, 12, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The roof was only half done they did not do the whole roof it still rains in my house I hired a mold specialist to come out myself and it's stated my house has a very bad mold problem the company came on a painted over the mold which it is not mildew the mold is all over the house what they did was came and put a bandaid over it my kitchen cabinets are still water damaged from the rain and it's mold in there as well I like the house all I want is for them to fix the problems My cabinets I can't use because it's water damage I've been having this problem since I've moved in This is a problem for me when I'm paying the amount of rent that I am paying Also it's still rains in my basement not no little rain it's coming through the foundation of the house which is stated in all of the work orders as well Business Response /* (4000, 14, 2022/01/24) */ VineBrook Homes is committed to addressing resident concerns with service requests, repairs and the condition of our homes. We have continued to work to address and resolve issues the resident has identified. Given the resident's expressed frustration, our team is working to provide the resident with alternative housing, by transferring the lease to a similar property. That property is being renovated to effectuate the transfer, and VineBrook intends to transfer the deposit, match rental rate, and deliver a concession on the first months rent of the new home. Our local team is working directly with the resident on this process, and we believe the resident is satisfied with the proposal.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The rental home I am currently in was previously managed by ****** property management. The home was taken over by vinebrook homes. Recently there was a sewer bill that had went unpaid and the city put a notice on my door about the bill the bill was $274 or something like that. I contacted vinebrook and received an email saying they paid the bill and the bill came from ******, vinebrook put the bill on my account and wants payment. I have spoken with several people from vinebrook and have yet to get an answer as to why I am responsible for a bill that that is almost $300 dollars that went months unpaid. And they won't accept my regular $910 rent payment if I don't pay the sewer bill.

  

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/15) */ VineBrook Homes is committed to working with residents regarding past due balances, fees, and utility billings or questions. In this case, while we understand the frustrations of the resident, the past due utility bill went unpaid until we were notified of it through our contacts at the former property owner. Per the terms of the resident's lease, this is a resident responsibility and the charges were legitimately placed on their ledger. VineBrook paid the utility bill and billed the resident in accordance with the terms of the lease and our standard policy. In the last few days, our team was able to reach the resident and set up a payment plan to resolve the issue of the past utility bill. As a courtesy, we reversed the late fee as well since the resident did log on to the portal and attempted to pay without success due to the status on the account.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a former tenant of VineBrook Homes, a rental property to which was recently purchased from ****** **********. I received a sudden notice from VineBrook Homes that they were the new Property Owners. VineBrook Homes never took the time to view the inside of the Property prior to or after their purchase from ****** **********. I received constant emails & phone calls regarding signing a lease so I signed a 6 month lease. When the 6 month lease drew near for ending, I received phone calls & emails multiple times a week, sometimes daily regarding signing a lease or month to month and the price increase included in those options. Being a former tenant of ******, I literally rehabbed the said property. When I moved into the property toilets overflowed (a lot of plumbing continuous plumbing issues), the heat did NOT function properly causing extremely expensive electrical bills (running off of emergency heat), the air conditioner had to be replaced, when it rained outside there was down pour on the inside of the home. The home had a dishwasher that I never used as it was outdated. I have all of my documentation from the third party company who managed ****** ********** before they removed the third party company showing proof of the many many many repairs to which took place. Once, VineBrook Homes took over they constantly harassed me regarding making a decision instead of allowing me to stay month to month at a reasonable rate. Instead they added a price increase for all options. I was not willing to pay their increase with no improvements. I am requesting a full refund of my deposit. Its been over 30 days. Vine Brook Letter states they will issue a refund within 30 days, and not to my surprise at all, I have not heard anything or received anything. It would be greatly appreciated if the same urgency they placed on me to make a decision that they place an urgency on refunding my deposit, as I am deserving of more considering the experience I had from both companies.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/15) */ VineBrook Homes takes resident concerns regarding move-out processes, deposit accounting, and returns of deposit seriously. We apologize for any frustration that has occurred due to confusion on damage and charges. After an investigation of the condition of the home and discussing with the resident, we will be returning a full deposit expeditiously. The resident noted their satisfaction and will reach out if further questions arise. Consumer Response /* (2000, 7, 2021/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund Received.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 10th I put a rescues that there was a tree infront of the property death and that it was falling apart! I never get no response no email or anything to inform me of anything. They send someone to take pictures so I think they was going to come cut it. Nothing. I send another request on October 16th and nothing no response or anything. That's a month later of my request. On October 21th I send them another request showing them pictures of the tree parts close to my car. That's the only way they answer and just to tell me they had contacted someone but that was it and the have the audacity to tell me not to park close to the tree! When Miguel my other roommate is a senior and could get hurt and a 4 year old that like sto play sometime is outside. After a month no response no information what so ever of what was going on I open another request on November 24th telling them I had contacted someone on my end to come get the job done and that I was not going to pay the whole $935 of my rent because I was going to pay to get the tree cut off. That's when they contacted me saying they had several vendors with no show or call witch it took me less than a month to get someone and they had 2 months more than that. When I pay and get someone they email me saying they was it going to reimburse me because they had email me with instructions witch the only instructions was to have the vendor number so they can get it deal with when they had 2 months to deal with it and never did. I have not payed my rent and I just receive a 7 day notice . I had all the pictures of all the request witch you can see that most of them they cancel and I never got a response about it. I have emails I had send too.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/15) */ VineBrook Homes is committed to providing our residents with clean, safe homes in a stress-free environment with reliable and efficient customer service. Due to safety and liability reasons, as a company we require our sub-contractors and vendors to carry various licenses and insurances. At times this may cause nonemergency maintenance requests or routine tasks to be delayed as vendors are brought on-board our company's roster. We understand the delays can be frustrating and we do apologize. As follow-up to the complaint, we found preparation for the tree removal was in motion, as well as multiple logged communication efforts on behalf of VineBrook Homes Representatives and yourself. We always appreciate when residents take pride and care in their homes and are willing to work with you in this situation. As a company we face liabilities that require us to adhere to strict guidelines when contracting work and cannot allow unvetted contractors onto our premises or to approve prices negotiated with vendors by residents. As a courtesy, our team will credit your account for a portion of the costs the resident incurred. We highly encourage this resident to submit future service requests via their Online Resident Portal or to contact our customer service line 855-513-5678 should future issues arise. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will only agree if the portion of the payment is half or more! Another thing I tried multiple times to contact you and was never answer until I made arrangements for the tree to be cut off. There is a senior living with me and a 4 year old that they don't know the danger or could be to be close to the tree. That's why I contacted you since September that's 3 months ! 3 month that I was never told that y'all was doing anything about it . As I showed in all the request and emails! So I will accept only if is a portion of half or more! Business Response /* (4000, 10, 2021/12/20) */ Per the terms of the lease, VineBrook Homes does not allow residents to engage with 3rd party vendors on our behalf and send those bills or expenses on to us. At the time that the resident elected to engage with their own vendor, we already were in the process of scheduling tree reviews and potential work with a qualified tree trimming/removal company directly. The resident engaged with a vendor outside of our approved vendor list, that is not a tree specialist, on their own behalf. While we understand the frustration, delays or timelines can be at the schedule of our 3rd party vendors, and we cannot reimburse residents who take it upon themselves to engage with vendors at their own election. As noted, we will leave the provide credit on the resident's account but cannot increase the amount provided. We encourage the resident to submit future service requests through their Resident Portal or to escalate issues to customerservice@vinebrookhomes.com.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ongoing mold in rental by vinebrook homes. Have reported to company and They have only sent out one maintenance person who sprayed bleach said he would return never returned and they do not care do not respond any further request about it I've had to seek mold remediation on my own this is been going on for over a year and I have a baby who was born here and still living here with this mold and they refused to do anything about it. not only is the mold in the windows but it also is on the walls of several rooms

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/14) */ VineBrook Homes is committed to addressing resident concerns with service requests in a timely manner, in line with expectations noted in our move-in material. We monitor response times closely and consider any issues with water intrusion serious. Upon receipt of this complaint, we immediately reached out to our resident to inspect the home and start remediation if necessary. On our first attempt, we were turned away and not granted access by the resident. We gave a 24-hour notice of inspection given the severity of the claims, and were able to gain entry as directed. The resident was home at the time of our arrival and our technician asked them to show him all the areas of concern where they felt mold, or a leak was present. The resident showed our tech one small 2-inch by 2-inch spot on a portion of their baseboard that appeared to be covered by personal items. The resident told our tech that she had wiped the sills clean and there were no remaining issues to remediate beyond the baseboard which wiped clean with a cloth, and to which we added a layer of sealant. Our technician asked one last time to verify that there were no other areas that needed attention, that she no longer needed our assistance or had an issue with anything going on in the home, to which the resident stated that all was well and there was nothing remaining for him to take care of. We remain happy to assist with any issues of this nature, and encourage the resident to submit a service request via their Resident Portal should any other concerns arise. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true. I have it all recorded on my cameras as I have indoor and outdoor. I received ZERO 24 hr noticed and a gentleman ENTERED my home without notice within 7 minutes of being at my door. I was at the doctor with my 16 month old daughter who is suffering medical issues that are believed to be linked to the ongoing mold on the property. I spoke to him through the ring camera to tell him I had no notice and he needs to leave off my property because nothing was arranged or no notice was given. That was a Friday. I immediately emailed everyone who's contact email I have AND called and spoke to representative who took my complaint. Monday someone came and I greeted him at the door and he said they'll be coming tomorrow and handed me the paper. I stayed home between 8-4 and another gentleman came and proceeded to tell me how he also lives at a vinebrook location and is suffering the same issues. He did not bring anything but a cheap spray for bathroom mold and proceeded to tell me he had no training in mold remediation he just picks up what you guys tell him to buy. The mold was already remediated out of MY pocket because I can not have it in my home causing my daughter health issues. I have taken a sample and sent it out to confirm the type of mold it is. The mold expert told me that it is inside of the walls of the house because the company did not work on it. It will continue to come back. I want a refund for all of the mold remediation I have paid for, the doctor visits my daughter has gone, the months from when I first reported it and someone sprayed bleach then left (which actually makes mold grow faster) refunded and to leave my lease with zero issues. The mold isn't "just in a baseboard" I have plenty of photos and videos of it on the ENTIRE or HALF walls in several rooms, windows and all over the basement, I have reports from the experts who continuously have to return and receive payment from ME because of your negligence. As for "personal items"- I don't even allow shoes inside of my house. It is not messy nor do I have things laying around. This is an outrageous situation where my child is at risk every single day with zero help from you. Business Response /* (4000, 9, 2021/12/21) */ VineBrook Homes is committed to addressing resident concerns by responding to service requests in a timely manner. We monitor our response times diligently and consider any issues with water intrusion to be serious in nature. We have taken this claim seriously throughout the process, responding and communicating directly with the resident. Upon review of the resident's most recent response, we sent one of our 3rd party contractors out to assess the situation and get a thorough perspective to ensure nothing was overlooked. The contractor walked the entire property inspecting both the interior and exterior of the home. The contractor found no evidence of mold, noting only a small amount of surface mildew on the wall behind a dresser (which was wiped clean), and with the basement showing no signs of visible growth either. As a courtesy, VineBrook is going to perform some minor work to the gutters this week to ensure water is draining properly and there is no potential for backflow into the home (note that per the terms of the lease gutter cleaning and maintenance is a resident responsibility). We did provide a dehumidifier for the basement to help appease the resident's concerns as well, despite no findings requiring such action. At this point though, beyond the gutters, there is no additional work to be performed as we are unable to identify any present issues or need for repair. There is no water intrusion currently and the basement has normal moisture levels, as well as not being considered a livable space as noted in the lease. Even so, there are no signs of mildew present anywhere within said basement. This should work to close out the case and we will remain diligent in our approach if any additional issues arise. We encourage the resident to submit a new service request via their Resident Portal should any further concerns arise. In the event the resident remains unsatisfied, we recommend they consider a lease break option.

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