ComplaintsforVinebrook Homes Ohio, LLC

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First I was given a move out notice with no real reason. My rent at *** ********* drive was always on time. The home had been sold to so many times I was not sure who I should sign a new lease with so the former owners assured me a month to month was fine until I had contact with VineBrook homes. Which I never got, and when I did it was a notice to vacate. I vacated the home on the date requested. Was given a rental amount to pay of 311.00 via email. The rep stated she would give me a call to pay it over the phone, as my portal had been disabled due to the move out. When she never called , I asked that is be taken from my 750 deposit. Second complaint, I called and emailed over 20 times to get an update on my deposit, no one ever responded. When they did respond it was with an incorrect amount due to me. When I asked for a breakdown of those charges I never received. Her we are over 4 months later, and I receive the check with a breakdown of -478.83 being deducted for rent instead of the 311.00 dollars the rep quoted me. Also there is a 150.00 trash removal, the home was completely empty, I even returned to make sure I didn't leave anything. There was a large Armoire that was in the dining room that was removed by movers. I contacted the move manager as he allowed me to remove it, since they had given instructions to turn I. The keys on a certain day, but once I returned to the home the locks were already changed and I noticed lots of dames done to the home to change those locks. I immediately called them to ask if there was a break in, the guys said no that there was a drill used to change the locks And that spilt the wood. I was given a lockbox code I entered removed the armoire, dropped the keys in the lockbox and left. Which ******* the rep stated was ok, and he would speak to management to advise of furniture being removed. Which he never did , as I was charged 150.00 for it. I asked for proof of what they removed and never got a response. I request a refund.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/08) */ Vinebrook Homes is committed to providing safe, clean, and functional homes in a stress-free environment with reliable and efficient customer service. Our goal is to ensure that resident's receive their entire security deposit back by informing them of their responsibilities prior to move-out. The vast majority of our residents receive their security deposits back. Our goal in assessing damage is to compare move-in and move-out condition, consider reasonable wear and tear, and document with photographs. In this situation, we understand that confusion around the timing of return of keys and the resident being vacated may have contributed to timing mis-matches and resulting incorrect charges. A thorough review of the notes and photographs taken at the move-out inspection of the home was completed, and we found the resident did attempt to return and remove the items they were charged for. As a result, we are going to amend your Final Condition Report; promptly remitting a refund. Our sincere apologies for our error. Please let us know if we can assist you further.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I still have not been contacted back by the utilities department, or anyone at all from vinebrook, in well over a week now and it is keeping me from being able to pay my rent, due to them not removing a utility bill from my account, and unlocking my payment option. The issue with the bill, was that it was never sent to us and when I last spoke with vinebrook, we established that I had taken over the bill and am paying dominion energy directly. We spoke once on the phone and I sent the paper trail showing the confirmation of us taking over the account. This needs to be removed from our account and have the payment option for our rent opened back up. I also, will not be paying any late fees that are coming up due to them not taking care of this. I have called more than 20 times and the call center they use has passed a message along each time. And I've emailed them a few times every single day for a week and a half. I have not been contacted or responded to what so ever.

  

  Business response

  01/04/2022

  Business Response /* (1000, 8, 2021/12/22) */ VineBrook Homes is committed to resolving resident concerns with balances due, account credits, and utility billings. Following receipt of the initial complaint an Assistant Regional Manager contacted the resident both verbally and in writing to resolve the issues regarding the resident account. After an agreed upon resolution was reached, the completion process requires time to work through our system. As of this correspondence your account has been unlocked and paid to date. Should you have any issues in the future please contact our customer service 855-513-5678 or customerservice@vinebrookhomes.com

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. At the end of lease term. $103 + full month's rent was charged for same month lease ended! 2. Did not notify adjoining units, in building, of bed bug infestation! Attempted to have us pay for pest treatment! Did not reimburse monies spent on hotel during required absence from unit! 3. Failed to make requested or necessary repairs to unit before and during occupancy! 4. Attempting to charge for time in unit that I was no longer there because I did not have access to their paperwork stating intent to vacate!! 5. Attempted to charge over $1k for repainting the unit! Due to false claims of major repair and damage! Have their photos to dispute claim! 6. Kept $690 deposit for repairs and cleaning! But demanded additional $690 for repair claims, blinds, cleaning, and rent! 7. Moved from unit in September, returned keys in September, received notice of charges. Disputing charges but have had the dispute forwarded to collection agent without resolution of dispute!!

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/06) */ VineBrook Homes appreciates the continued dialogue with this resident and remain committed to working toward a resolution or bringing clarity to our policies. When we address any concerns of pest control we are required to obtain a licensed pest control company to pursue treatment. We scheduled an inspection to review and address this resident's concerns, if necessary. When the inspection was completed by the pest control company we were informed that there was not pest activity found within the residence. This report was provided to us by a licensed, professional 3rd party vendor. As a sign of good faith we requested that they conduct a treatment anyway, as a cautionary measure. There was a second inspection scheduled and again we were informed that no pest activity was found. We reached out to the pest control company for their professional opinion as in how we should proceed and we were informed that they advise against treating a home if no pests are present as this would deem the treatment as not necessary. Given the information provided we did request no further treatments take place. Upon our conversation with the resident we explained this in its entirety. The month to month fee is an optional fee for anyone who chooses not to renew their lease with us or move-out. This fee was charged for these reasons only, and occurs only at the resident's election to remain in a month-to-month lease. A majority of the charges at move out were related to smoke damage in the home which is not considered normal wear and tear as it requires additional materials and labor. As promised in our response to the complaint, a member of our property management team reviewed your written dispute, reduced charges, and replied with the update on November 11th.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 9th I witness a snake going inside my home I rent from Vinebrook through the roof of my house. I have pictures and footage of the snake. I contacted them they came out and sealed part of my house up with foam without putting something down. I asked them why would they seal the house if they didn't get the snake out, the guy told me he didn't see it. I mention to him that they move the same way it came in you think it's gone stay there? They told me it was my responsibility to put something down because of a hole in there property of the roof. They also told me to contact my local animal control, I went by they states they do not handle those issues to try pest control, i contacted everyone in my area listed on google and they stated they don't handle reptile issues as well. Everytime i contact the only number provided to me for this matter they tell me to create a maintenance request. Living with 4 children this is a safety concern and no one seems to take the issue serious enough to reach out to me through phone or through email whenever I call on email, The customer service agents are rude and states they are limited to do so much because they service a wide variety of homes in different states. The maintenance guy i spoke with was also rude he asked what could make me happy when i told him to come get the snake out my house or ask to put me somewhere else, he said he couldn't do that. I asked him how would he feel living with your family in fear in a home u just signed the lease on September 30? It's cold here in GA around this time and snakes are hibernating looking for a warm place to stay. The pictures i have attach was from a distance but you can see a thick black squiggly snake in the crack between the bricks and siding.

  

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/03) */ VineBrook Homes is committed to resolving resident service requests. We monitor our resolutions and response times in real-time, and understand the frustration that can occur when a resident's home experiences an issue. In this case, VineBrook made a repair on the same day to the eave where resident reported the pest access point to ensure no new entry could occur. The interior and attic space were inspected and no mentioned pest was found. Given the completed remedy and no actionable items available to pursue, we consider this request resolved. Should the resident encounter additional pest control concerns, we encourage them to submit new service requests via their Resident Portal.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrongful eviction filed, unable to reach corporate or anyone who can resolve this issue correctly. The next step is to retain a lawyer. My lease ended 10/17 I left the home 9/30, prior to that I replied to the numerous automatic emails saying I will not renew my lease yet still received docu signs to resign the lease. I called emailed and left voicemails to resolve this never got any response back until today I get an email saying I have court on the 30th. If I have eviction in my name I will be moving forward with legal action. This company is the worst at communicating anything in a timely matter and I won't have my name ruined because of your poor service.

  

  Business response

  01/11/2022

  Business Response /* (1000, 8, 2021/12/15) */ VineBrook Homes takes resident concerns with our lease renewal process, collections policies, and balance management program seriously. We communicate clearly throughout these events with residents, via documented interactions, and ensure we are adhering to Federal, State and Local laws and regulations, while treating all residents in the same manner. In this case, a proposal to renew the lease was sent to the resident on 8/6/2021 with weekly reminders to respond to inform the office of intentions regarding residency, all of which is documented within our system. The resident eventually selected the Renewal Proposal 2 Option presented to them, which was Accepted on 9/16/2021. The lease was generated by the retention specialist on 9/20/2021. On 9/20/2021 the resident replied stating they did not wish to renew and wanted to put in a notice to leave instead. The resident has claimed they selected the option for non-renewal, but this is not an option available or a part of our system and is not possible. As such, the resident was provided with a Notice form and returned it same day (9/20/2021) indicating that they would vacate on 10/1 (less than the required 30-day notice per the terms of the lease agreement). The notice was entered into our system on 9/22/2021 and Move Out Instructions and acknowledgement were sent to the resident same day. VineBrook Homes did not receive keys or confirmation that the resident had vacated the property and the resident failed to pay October rent causing an eviction to be filed by our collections department as they were still in possession of the home (both per the terms of the lease, the required notice period, and failure to return keys) due to non-payment of legitimately billed rent. Several attempts at collecting funds were made during our normal course of business including emails and phone calls, all of which is documented within our system of record. The resident eventually informed VineBrook on 11/24 that they had vacated the property, which resulted in our dismissal of the eviction, with the resident documented as having vacated. The eviction was filed due to non-payment of rent while retaining possession of the property by not returning keys per the terms of the lease. Consumer Response /* (3000, 10, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wrong it did offer the option to not renew on your site which is the option i selected. You filed an eviction for rent not paid while I had the keys, okay where do I turn the keys in? When I moved in a woman met me at the house, she's no longer an employee. When I renewed last year it was digital from a woman I never met, I only agreed at that time because she promised work orders would be handled. Why is the rent not prorated to the days until my lease ended? You reached out to me multiple times, okay and I reached out to your company just as many but you don't care about that. The eviction is dropped as it should be and we no longer need any contact besides the bill for any damages or rent up until 10/17 so next time your company contacts me let it be for those reasons or not at all put me on your do not call do not mail list immediately. Business Response /* (4000, 16, 2022/01/10) */ While we understand this former resident's frustration, our policies are clearly defined in our lease documentation and communicated as part of the move-out/notice process. The resident acknowledges receiving and completing the form which details these policies, including sufficient notice periods, move-out processes pertaining to key return, and to charges and fees that result from lack of adherence. Rent is not pro-rated to a period shorter than the required 30-day notice, per policy. A move-out statement detailing the final ledger has/will be delivered to the forwarding address provided.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted both the corporate and local offices for Vinebrook Homes on 10/18/2021, 10/25/2021, 11/1/2021, 11/10/2021, 11/12/2021, 11/22/2021. Each time I call the local office I leave a voicemail message with Supervisor ******* ******** and his assistant, ****** ****** No one ever calls back. I call the corporate office each time I call the local office and they claim to take my message a relay it to the local office and there still is no follow up. I am the tenant. I am seeking resolution for an ongoing issue for a year concerning my utilities and reimbursement. The last time I spoke with ******* ******** on 10/6/2021, he advised me that the issue would be taken care of and that my issue got all the way up to the VP. I have not heard from him/them since. They owe me $176 in a overpayment for the water bill. Mr. ******** assured me that it would be credited to my account. They also stated that they would give me access to the utilities moving forward to pay them. none of these changes have been made and I need to pay the current bills that are due. the calls are monitored and recorded so they should be able to retrieve all the many times I have called and left messages.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/08) */ VineBrook Homes takes resident concerns regarding their utility arrangements seriously. We've reached out to the resident to discuss the multiple nuances related to her account and have reached an agreeable resolution pending confirmation of rent payment from a third party. Consumer Response /* (2000, 7, 2021/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received multiple calls from VineBrook since filing this claim They have reimbursed me for the amount owed and has issued me a new and revised lease that resolves the utility bill issue.

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