Complaints

This profile includes complaints for Vinebrook Homes Ohio, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vinebrook Homes Ohio, LLC

  3500 Park Center Dr Ste 100 Dayton, OH 45414-2680

  
• 

  Vinebrook Home Resident Services

  149 Weldon Pkwy Ste 117 Maryland Hts, MO 63043

• 

  Vinebrook Homes Birmingham

  201 London Pkwy Ste 500 Birmingham, AL 35211-4498

• 

  Vinebrook Homes Jackson

  100 Business Park Dr Ste G Ridgeland, MS 39157-6015

• 

  Vinebrook Homes Pensacola

  531 Carrier Dr Pensacola, FL 32506-6818

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

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vinebrook Homes started using a new billing company called Conservice, and I received an email informing me of the change January 17,2025. We received our utility bill that is due May 1, 2025, and the bill states that we owe a sewer charge of $67.22 for the usage dates of 11/30/2024-12/31/2024, a sewer charge of $67.22 for the usage dates of 1/31/2025-2/28/2025, and a trash charge of $24.41 for the usage dates of 1/1/2025-1/31/2025. On the same bill, we had another trash charge of 24.41 for usage dates 1/31/2025-3/2/2025 and a water bill for $58.91 for the usage dates of 2/13/2025-3/12/2025 which I am not disputing since they are only two months behind the May 1, 2025 due date. I was told by Vinebrook utilities on 4/25/2025 that the utility bill is always 2 months behind but nothing more. I sent an email to Vinebrook utilities and Vinebrook customer service on April 20,2025, sent an email to Chelsea Gebhart with Vinebrook on April 21,2025, and then called the Vinebrook Homes number and left a message with their third party call center on April 22,2025 to file my complaint. I got a call from Vinebrook on April 25,2025 at 1:53pm. I informed the lady of the issue about being charged double utilities on one utility bill as well as 3 of the charges being from months ago and one from 2024. She stated that when they transitioned over to Conservice, it messed up the billing cycle for Vinebrook causing back pay charges. I let her know that it isn’t our fault that their transition did not go smoothly, but they cannot send us a bill with double charges, one from 2024, and the others from January and February that are due for May 2025. She stated that we used the service so we pay, I told her we would happily pay if the bills were sent on time. I looked at Vinebrook reviews and saw another tenant complain of this issue. Vinebrook did not even send us an explanation with our bill. This is Vinebrook’s responsibility to pay, not ours because it was their mistake!

  

  Business Response

  Date: 05/06/2025

  Dear *****,
  
  Thank you for reaching out and for taking the time to communicate your concerns. We truly appreciate your patience during this process and value the opportunity to provide further clarification.
  
  Following our last email and phone call from the Utility Team, we wanted to ensure the information shared was clear and complete. We hope this message clarifies anything that may have been missed.
  
  As previously explained, the utility charges reflected on your May 1, 2025, bill—including sewer usage from 11/30/2024–12/31/2024 and 1/31/2025–2/28/2025, as well as trash charges from 1/1/2025–3/2/2025—were the result of delays caused by our transition to Conservice, our new third-party billing provider. While it is our standard practice to bill utility usage with a two-month delay, the transition temporarily impacted the timing of when specific invoices were received and posted.
  
  We understand how frustrating it can be to receive multiple charges at once—some dating back several months—especially when no accompanying explanation is included on the statement. Please be assured that these are not duplicate fees but actual service charges that VineBrook paid at the time of service and are now reconciling through your ledger, as outlined in your lease and utility addendum.
  
  To ensure all residents were informed, an email notice announcing the transition to Conservice was sent on January 17, 2025. It is vital to consistently check your email for such notifications, as we use this method to communicate important updates regarding billing, policies, and resident services. We regret any confusion that may have resulted if this notice was overlooked.
  
  Looking ahead, we hope the Conservice system will provide a more consistent and transparent billing experience. You can expect to receive your monthly utility bills by mail around the 12th of each month, with payment due alongside your upcoming rent.
  
  For your convenience, if you have questions about future utility charges, you may contact Conservice directly at **************.
  
  Again, we apologize for the inconvenience and thank you for your patience and understanding as we continue to improve your resident experience.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Although the email was sent on January 17,2025 (as I had stated in my initial complaint, I check my emails and read them daily), there was nothing in the email indicating that we may have multiple charges at once and that the transition to Conservice would cause a delay in the billing cycle resulting in back pay. I stand by my initial complaint that an error and billing delay caused by you, Vinebrook, should be paid for by Vinebrook. The transition not running smoothly has nothing to do with us. I understand I more than likely won’t win this battle against you all because you don’t treat your tenants right. I refuse to give up willingly. You will have to tell me you refuse to take responsibility for you error, or BBB will have to close this case. I will not willingly accept your response. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been double charged for my utilities since the month of October and then on top of it I’ve been charged almost a $400 waterbill for the month of December 28 through January 28 and the bill that I received was $97 and I paid that I’ve been trying to get in contact with somebody about matter of my utilities and I have yet still to hear back from anyone And I still have to pay the money or it’s going to put me in eviction status

  

  Business Response

  Date: 05/01/2025

  Dear ****,
  Thank you for reaching out regarding your utility billing. We understand the concern caused by unexpected charges and the importance of having a clear breakdown. After reviewing your account and speaking with our Utility Manager, we want to share the following information for full transparency.
  

  Billing Review Summary
  Your ledger reflects utility charges based on actual service dates. After thorough review, we can confirm that you have not been double billed. Each charge corresponds to the appropriate utility usage period while you have lived in the home. The appearance of multiple bills recently is due to a delay in billing during our transition to a new utility billing service provider (Conservice) in February 2025. While the charges are just now appearing, they are for service periods that had not yet been invoiced.
  
  Charges Reflected on Your Ledger
  October 2024
  Water: $39.20 (8/27–9/26/24)
  Sewer: $61.04 (8/31–9/30/24)
  

  November 2024
  Water: $26.92 (9/27–10/23/24)
  Sewer: $61.04 (8/31–9/30/24)
  

  December 2024
  Water: $39.20 (10/24–11/25/24)
  Sewer: $61.04 (9/30–10/31/24)
  Trash: $73.20 (10/01–12/31/24)
  

  January 2025
  Water: $97.73 (11/26–12/27/24)

  February 2025

  switch to Conservice no charges

  March 2025
  Sewer: $61.04 (10/31–11/30/24)
  Sewer: $61.04 (11/30–12/31/24)
  

  April 2025
  Sewer: $61.04 (12/31/24–1/31/25)
  
  Pending Charges (Not Yet on the Ledger)
  We want to proactively inform you of the following pending charges that are not yet reflected on your account but will appear in upcoming bills. This will help you plan ahead and avoid confusion:
  Water: $367.64 (12/28/24–1/23/25) – under credit review
  Water: $43.74 (1/24/25–2/24/25)
  Water: $30.51 (2/25/25–3/26/25)
  Sewer: $61.04 (1/31/25–2/28/25)
  Sewer: $61.04 (2/28/25–3/31/25)
  
  High Water Bill and Credit Request
  We do acknowledge the unusually high-water bill for the period of December 28, 2024, through January 23, 2025, totaling $367.64. A maintenance repair was completed on December 27, 2024, for a continuously running toilet. We are submitting a credit request to the water provider on your behalf. If approved, the credit will typically reduce or eliminate water charges for upcoming billing periods.
  
  Next Steps & Support
  We’ve attached your full ledger for your review. For help arranging a payment or understanding your rent balance, please contact our Collections Team at 855-513-5678.
  While the credit review is underway, we encourage you to continue making your rent payments to avoid complications with your lease status.

  We appreciate your patience and understanding as we work to ensure your account is accurate and fair. Please don’t hesitate to reach out if you have additional questions or concerns our Customer Service team is eager to help. 

  Sincerely,
  VineBrook Homes
  
  

  Customer Answer

  Date: 05/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: it took Vine Brook almost 2 months to respond. I had to reach out to the Better Business Bureau in order to get a response and a breakdown in my utilities which I have emailed, called and left messages and even if with me disputing the almost $400 water bill I still have to pay it, which is an inconvenience for me because they are taking their time to get back in touch with me. I have to be out of the property by 13 May andI have yet to hear back from them and the only reason why I’m even hearing anything is because you all reached out to them so no I am not satisfied. Vine Brook is the worst company in the world to lease from. I would not recommend them to the dead . If I do not pay that $400 they will not accept my rent payment and that’s not fair on my behalf.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/01/2025

  Dear ****,

  Thank you for your response. We sincerely regret the frustration and inconvenience you’ve experienced, and we understand how upsetting delays in communication and billing concerns can be — especially when you’ve made multiple attempts to seek assistance.

  We want to reassure you that your request for a credit regarding the high-water bill has been formally submitted to the utility provider. Unfortunately, at this time, we are unable to apply or guarantee any credits until the provider completes their review and issues a formal decision. We understand this timing places an unexpected burden on you, and we are doing everything within our power to advocate on your behalf.

  Regarding your upcoming move-out and any rent-related concerns, we strongly encourage you to contact our Collections Team directly at 1-855-513-5678. They can work with you to explore available options to address your rent payment and help you avoid further disruption while the utility credit is under review.

  We truly regret that your experience with VineBrook has not met expectations. While we cannot change the past delays, we are committed to resolving this matter fairly and transparently.

  If there is anything further, we can assist with, please don’t hesitate to reach out.
  

  Sincerely,
  VineBrook Homes
  

  Customer Answer

  Date: 05/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: i’m rejecting this response to because Vine Brook has my information and my contact information my email and phone number and my address and they still have yet to reach out to me. They’re only responding because you all are reaching out to them so no, I’m not satisfied and I will not be satisfied until it comes off my bill and I get reimbursed for the other bills that I was over charged for!
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/02/2025

  Dear ****,

  We are writing to confirm that the utility provider has approved a $150.17 credit for water service charges from December 28, 2024, to January 23, 2025, due to the reported plumbing issue. This credit will be applied to your utility balance. Your updated ledger is attached for your review.

  We acknowledge and regret the delay in communication you’ve experienced. While this matter was escalated through the Better Business Bureau, your concerns are valid and taken seriously regardless of how they reached us.
  
  If you have additional questions or if there is anything else we can assist you with, please contact our Customer Service team, 1-855-513-5678.
  

  Thank you for your patience as we worked to resolve this matter.
  

  Sincerely,
  VineBrook Homes
  
  

   

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday night April 5th, 2025 the hot water heater has gone out in the home that I am renting from Vinebrook Homes. On Sunday, April 6th, 2025 I went online to the portal to open up a work order. The work order request is ********. It is now Wednesday April 9, 2025 and no one has contacted me regarding no hot water. This is the third time the water heater has gone out. They have replaced it with a aftermarket water element and the manufactured part and it has still gone out. I can't properly bathe nor sanitize my home thoroughly without working hot water. As of today they have marked the order as in progress but no resolution.

  Customer Answer

  Date: 04/10/2025

  I spoken with ******* today. Someone is coming out to resolve the issue.  Thank you

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in the property in July of 2024. There has been many maintenance issues. The first issue was when my air went out and it took them about 4/5 dauy to repair in 100 degree weather. I have put in three maintenance request regarding basement flooding. This issue has damaged clothing, furniture, etc. Every-time it rains I’m getting water off the floor. It’s also causing mold and mildew!!!!!!Yesterday the basement was filled with water I couldn’t get it all up. I put in a maintenance request. Also, last night at approximately 1 am the ceiling fell in on my son as he was sleeping. At that time, I placed a maintenance request. This morning a guy called saying he’s on the way to look at the basement. I asked him did you get the request regarding the ceiling. He said NO he only had a request for the basement. Once he arrived he called back saying he had the request for the ceiling. He explained he would put a piece of plastic up and send a third party company back out today and the basement wasn’t his concern at this time. As of 7:00 pm central time the roof isn’t fixed and basement still flooded. I called customer service at 12 pm no call back. I called aback at 5:30 no call back.The peel and stick flooring is coming up in EVERY ROOM!!! I pay 1400 in rent and it’s constant issues with this property

  

  Business Response

  Date: 04/11/2025

  Dear *********,

  Thank you for your patience throughout this matter, and for bringing these concerns to our attention. We sincerely apologize for the numerous inconveniences you’ve experienced during your residency. It is never our intention for any resident to feel uncomfortable or dissatisfied in their home, and we regret that your experience has not met the standards we strive to uphold.

  Given the ongoing maintenance issues, you've described and in the interest of resolving this matter fairly, we are in agreement to proceed with a mutual termination and release of your lease agreement.
  

  We appreciate your tenancy and would like to ensure a smooth transition for you. At your earliest convenience, please follow up with the Property Manager at ************ to provide your intended notice to vacate date. This will help us coordinate the necessary next steps for your move-out and finalize the agreement.
  

  Again, we apologize for the inconvenience and distress this situation has caused, and we thank you for your patience and understanding as we work toward a resolution.
  

  Sincerely,
  VineBrook Homes 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost all of my property in my basement due to sewage backing up in the basement

  

  Business Response

  Date: 04/01/2025

  Dear ***,
  
  We understand the distressing flooding issues you experienced in your previous residence and we appreciate your patience during that challenging time. We're grateful that your renter's insurance policy covered your losses.
  
  Moving forward, ***, we want to express our sincere gratitude for your decision to transfer into a new home with us. Your trust in us means a lot, and we are committed to ensuring this home meets your expectations. Our manager and Service Supervisor will continue working closely with you to provide a comfortable and positive living experience.
  
  Your satisfaction is our priority, and we value your trust. If there is anything else we can do to support you, please don't hesitate to let us know at ************. 
  
  Best regards,
  VineBrook Homes

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I start first incident I asked for my locks to be changed and they came and changed them and charged me 150 dollars to change my locks. I recently found the spare key because I lost all three keys just for the key to still work. Then called them back and said that will be 75 more dollars to change the locks again when they wasn’t changed the first time. Second incident this month is I’m getting fined by the city because the siding is coming off the side of the hous. Put in a work order they brought someone out all he did was bring a ladder and left the ladder hanging on the house and never showed back up to do the work but put in the work is complete. That ladder scratched my bedroom window when a storm came and blew it down. Third incident was with the trash we pay trash every so many months but they don’t pay the trash so they stop picking up the trash I had a lot of trash just sitting there and all they can say is I’ll put in a order no remorse anything so we pay you guys but the bills don’t get paid last incident was the rocks under the porch need to be replaced I put in plenty of work order those are construction grade rocks they come look at it and complete the order no work those rocks help drainage from the water cause the backyard is not leveled so that water floods the basement..unprofessional I have been seeking legal actions because it’s a never ending problem then when you call they always have a attitude about you calling I called plenty of times about renewing my lease nobody responded back until the last day and now I have to pay 1400 dollars cause I never received a email anything phone call nothing I went from paying 1200 to 1400 that’s crazy and nobody want to fix anything I need answers

  

  Business Response

  Date: 03/19/2025

  Dear Mr. ****,

  Thank you for taking the time to discuss your concerns with us. We sincerely apologize for the frustration and inconvenience you’ve experienced, and we appreciate the opportunity to work toward a resolution. Below is a summary of the corrective actions our team is taking and what to expect moving forward.

  Lock Change Concern – After reviewing your account, we confirmed that no charge was applied for the lock change, even though it is standard policy. If you have any further concerns regarding this, we are happy to review them.

  Trash Service – We recognize the disruption caused by the trash collection issue and have been actively working with our utility department to resolve it. Ensuring consistent service remains a priority.

  Maintenance Issues – Open maintenance requests, including siding repair, drainage concerns under the porch, and other outstanding items, will be addressed during the home turn process. We acknowledge the previous incomplete work orders and are taking steps to improve response times and ensure completion.

  Property Condition & Storm Damage – We regret the additional impact caused by the storm and understand your concerns regarding ongoing repairs. The property management team is committed to ensuring all necessary repairs are completed.

  Lease Renewal Communication – We understand the frustration surrounding your lease renewal process. While lease terms and adjustments follow standard policies, we recognize the importance of clear communication and are working to improve outreach for future renewals.

  Transfer Process – We understand you are in the process of transferring to another VineBrook home. Our team is actively working with you to facilitate this transition as quickly as possible, and the property manager will remain in direct contact regarding next steps.

  We appreciate your patience and are committed to improving your experience. If you have any additional concerns, please don’t hesitate to reach out.
  

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into the property 3/8 on a Saturday. Office closed on the weekend and had some issue go on and had to wait until Monday. Put in a couple of maintenance request and they finally came out yesterday on 3/12. On 3/12, approximately 9 am, was watching television and the lights went out. Called and let the property company know. They stated they would put in a work order when I clearly let them know that it was not a work order issue because I had went and flicked the fuse box switches and checked ameren outage center and nothing. That was a billing issue. Per lease, the utilities are to stay in company name and I pay a $10 monthly additional charge. Around 12:30 on 3/12, still nothing and I just happened to be at the mailbox and found an envelope stacked up against the side. There was a disconnection the the mailbox for Vinebrook for March 10. Called and informed them and had been calling all day until about 4p.m and finally they “claimed” they had to wait til tomorrow to get the lights on and that they would put me in a hotel and to call them once I arrived to the hotel if any issues. Called the property manager 6 times about 8:30pm on 3/12 and sent a text message and no answer. Went back home me and my kids and slept at the house with no lights. Called her this morning on 3/13, not one time time did she acknowledge my calls or my message and I went on to ask when would the lights be back on. She stated that she was 10 minutes from the office and that was the first thing she was going to do. Still no lights, no call back and it is approximately 9:30.

  

  Business Response

  Date: 03/14/2025

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you experienced after moving into your home. We understand how difficult it must have been to deal with these issues, especially with the delay in resolving the power outage. Your comfort and enjoyment are important to us, and we regret that you and your family had to go through this.

  We appreciate your patience as we worked to restore your electricity and address your maintenance concerns. We can confirm that your power has now been restored, and the plumbing issues have been resolved. Additionally, we understand that the technician attempted to fix your garage door but was unable to do so at the time. We have created a new service request and sent it to our vendor coordinator to ensure it is addressed. Please watch out for communication from the vendor.

  We value your residency and are committed to providing a better experience moving forward. If there are any other outstanding concerns, please don’t hesitate to reach out so we can assist you as quickly as possible.

  Best regards,

  VineBrook Homes 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The steps to my home are dangerously cracking. I’ve placed 3 work orders for vinebrook homes to fix this issue and no one has showed up to fix the steps , re paint the porch or fix the railing. My rent is going up and they are not fixing anything in a timely manner. This is a dangerous hazard to my family and I walking in and out at any time someone can be hurt and vinebrook homes can be sued for negligence. Workers also left concrete all over the grass when they fixed one step 3 weeks ago. I need help with getting my steps fixed. This is unacceptable and a eye sore.

  

  Business Response

  Date: 03/13/2025

  Dear *******,

  Thank you for reaching out and for your patience as we worked through weather-related delays for this repair. We sincerely apologize for the frustration and inconvenience this situation has caused.

  We have reassigned the vendor to your request, and they will be reaching out to coordinate the necessary repairs. Please keep an eye out for their communication. If you have any further concerns, feel free to reach out to our customer service team at ************.

  We appreciate your patience and value you as a resident. 

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  I am rejecting this response because: The steps are not done. Someone came out Friday fixed one step and then left all of his work in the yard. Concrete scrapes still in yard and porch has not been painted nor railing replaced or painted. Vinebrook homes has also closed the maintenance report after sending one in adequate worker to fix one step completely ignoring that the porch needs to be pained and railing needs to be painted as well. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/18/2025

  Dear *******,

  Our management team has reviewed your repair and shared pictures confirming the completion of the work.  Please see the attachments. They have also attempted to reach you to discuss this further. If the work has not been completed to your satisfaction, we encourage you to contact the management team through our customer service department at ************ so we can address any remaining concerns.

  We appreciate your feedback and look forward to assisting you. 

  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Porch was painted but there is still concrete scrapping left over in the yard that needs to be cleaned up properly by who put it there. The railing is still rusted and not fixed or painted over as we can see in the pictures. It seems they want to do a half job but until it’s completed properly I will continue to send the proof of a half done job. Vinebrook homes also came to my home this morning I guess to take pictures and still didn’t clean up the concrete scrapping left by the workers. 
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/20/2025

  Dear *******,

  We want to confirm that the work on your porch has now been completed. We appreciate your patience throughout this process and understand the importance of ensuring all service requests are handled thoroughly.

  We value clear communication and want to make sure that future requests fully meet your expectations. Our management team is always available for a phone call or an email to discuss any concerns in detail. We hope to regain your confidence in our service and encourage you to reach out if there is anything further, we can assist with.

  If you would like to speak directly with the manager, please contact our customer service department at ************, and they will be happy to connect you.
  

  Thank you for your time, and we appreciate the opportunity to serve you.
  

  Best regards,
  VineBrook Homes

  Customer Answer

  Date: 03/20/2025

  
  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

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered that our water bill has not been paid, with an outstanding balance of $900. Given that water is included in our rent, and we have paid in full as required, this is a serious concern. Additionally our water bill keeps increasing and were being overcharged. Under Ohio Revised Code § 5321.04(A)(4), landlords are legally required to supply running water and keep essential utilities in working order. Failure to do so constitutes a breach of the lease and state laws. If this is not rectified promptly, I may be forced to escalate the matter, including filing a complaint with the Ohio Attorney General’s Office, the Columbus Code Enforcement Division, and potentially pursuing legal remedies, such as rent escrow under ORC § 5321.07.

  

  Business Response

  Date: 03/07/2025

  Dear ******

  Thank you for reaching out and sharing your concerns regarding the water bill. We understand the seriousness of this matter and appreciate your patience as we conducted a thorough review.

  After investigating the issue, our local property management team and utility team have confirmed that the outstanding balance has been paid, and the situation has been fully resolved. We sincerely apologize for any confusion or distress this may have caused and want to assure you that we remain committed to providing accurate and transparent utility billing.

  Additionally, to enhance billing accuracy and prevent future discrepancies, we have partnered with Conservice, a third-party utility management company. Their expertise will help us ensure that all utility charges are correctly processed and communicated moving forward.

  If you have any further questions or need additional clarification about the billing process changes, please don’t hesitate to reach out to our customer service team at ************. We appreciate your residency and are here to support you.
  

  Sincerely,

  VineBrook Homes 

   

  Customer Answer

  Date: 04/04/2025

  This issue is partially resolved. They have paid enough of the delinquent amount that the water is not being shut off, but now they are trying to force me to pay the remainder that THEY owe to the water company. They will not let me submit my rent payment without paying this extra charge.

  

  Business Response

  Date: 04/08/2025

  Dear ******,

  Thank you for taking the time to speak with our local manager. We understand your frustration regarding the recent charge and want to clarify the situation.

  Following an audit by the City of Columbus (COC), it was determined that your home was underbilled for sewer services between October 1, 2022, and February 21, 2024. Although you paid your quarterly bills consistently, the COC exercised its right to back bill for previously rendered services.
  

  To address this, our manager:
  

  *Provided a copy of the updated invoice, which confirms there are no arrears and only the current amount is due.

  *Explained that VineBrook did not misbill or apply any past-due charges to your account.

  *Issued a $200 concession as a courtesy to help offset the impact of the adjustment.

  We understand this outcome may still be disappointing, but we hope this context helps clarify that the additional charge originated with the city and not VineBrook. We appreciate your understanding and remain committed to supporting you through the process.

  Please reach out if you need further assistance, 855-513-5678.
  

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lease with Vinebrook at **** ****** **** ********* ** *****. I asked for an application for my partner to be added as a roommate. I dropped off a month worth of pay stubs, a copy of his ID, the application and the $40 Money order. They sent the addendum for him to be added as a roommate on 3/3/2025. We both signed it and now they are saying he is not approved to be a roommate. They are not honoring the fact that we both signed the addendum. They are saying that it is due to his income and charge offs. They said that they did have the income after we said yes you all do and now they are saying he is still unable to process him as a roommate because of charge offs. But my thing is why would you send the addendum if he wasn't approved? They are not honoring the roommate addendum.

  

  Business Response

  Date: 03/10/2025

  Dear *******,

  Thank you for reaching out and for your patience while we reviewed this matter. We understand the frustration and inconvenience this situation has caused and we sincerely apologize for the confusion surrounding the roommate approval process.
  
  We understand that you followed the necessary steps to submit your partner's application, including providing documentation and payment. Unfortunately, there was a miscommunication in processing the roommate addendum, which was sent prematurely before the qualification review was completed. While our policy requires all applicants to meet screening criteria—including income verification and credit history—there was an oversight in this case.
  
  We recognize that the signed addendum constitutes a legally binding agreement, and despite our previous denial communication, we will proceed with adding the roommate. You should expect additional clarification from the local team regarding this matter and instructions with any next steps required to finalize the process.
  
  Should you have any additional questions, please follow up by contacting our customer service number at ************.
  
  We appreciate your understanding and value you as a resident. Thank you for the opportunity to review and resolve this matter. 
  
  Sincerely,
  VineBrook Homes