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 has 21 locations, listed below.

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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:06/18/2024

  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.

  Our rental property has had numerous repair needs since we first moved in 1 year ago. Vinebrook is extremely difficult to get ahold of and we are constantly getting moved around to 3rd party call centers or never responded to. Techs that do show up for a maintenance request are very ill equipped and uneducated and can never seem to fix the problem. We’re going on the entire spring and summer months of 2024 without a properly working AC unit. To my knowledge, the property management company is aware as I’ve sent in 7 separate AC unit repair request through our resident portal. The AC is only one of many issues that need to be repaired or finished properly.

  

  Business Response

  Date: 06/24/2024

  Dear ********,
  
  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the maintenance of your rental property. We understand how important it is to have a comfortable and well-maintained home, especially during the hot spring and summer months.
  
  We have spoken to a member of our in-office team and were notified that a technician was out to your home on Friday to address the AC issue. We were informed that, in the meantime, your husband purchased a window unit to cool the home because you have small children. We are very sorry for the discomfort this situation has caused your family.
  
  We would like to reimburse you for the window unit purchase. Please send us a copy of the receipt at your earliest convenience if you have not done so already, and we will process the reimbursement promptly.
  
  Additionally, we have entered work orders for the other items that need to be addressed in your home. We are committed to resolving all outstanding issues as quickly as possible and will stay in touch with you until everything is corrected.
  
  Your satisfaction is very important to us, and we appreciate your patience as we work to improve our service.
  
  Sincerely,
   
  VineBrook Homes

  Customer Answer

  Date: 07/30/2024

  My apologies, dealing with this house is such an on going issue I’ve been so busy. 

  
  

  Some of the issues were resolved and others were not. And I still have to be extremely persistent to get anywhere. 

  
  

  We’re still waiting on the leak in our bathroom to be fixed, the downstairs window(pours water in every time it rains) and the foundation to be fixed. 

  
  

  A new issue-We’ve also began coughing a lot and suspect mold. 

  

  Business Response

  Date: 08/08/2024

  Dear ********,

  Thank you for bringing these ongoing concerns to our attention. We sincerely apologize for the continued issues you've been experiencing with the property. We understand how frustrating this must be, and we're committed to resolving these matters as quickly as possible.

  We have addressed some of the previous issues, but I acknowledge that others, such as the bathroom leak, the downstairs window, and the foundation repair, still require our attention. Please rest assured that we are prioritizing these repairs and will update you on the timeline for completion as soon as possible.
  
  We appreciate your persistence in bringing these issues to light, and we are committed to resolving them to your satisfaction. Please don't hesitate to reach out if you have any further concerns or need additional assistance.
  Thank you for your patience and understanding.

  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:06/17/2024

  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 moved from property on March 15, 2024. I was unaware that i owed an outrageous amount of money (almost 6K). I have been receiving calls from a debt collector, but NEVER received an itemized receipt or anything explaining these charges from Vinebrook personally. This information skipped over me and went straight to collections. I feel like I’m paying for a remodel of the property. Keep in mind I have been staying in this rental property over 10 + years. This rental property has been sold over 3 times. Once Vinebrook took over the property they never did a walk through to even attempt to fix the issues that the property had BEFORE they even took over it. Same for the property management before them. This is a low income property. Where do they think i have almost $6,000 laying around? Very unprofessional.

  

  Business Response

  Date: 06/18/2024

  Dear ********,

  
  We apologize for any inconvenience this has caused you. After Further review with the team, we were able to obtain more clarity on the charges you are referring to.

  
  Unfortunately, upon your move out, the home was left in a condition that required extensive cleaning and repairs. As a result, you have been charged for the following services:

  
  Cleaning: $450
  Trash removal: $1,000
  Partial floor replacement: $2,633
  Wall patches: $250
  Landscaping: $450
  Stove replacement due to roach infestation: $750
  Roach treatment: $300
  

  Additionally, you did not provide a forwarding address despite our requests. Our deposit accounting team attempted to mail the statements to you, but they were returned.

  
  It is important to note that maintaining the home in a proper condition was your responsibility. We explained the necessity of a forwarding address during your visit to our office, yet you refused to provide one.
  

  If you need further clarification on these charges, please contact our office directly.

  
  Sincerely,
  VineBrook Home

  Customer Answer

  Date: 06/18/2024

  Contacted Vinebrook for more information on the debt that I supposedly owe, but nobody ever got back in contact with me. Moved out in beginning of April the account was in collections on May 22nd, i was never given an option to work out payment. I wasn’t even aware of any of this.

• Initial Complaint

  Date:06/14/2024

  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.

  I applied for a home with vinebrook. I was speaking to a leasing agent named ******** ******. The leasing agent told me my application was cancelled for the home I initially applied for and that my application will expire if I do not chose another home off the website. Well I picked another home and I have been trying to reach back out to ******** but she has been ignoring my emails and not responding to my calls. They have an incorrect number on Google . When I call the main line (number received from yard sign) they say they are just a 3rd party and there is nothing they can do. It’s all just a big ponzy scheme . Which sucks because it is so hard for low income family’s to find homes right now and you all are just taking money to hurt people with no interest in renting.

  

  Business Response

  Date: 06/20/2024

  Dear *****,
  
  Thank you for reaching out to us regarding your application experience with VineBrook Homes. We understand your frustration and appreciate the opportunity to address your concerns.
  
  Our records indicate that your initial application was for a home with a rent exceeding $982, which was the maximum amount you qualified for based on the information provided. You were asked to submit proof of additional income by June 7th but, unfortunately, we did not receive this documentation, leading to the cancellation of your application for that home.
  
  On June 10th, you expressed interest in another property at 2392 Park Ct. However, by the time our leasing agent, Brittany, attempted to place a hold on this property, it already had an application hold from another applicant. ******** reached out to notify you of this status change but has not received a response.
  
  We apologize for any inconvenience you have experienced in trying to reach our team.  We understand the importance of timely communication, especially during the application process. To ensure we can better assist you, we advise you to continue trying to reach out to Brittany, and we will also follow up internally to improve our communication.
  
  We are committed to helping you find a suitable home and will work diligently to identify a property that meets your needs within your qualifying rent amount.
  
  Thank you for your patience and understanding as we work to resolve this issue.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/20/2024

  Hello, thank you! If someone could please just call me with an update that would be great. I know my application will expire in 30 days. Is there a way to get an extension due to the inconvenience?

  

  Business Response

  Date: 06/27/2024

  Hi *****, 

  We just spoke to your in-house team. Someone will be in contact with you to discuss details shortly. 

  Thanks,

  VineBrook Homes 

  Customer Answer

  Date: 07/18/2024

  Yes, everything is fine.

• Initial Complaint

  Date:06/10/2024

  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.

  Fraudulent charges to my rental account. My rent was was paid in full on 6/5/2024 and vine brook homes decided to add a late fee to my account on 6/6/2024 with a 0$ balance. Fraudulent activity of payments by vine brook home requesting a late fee a day after all funds have been paid. The photos attached show my bank account funds being withdrawn at the total amount due on 6/5/2024 with no late fee. Second photo shows vine brook homes sending me a late fee 6/6/2024 after the account had an zero dollar balance.

  

  Business Response

  Date: 06/13/2024

  Dear *******,
  
  Thank you for reaching out with your concerns regarding the charges to your rental account. We understand how important it is to ensure your account is accurate and that all payments are processed correctly.
  
  Upon reviewing your account, we see that your rent payment was made on 6/5/2024 at 10:01 PM EST. According to your lease agreement, any outstanding charges not received by 11:59 PM EST on the 4th of the month will incur a late fee. While your payment was made on the 5th, it was unfortunately after the specified deadline of the 4th.
  
  We recognize that the billing of the late fee occurred on 6/6/2024, and we apologize for any confusion this may have caused. However, as stipulated in your lease, the late charge is applicable for payments received after the 4th, regardless of the exact timing of the fee being billed.
  
  We hope this clarifies the situation. If you have any further questions or need additional assistance, please don't hesitate to contact us.
  
  Sincerely,
  
  Vine Brook Homes

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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 May 1 2024, we received a water invoice attached to our rent in the amount of 1,390.00. We requested a breakdown of the water bill showing us in black and white what the city was charging. Finally received what they claim the city sent after weeks of calling, and emailing. I was rudely told they are busy and will get to it when they can. We was forced to sign an agreement to pay said water bill amount so we wouldn’t be evicted for not paying rent. The water bill from the city reflects 4 months which was 820 in all. I have been reaching out trying to get a better understanding about how the bill say this amount but they want 1,390 from us. Since we have received the breakdown we have been getting ignored no response or call back. It is now time to pay rent again and Im still waiting on the same answer. It’s clearly a posting error and we just want the issue fixed. We should not be responsible for something they posted incorrectly. I’m posting here today because I’ve literally tried everything.. my next step is legal action.

  

  Business Response

  Date: 06/07/2024

  Hi *** *****,
  
  We reviewed your ledger and found inaccuracies in the charges from the City of Jackson. JXN Water has corrected the account, and we have updated your ledger accordingly. Your account now reflects the correct balance of $374.00. We apologize for any inconvenience this may have caused. If you have any further questions, please contact us directly at [email protected].
  
  Thank you!

  VineBrook Homes 

  Customer Answer

  Date: 06/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/30/2024

  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.

  When we first moved into our home with VineBrook we paid our utilities directly to the city of Hamilton. There were never any issues. Our utilities came out automatically and we were able to budget effectively. This is how it should be. I would pay my utilities for the month before (ie utlities from April in the month of May). However, about a year ago VineBrook decided that they would start to pay the city of Hamilton directly for our utilities and we would instead reimburse Vinebrook for whatever reason. This would be fine, if they actually charged us once a month for utilities. Instead, they have gone months without charging us and then charged us for multiple months at a time. I make my budget for ONE month of utilities and then all of a sudden am expected to pay backdated utilities because of VineBrooks failure to invoice us on time. I do not have the money to pay DOUBLE the utilities. This is not an issue we ever had when we were paying our own utilities and is a failure on Vinebrooks part. They will randomly send the invoices for past months, and then expect us to pay it with rent the following month. When we called and talked to someone about this we were told that there is "nothing that can be done and to set aside an extra $200 per month to prepare" This is unacceptable as this is not in most peoples budget. For example: -in April I was sent invoices for both February and March Utilities (totalling almost $500) and expected to pay that all with June rent. -I was not invoiced at all for utilities in the month of January - I was invoiced twice in the month of February. This inconsistency is a failure on VineBrooks part and does not allow us to budget and can put us in a really tough financial spot. it is on them to make right Vinebrook either needs to charge a set $200 per month in utilities and write off the rest or go back to allowing residents to pay their own utilities to the cities. Or expect us to take legal action or go to the news.

  

  Business Response

  Date: 06/04/2024

  Dear Ms. ********,
  
  Thank you for your inquiry regarding the utility billings for your rental. We understand your concern about the billing process, and VineBrook is committed to assessing and posting bills to resident accounts as quickly as possible upon receipt.
  
  If you notice that two months of billing appear on your ledger within the same month, you can address this by calling our customer service team. They will assist you in making a payment for one water bill, in addition to your rent, administration fee, and pet rent, which should help with your reported concern.
  
  As you mentioned, your water bills average $195-$225 each month. Setting aside this amount in your checking or savings account each month will help you prepare for these charges. This proactive approach can alleviate budgeting concerns and ensure you have the funds ready to cover your water and sewer usage, as stipulated in the lease agreement, which is the tenant's responsibility.
  
  VineBrook, as the landlord, is required to manage utility bills for our portfolio. Unfortunately, there was a time when unpaid bills accumulated, resulting in shutoffs. To prevent this, we ensure the bills are paid promptly to keep the utilities turned on.
  
  We appreciate the opportunity to serve your housing needs and thank you for choosing VineBrook as your home!
  
  Best regards,
  
  VineBrook Homes

  Customer Answer

  Date: 06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  While you may pay the bills promptly you do not invoice tenants promptly. I am just now getting invoices for months prior. This is poor business management. you should only be billing one month at a time. Telling me to “set aside ____ amount a month” is not a reasonable solution, when one month I owe you $200 for utilities and the next month I owed you $500 because you failed to invoice me on time. Even though I “set aside the funds” that wasn’t enough to cover YOUR failure to invoice properly. 

  I was invoiced one month in May and two months in June, that was $600. How was budgeting $400 supposed to cover that? How do I make $200 magically appear? 
  

  Because I paid Hamilton Utilities on time, I know when their invoices come out. You should pay those and IMMEDIATELY invoice your tenants, not sit on them for months. I should not just now be getting invoices for 3 months ago. 
  this is unacceptable.

  on top of this, I was just sent an invoice for a month I already paid for so vinebrook is now trying to double charge. 
  whenever I call or email, I never get a response so reaching out to their so called customer service line is useless. they do not care about their tenants, only scamming us for every dollar they can and making sure we are put in a horrible position. 
  

  I demand they reimburse us for the months they double charged us, or look into adjusting their practices to charge a set price and write off the differences 

  This is unacceptable. 

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

  

  Business Response

  Date: 06/11/2024

  Subject: Response to Your Recent Complaint
  
  Dear *********,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced due to our billing practices.
  
  Upon investigating your complaint, we have identified that there was indeed an error in our billing process, resulting in you being overcharged. We will be issuing a refund of $228.70 to rectify this mistake.
  
  We understand your concerns regarding the delayed invoices and the impact this has had on your budgeting. We agree that our current invoicing process has caused unnecessary stress, and we are taking steps to address this issue.

  Your feedback is valuable to us, and we are committed to improving our billing system to prevent similar issues in the future. We will also review and enhance our customer service practices to ensure timely and effective communication.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter. If you have any further concerns or questions, please do not hesitate to contact us directly at [email protected].
  
  Best regards,
   
  VineBrook Homes

• Initial Complaint

  Date:05/29/2024

  Type:Product 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 had a property we were looking into renting, but the property was not suitable. The doors were hanging off the hinges. paint peeling, and an underlying mold problem. I asked for refund and the company send a fraudulent check. They claim there were protection measures for the check but each bank I have went to has claimed the check to be fradulent. Now, I can't get ahold of anyone in corporate or accounting.

  

  Business Response

  Date: 05/31/2024

  Dear ******,
  
  We are truly sorry to hear about your recent experience with VineBrook Homes and appreciate you bringing these concerns to our attention.
  
  Regarding your complaint about the property at **** ******** *** **********, we understand that you were dissatisfied with its condition upon move-in. We promptly agreed to release you from your lease and issued a refund for the $762.50 hold fee.
  
  Here is a summary of the steps we have taken to resolve this matter:
  
  1. Refund Issuance The refund check was initially issued on 5/7.
  2. Reported Issues: On 5/24, you informed us that the check was deemed fraudulent by your bank, and this was escalated to our Accounts Receivable (AR) and Customer Service departments on 5/28. You mentioned that the bank stated the MICR code could not be read.
  3.Internal Resolution Efforts: We immediately submitted Ticket 03588462 for further assistance. Our accounting department clarified that we use a fraud protection system called "Teller Positive Pay." This system ensures checks cannot be cashed without being issued through our banking portal, Pinacle. On 5/28, we re-validated the check through Pinacle to confirm its authenticity and ensure it could be processed.
  4. Final Resolution: Despite the previous difficulties, we have been informed that the check has now been successfully cashed.
  
  We understand the frustration this situation has caused and regret any inconvenience you experienced during this process. Please feel free to reach out if you have any further concerns or questions. Our goal is to ensure all our residents and applicants receive prompt and effective assistance.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  VineBrook Homes

• Initial Complaint

  Date:05/24/2024

  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 signed my move out paperwork before 30 into my lease being up. I have a message from management to pay rent up to my move out day. When I go to give them the keys they have me owing the entire month. I didn't even stay until my lease was up. I left on may 16th. Lease was up o. May 21st. The offices are not on the same page but they know hopefully this can mess up someone's credit especially someone that had no issues and lived in the house for 5 years.

  

  Business Response

  Date: 05/29/2024

  Dear *********,
  
  Thank you for bringing this to our attention. We apologize for any confusion and inconvenience caused by the billing error. 
  
  Unfortunately, your account was accidentally billed for a full 31 days for May's rent. We have since recognized this mistake. As you correctly noted, you vacated the property on May 16th, and your lease officially ended on May 21st. Our team has corrected the ledger to reflect only the 21 days of May that you were responsible for.
  
  Additionally, during the deposit accounting process, we assessed charges for painting and the final water bill. After these adjustments, we are pleased to inform you that you are set to receive a refund. This refund has been processed and put in the mail today.
  
  We appreciate your patience and understanding. Please feel free to reach out if you have any further questions or concerns.
  
  Best regards,
  VineBrook Homes 

• Initial Complaint

  Date:05/16/2024

  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.

  May 8th I received a letter from Indy eap for help on my bills they sent me a landlord affidavit I took it to office in Indy the 13th they told me to send to collections I sent it to them and they’re saying they can’t do it my lease is up 2 months and vinebrook is violating my lease by not helping me with simply filling out a paper stating which bills I pay and what I’m responsible for the office staff were rude and not helping at all I’ve been reaching out to different people I don’t owe anything my rent been paid I need help reaching corporate nobody is doing they’re job

  

  Business Response

  Date: 05/28/2024

  
  Dear ********,
  
  We regret to hear about your recent experience and appreciate the opportunity to clarify the situation. After speaking with your in-office team we have obtained more information about your case. 
  
  Initially, we could not complete the paperwork because it pertained to Citizens, which is under VineBrook’s name.
  
  However, once it was clarified that the paperwork was for AES, which is under your name (as the initial documents did not specify the utility company), we promptly completed the necessary forms. 
  
  We always strive to assist our residents and regret any inconvenience caused. For further assistance, you can reach out to our corporate office directly at [email protected]. 
  
  Thank you for your understanding.
  
  Best regards,  
  VineBrook Homes

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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 applied to one of Vinebrook's rental houses and my application was wrongfully denied. I believe I may be a victim of discrimination or the company simply didn't do their due diligence. According to Vinebrook's rental criteria, an applicant is allowed to have certain misdemeanors as long as they are not from within the past 3 years. When my application got denied, they stated it was because my criminal history did not meet their requirements. However, the only 2 criminal charges that appeared on my screening were a misdemeanor obstructing official business and misdemeanor drug abuse, both from 2017. Due to the type of offense and age of them, they should not be grounds for denial. This is according to Vinebrook's own rental criteria posted on their website. Therefore, they have no legitimate reason to deny my application, unless they are rejecting my application based on different criteria or simply discriminating against me. According to law, they must use the same criteria for ALL applicants to determine eligibility. I have reached out to both the screening company and Vinebrook's customer service and they both claim they can't help me. Vinebrook refuses to compare my background check to their rental criteria to see that a mistake has been made. If they can't provide an explanation for why I got denied despite meeting their rental criteria then I will be contacting a lawyer. I spoke to a woman from vinebrook named megan via email on 5/14/24 and 5/15/24 but she hasn't resolved this issue. I also emailed Tasha Blackmon on 5/15/24 but she also could not explain why I got denied despite meeting their criteria. I would really appreciate vinebrook to take the time and look at my screening report to see that it meets their requirements, despite RentGrow denying it. At the very least I need an explanation.

  

  Business Response

  Date: 05/22/2024

  Dear Ms. ********,
  
  I apologize for the frustration you are experiencing. Upon reviewing your BBB complaint, it was determined that your application was denied due to criminal history not meeting our property rental criteria. Below, I have included information about the property you applied for and the rental criteria.
  
  Our rental criteria, which were recently updated on 5/10/2024, state that applicants will be denied for felony or misdemeanor offenses, including but not limited to property and drug-related crimes such as sales, manufacturing, or distributing.
  
  All credit and criminal disputes are handled by RentGrow, a third-party screening company responsible for all VineBrook screening processes. It is my understanding that you contacted RentGrow, and they did not make any changes to the screening results.
  
  Without a reconsideration from RentGrow, the denial remains in effect. While this may not be the outcome you were hoping for, it is our firm's policy to comply with our rental criteria, which is why we rely on a screening firm to evaluate all applications fairly.
  
  Thank you for your interest in VineBrook Homes. We wish you the very best in finding your next home.
  
  Sincerely,
  VineBrook Homes