Complaints

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

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

• 

  Invitation Homes

  3600 Lime St STE 721 Riverside, CA 92501

• 

  Invitation Homes

  7702 E Doubletree Ranch Rd Scottsdale, AZ 85258

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  Invitation Homes

  5619 Dtc Pkwy Ste 105 Greenwood Village, CO 80111

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:06/10/2025

  Type:Product 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 Nov 20th 2024 I provided the assist property manager ***** ******** of invitation homes an email stating that I had vacated the property and that they could take possession of it per her request. On Dec. 26th 2024 Invitation Homes filed eviction paperwork, knowing that I had already vacated the property. This had damaged my credit and I believe that it was done with malicious intent. As the company knew our should have known that I had vacated the premises.I attempted to resolve this issue with them directly and was told by Ms. ********* via email that she not discuss the issue with me because it had been referred to collections.

  Business Response

  Date: 06/16/2025

  Invitation Homes has received and reviewed ****** Days complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team connected with ****** regarding the concerns with their past account. We addressed all concerns and provided updates in addition to the requested information. ****** was satisfied with our resolution and advised that they will proceed with the next steps and reach out to the necessary parties.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/05/2025

  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.

  Several issues have arisen since my move in on 6/1. Firstly they attempted to double charge me rent for June after having already paid the first months rent in the move in fees. Secondly several maintenance issues that were indicated would be handled prior to move in have prevented us from taking up residence in the property. The ** has been inoperative since our move in date of 6/1 and we have received close to no communication about the status of the repair. (Other issues include but are not limited to broken fencing, damaged floor and trim, and poison ivy throughout the yard). We have a dog and two cats that cannot be in the property during the day with no working climate control. Every call made has ended with the promise someone will call back and so far we have received none regarding the **. There is no direct line of communication to the local office. When asked for the local offices number, one was provided, however the number is for the national help line. We are now on day 5 of being unable to move into a home that we have paid to be able to rent. We are seeking a credit of a minimum of $315 (for the current days we have been unable to move in). We also seek direct communication with the property manager to prevent these issues in the future. Thank you. Any additional information needed I can do my best to provide.

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ****** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team contacted ****** to discuss the status of their open work orders. The **** repairs are scheduled, and we will remain in contact with ****** until their concerns are resolved.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/05/2025

  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.

  For starters, we were wrongly charged $75 for damage done to the frame on our garage door. Like I wouldnt have taken care of it if we had done it? We werent able to do the move-in inspection, or I would have noted the already broken AND already attempted to have been fixed frame. I dont even know how someone would have cracked it in the first place. I sent an email to Invitation Homes to dispute the charge like I was told to, and never received a response. I had to call and email numerous times. Then I finally get a call from Jasmine saying the charge is going to stand because there is damage to the door frame. EXISTING DAMAGE E WE DID NOT *********, we were hit by lightning the beginning of April, which of course caused a lot of issues in the home. The main problem being the electric/wiring. In the maintenance order, I included everything that was wrong: two bedrooms had no power whatsoever, no porch light, hallway and kitchen lighting and outlets didnt work, not the garage outlets and door, and even the dryer outlet. We didnt even know if it was safe to be in the house. Someone came and replaced the breaker for the two bedrooms, but said that he had not been authorized to do anything else. From there it takes an entire month, many phone calls, emails, and even sending both a first and second notice of request for repairs to finally be taken care of. In that time, we werent even able to do laundry or cook properly; how are you supposed to cook in a dark kitchen? Mind you, I am a disabled vet with depression and anxiety and also a stay at home mom of a toddler, so it hindered every day normal life severely. Then it takes yet another month trying to get ahold of them for a concession on my rent since I pay $2,000 a month, that I wasnt able to use half of for an entire month. Finally, they put a measly $100 credit that is then negated by a $100 late fee because they didnt want to call me back until two days after rent was due.

  Business Response

  Date: 06/16/2025

  Invitation Homes has received and reviewed **** Kealhofers complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  ****** **** (Director of Operations) and ****** States (Regional Maintenance Manager) reviewed Leahs complaint. We reviewed the cause of the work order and electrical issue at the home. It was determined that the issues was the result of a weather event. We do not apply concessions for issued caused by weather that impacts the home. We worked with our vendor to attempt to resolve to restore power. We reviewed the prior $75 chargeback, and it was approved to credit as a one-time courtesy and the late fee was also credited as a one-time courtesy.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/03/2025

  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.

  We recently made the decision to move here and officially became residents on May 19, 2025.We are currently renting a home in the ********************* at **********************, which is owned and managed by Invitation Homes. Since we moved in we have encountered some significant issues with our rental property When we arrived, the home was in such poor condition that we had to immediately hire a professional cleaning service. Unfortunately, cleanliness was just the beginning. In the short time we have been here, we have submitted at least 10 work orders. The more serious concerns include:Broken kitchen cabinets A non-functioning dishwasher A constantly running toilet A master bathroom bathtub that does not drain properly (it appears to be a structural issue, not a clog)A leaking sink in the master bathroom A leaking front door An active roof leak in the garage Right now, the master bathroom is essentially unusable. Three of us are having to share a single bathroom, and only one of the two sinks in the master even works. Because of the roof leak in the garage, we cannot park inside and have had to leave our vehicles exposed to the elements.A roofer did come out recently, but we have not received any updates since. I have emailed our property manager as well, but have yet to receive a meaningful reply. All I was told was to submit a work order, which I have.

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ****** Riverasotos complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team is in process of addressing Nelsons work orders created upon move-in. The main concerns are related to plumbing, which are scheduled to assess. We will remain in contact with ****** until the work is resolved.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/03/2025

  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.

  Invitation Homes has been taking excessive delays in addressing urgent repair requests at my residence under Invitation Homes. As a multi-billion dollar company, it is unacceptable that safety concerns and essential household appliances are not being resolved in a timely manner. On **May 15, 2025**, I submitted a repair request for **broken wood and large exposed nails**, which pose a **severe fall hazard**. As of **June 3, 2025**, this hazardous condition remains unresolved because Invitation Homes continues to have the vendor submit new quotes instead of promptly authorizing necessary repairs. Additionally, my lease **explicitly includes a working dryer**, yet when my dryer failed on **May 24, 2025**, no one was sent to assess the issue until **June 2, 2025**a delay of nearly **ten days**. Upon evaluation, it was determined that the dryer must be replaced. Rather than immediately providing a replacement, Invitation Homes has insisted on a **lengthy and inefficient approval process**, requiring the vendor to submit a quote, await approval, then order a dryer, then coordinate delivery, and then schedule installationwithout offering a clear timeframe frame for the repairs. They need to 1 follow the landlord tenant laws for the state of Illinois for urgent/ safety repairs. Also come up with a better system on getting repairs fixed.

  Business Response

  Date: 06/12/2025

  Invitation Homes has received and reviewed ******* ******* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  The local management team contacted ******* to apologize for their experience and immediately escalated the work orders for the railroad ties to be removed and the dryer replaced.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/02/2025

  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 am writing this complaint as a former tenant of Invitation Homes in the ***************** area, where I leased a home for over two years. My experience with the company post-tenancy has been deeply frustrating and unprofessional.After vacating the property, I attempted to resolve a disputed issue regarding charges and account status. I was in consistent communication for several months with ******** *****, a local *** representative. During our correspondence, Ms. ***** stated that someone from the company would follow up with me to resolve the matter. That follow-up never occurred.Following Ms. ******* lack of response, I attempted to contact Invitation Homes' corporate office numerous times, leaving several messages and emails, none of which were returned. To make matters worse, I recently received a notice from Fair Collections and Outsourcing (***), a third-party collection agency, claiming I owe a debt with a deadline of June 3, 2025. This was the first notice I received from any collection agency regarding this issue, despite my proactive attempts to resolve the matter directly with ************************* is unacceptable that after two years as a paying tenant, I am met with silence, poor communication, and ultimately a collection notice. The lack of accountability and transparency from Invitation Homes has left me with no choice but to file this complaint. I no longer recommend this company to anyone considering renting from them.Tenants deserve to be treated with respect and integrityqualities that have been noticeably absent in my dealings with Invitation Homes. It is my hope that this complaint will prompt a review of internal practices and lead to an appropriate resolution of my case.Desired Resolution:Immediate removal of the account from collections Written confirmation of account closure or accurate final billing A formal apology acknowledging the lack of communication and mishandling of my account.

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed **** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team connected with ****. The disputed charges had already been reversed and are not included in the outstanding balance. It was clarified that the remaining balance is due to their early move-out on December 15, 2024, prior to their lease end date of January 26, 2025. We have agreed to withdraw the account so **** can remit payment directly to us in monthly installments over four months.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/02/2025

  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 contacted invitation homes to find out what we needed to do to terminate our lease early - as dependent on what it would cost us to break it would determine what we were going to do. I spoke with someone in their call center who told me 30 days and one extra month of rent. We decided that was fine and proceeded to purchase a house. I submit our notice and received and email that it was 60 days notice and 2 months of rent. I called and explained that wasn't what I was told, and requested they review their recorded call log. They stated since it wasn't in writing it didn't count. I proceeded to contact them repeatedly requesting for someone to reach out to me. At this point I was only emailing based on the fact they told me the calls don't matter. I reached out to 5-6 different people upwards of 20 times. The only response I received was telling me to talk to someone else. Meanwhile the house wasn't up to code for the last 6 months we lived there and I had reported that multiple times. They broke the lease agreement by not fixing the issue and leaving my family in an unsafe environment. They sent us to *** for collections, I contacted them and explained all of this but Invitation Homes is still stating they are trying to charge us upwards of $5,000.

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ***** Larsens complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team connected with ***** to discuss their early termination request. As a gesture of good customer service, we agreed to waive half of the early termination fee. We also advised ***** that they were provided a concession for the maintenance issues and that we will remove the cleaning fee.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/02/2025

  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.

  I am a renter with invitations homes.the company is scam I can talk to anyone about fee that was add to my account

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ******* Elstons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team left a voicemail and emailed ******* but has not been able to connect yet. The *** fines are correct and were incurred as their vehicle was parked in the street, which is a violation of their ***s rules and regulation. We emailed ******* a copy of the notice which shows the fines were incurred at $25.00 per day and we also provided a copy of the *** ****** showing the total amount.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/10/2025

  I am rejecting this response because:   The paper work they provided is fraud paperwork the dates on the paperwork they sent me was dated 2017, 2018 2019. I missed their call today and tried to call them back 10 minutes later only to get that no one can come to the phone I l left a message and no one has called back yet.

  Business Response

  Date: 06/13/2025

  Invitation Homes has received and reviewed ******* Elstons complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  The local management team contacted ******* and advised that the *** chargeback has been removed from their account.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/01/2025

  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.

  On May 17th, I received a Utility Statement with a total balance of $1,361.69. I reached out to both Invitation Homes and the utility company to address this matter, as I have paid an average of $100 per month towards utilities in total since moving in in October of 2023. Despite multiple attempts to resolve this matter directly with Invitation Homes the matter is still unresolved. I have reached out to their customer support line several times as their is no direct contact number for their *************** Each time I was assured the matter was being escalated. However, I have not received any legitimate communications from their team aside from a customer support representative stating that the bill was not reflecting on my account. The utility company has confirmed that Invitation Homes has not responded to their inquiries either, indicating a lack of action on their part.This unresolved billing dispute has caused me significant stress and concern. My current account balance is now over $2000 and again I still have not received communication from Invitation Homes.

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ******** ****** Carsons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  ****** **** (Director of Operations) and ****** ******** (Portfolio Director) reviewed Charlenes complaint and worked with the billing team to address their concerns. The billing team is reviewing the charge with the utility district. While under review, the charge is on hold, allowing payment to proceed as scheduled.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/01/2025

  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.

  We have been tenants of Invitation Homes at **************************************************************** for over 5 years. After Hurricane ******, our roof suffered damage that Invitation Homes did not repair for over six months. This caused severe water damage to our master bathroom and the patio ceiling, which is now unstable.Additionally, we have had an ongoing rat infestation, including rat feces, a dead rat in the wall, and maggots falling from the bathroom vent. Despite repeated service requests, they canceled scheduled pest control visits and failed to conduct a full assessment or extermination until after the roof was repaired. We have dealt with a rat infestation for over 6months. Now, they are attempting to raise our rent for lease renewal without addressing the water damage, unsafe ceiling, or infestation. This is unacceptable and violates basic standards of habitability and fair business practice.Desired Resolution:Immediate repair of the water damage, and structurally compromised ceiling Full pest inspection and extermination, including attic and interior walls Rent credit for uninhabitable conditions

  Business Response

  Date: 06/10/2025

  Invitation Homes has received and reviewed ******* Thompsons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  We are working diligently to respond appropriately to all matters. We have provided an update with a plan to address the remaining repairs at the property and will maintain communication as we work through those repairs. We will provide a final update once all the work has been completed. We are committed to collaborating with the residents to find suitable solutions within our policy framework and encourage them to contact our team with any further concerns.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.