Business Profile

Real Estate Rentals

Invitation Homes

Headquarters

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Complaints

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

Customer Complaints Summary

1,743 total complaints in the last 3 years.
729 complaints closed in the last 12 months.

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Submit a Complaint

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:03/31/2025
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.
I was told by my portfolio manager to send in a payment via mail and send the tracking number I did as I was told on march 27 I was presented with a dispossesory from the sheriff officer.The office is closed and I have yet to hear from anyone at the office Im scared I have 5 kids and have called enormous times to speak with some one about this matter I dont know what is the next step
Business Response
Date: 04/02/2025
Invitation Homes has received and reviewed ******* Jacksons 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 advise we received their payment and have cancelled the eviction.

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:03/31/2025
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.
Hello,We recently moved out of *************************************** and received a balance for move out charges. We meticulously maintained this property and left it better than we received it upon move in. During the pre inspection visit we were told by the associate that the property is in very good condition and the only things we needed to do was remove the last couple of items of furniture we had and we would get back our security deposit. All aspects of the pre move out inspection were complied with. Attached are photos of how we left the property as of move out yesterday March 30th 2025.Furthermore we can see that these charges were made before anyone ever entered the property today as we still receive notification when the door has been opened. Door was opened at 12:58PM and charges were somehow calculated before this?We require itemized receipts of how each and every charge was ******* this time we have been charged our entire security deposit.
Business Response
Date: 04/07/2025
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 ****** regarding their concerns. The deposit accounting has not yet been finalized, and ****** will be notified once the final statement is completed. At that time, ****** may reach out to our team directly to address any potential disputes.

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: 05/02/2025
Have not received Security deposit of $902.34 as of 5/2/2024 Home was moved out of 30 days ago. Attached is the letter sent to me from invitation homes saying they owe ******* and I $902.34

Business Response
Date: 05/02/2025
Invitation Homes has received and reviewed ****** **** 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 ******* to advise that their refund check was mailed on April 29, 2025, and to allow up to 7-10 business days to receive payment. If they do not receive the payment by Friday, May 9th, we ask that they contact us and we will begin the process for a stop payment and reissuing a new check for overnight refund.

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:03/31/2025
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.
I currently rent from this company. I pay a $40 smart home fee for my ring door bell and thermostat. The ring door **** has not worked in almost 2 months. I have had spectrum come replace the router still not working. I have contacted the company several times no help. They sent a maintenance guy out here who says there is nothing he can do. I left voicemails no response. Maintenance worker closed the work order without completing work. He advised the company to replace the doorbell and no replacement. Please help this company sucks!!!
Business Response
Date: 04/07/2025
Invitation Homes has received and reviewed Kivonna Taylors 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 were able to connect with Kivonna via phone and scheduled an appointment for one of our maintenance supervisors to come out and assess. The supervisor was able to replace the Ring doorbell, and it promptly connected to the internet.

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: 04/07/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/31/2025
Type:Order 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.
Resident at this location 11 years. Invitation Home had my utilities cut off without my permission. Am I knowing started adding those utilities in with my rent amount I had to go and get my utilities turned back on in my name so now I am paying the utility utility Provider and Invitation Homes and I have sent them statements of where Im paying the bill and yet they are still continuing to charge me for those same bills and utilities added in my rent.. im a section 8 reciprocate at the **** section 8 involved. Invitation Home has taken some of the utilities payment out of my rent amount, but continue to add sewage and water in my rent amount in which I am paying ****************** for water and sewage as well. Invitation Home refused to allow me to get the trash. Gfl put back into my name as a result. I am paying Invitation Home $57 a month versus *** the trash provider only charges $30 a month. I usually pay Gfl $90 every three months as I have done for the last 11 years Invitation Home will notallow me to switch back to my Trash provider of my choosing. which charges me less than what they are charging me through their provider.This is causing a hardship on me to provide food and clothing for my five children because I am spending all my money on paying utilities twice through Invitation Home. I pay and through the utility companies I pay, and they have not discussed reimbursement of the months I have paid both of them and the utility companies.Theres no way around it because Invitation Homes have these utility charges already added in my rent and on their website it does not allow you yo deduct those charges. So you have to pay them as well as paying the same bill you receive from the actual utility provider as well
Business Response
Date: 04/09/2025
Invitation Homes has received and reviewed ******* Harrisons 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 advise that we contacted our third-party utilities vendor, Conservice, to advise that ******* is allowed to have their utilities in their name and that utilities are being cancelled under the Invitation Homes name. ******* will need to set up utilities in their name. We also asked for utility billing statements to show the utilities we billed for are in the resident name and have been paid. Once we receive these, we can provide a credit for the utilities that were already paid.

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:03/29/2025
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.
Move-in Date: February 26, 2025 Complaint Summary:I am filing this complaint due to several unresolved maintenance and service issues at my rental property, despite being a returning resident and making multiple requests for support.Issues:Internet service not accessible: I was never provided setup information, yet Im being held accountable for billing on services never used or *********** front door key provided: Only a backdoor key was issued, raising serious security concerns.Refrigerator is too small: The provided unit is significantly below the standard size for a family home. We are unable to store adequate food.Delayed fence repair: This wasnt resolved until March 28, over a month after ********** follow-up on promised application credit refund as a returning resident.While the stove issue was resolved on March 15, other major concerns remain open and continue to impact my households quality of life.Requested Resolution:Cancel internet billing agreement or provide setup instructions and reimburse for cancellation on current service before further charges are made.Issue a front door key immediately for home safety.Replace refrigerator with a standard-sized unit suitable for a family.Provide the application credit refund promised to returning residents.A formal apology and improved communication process and reimbursement of $500 for having to eat outside the home due to no stove.These issues have caused financial strain, safety concerns, and day-to-day hardship for my family. I am seeking immediate resolution to avoid escalation.
Business Response
Date: 04/07/2025
Invitation Homes has received and reviewed ****** Jacksons 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 ****** and created two work orders: one for the front door lock issues and one to replace the weather stripping. Both work orders are scheduled for April 11th. The fridge provided in the home is a 21-cubic foot fridge and a standard fridge for a home.

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:03/28/2025
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.
When we signed our first least they did not inform us that we would be paying for a ring system monthly till after we signed our lease. We have had nothing but problems with the air conditioning and heat system since weve moved in every other month we have to have someone come fix the system which has caused our light **** ***** to almost $700 which Invitation Homes refuse to help us with because they say they have no cause in the issue. We have had nothing but issues with the hot water heater as well since weve moved in too which of course caused our water bill to rise which they would not let us put in our names (the water bill) they had to keep it in the company name along with the trash, and sewer. When it was time for us to resign our lease we were forced to have spectrum added to our lease but we are not aloud to add or remove anything from the account which is very unfair to all of us! They make us pay for insurance when I have already sent them more then 6/7 times the declaration pages of the insurance that we pay insurance on the home already but yet they still keep charging us for insurance! They have chargeback charges on ALL of our bill since day one of moving in to this home and I do not understand how we could have chargebacks when we have never been late on any of our payments!!
Business Response
Date: 04/07/2025
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 resident, ********, has lived in the home since June ********************************************************************************** the lease agreement. The Spectrum package was presented at their renewal in June 2024, which is Invitation Homes policy, and ******** has been paying for the service since that date. As a gesture of good customer service, Jennifers account was credited three months of service fees. Additionally, their water heater and HVAC unit were replaced. ******** confirmed that they changed insurance providers; however, they did not provide the new policy. The new insurance policy was provided to Invitation Homes in April 2025.

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:03/28/2025
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.
I have been living in a home rented through Invitation Homes since May 2021. During my time there, I have experienced significant issues with getting things fixed and responses from the company. I have also been charged for fees that are not connected to the responsibility of the tenants. Our fence to our backyard has been broken since being at the property and has gotten progressively worse over the year. I have created multiple maintenance requests and they have come out, looked at it and then said it was fine and once changed one plank of wood. My husband has been fixing the fence with wood that we have from our daughter's old baby bed. My small dog has gotten free multiple times (and at least 3 times this week). My youngest daughter has gotten out by leaning on the door. There has been air seeping in under my bathroom sink since 2021 and they have not addressed it. It runs my electric bill up. They have been unresponsive regarding a reimbursement for an increased water bill for 3 months due to a 5/10 of a leak in my home and running toilets (that they did fix). There is obvious black mold by my back door (we've been told they don't address aestetic issues only issues when things do not work. They have charged me a fee for changing a filter when the air system went out (however, they fixed air last year and added a new air duct but never sent the filter for the new duct after I've requested it multiple times). We are charged a $10 fee monthly for air filters and never received the updated ones. My husband has been purchasing them from **********). When we moved into the home the home was painted (obvious lime where they painted with different color paint and spits where they covered small areas they fixed). They have charged me late fees for rent when they hadn't opened up the portal for me to pay rent. I was charged for a broken window that was broken during a storm.
Business Response
Date: 04/09/2025
Invitation Homes has received and reviewed ***** Easts 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 Kareika ****** (Portfolio Director) reviewed Mistys complaint on 04/04/2025. After reviewing it was determined we would credit the April late fee, 12 months of filter services, and remove the maintenance chargeback. We are requesting that ***** provide statements for utility overages so we can review to determine if any additional credits should be applied. Once received, we will review and provide updates to ***** on reimbursement. We have addressed the lack of communication with our maintenance supervisor to ensure this does not happen again moving forward. We apologize for this inconvenience.

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: 04/14/2025
I appreciate the response from the Business. I do accept what they have offered in regards to those specific issues. However, I did not have enough space to fully write my entire complaint. I was also charged monthly $15.95 since 2021 for home insurance when I've had home insurance for the entire time minus one month or two. Last year when I noticed this and brought this us, they reimburses me $9. They switched who manages their insurance and can no longer access my files back to 2021 regarding my insurance, however, I do have the documents from State Farm and Progressive that shows I had insurance.. Also, in response to the high watwr bill, I have sent ******* ********* and ****** and other maintenence workers an email with the break down of my water bills when they were extremely high. I am currently completing a work request to inform the business of standing water right outside on the side of the home (water seems to be coming up from the ground) as a courtesy to help maintain their property. My husband found this while walking through and mowing the lawn.
We had our move out walk through and I am hopeful that we will not be held responsible for things that we did not mess up (I .e. Old and worn carpet, bad paint job(s), garage oil stains-we've never parked our cars in the garage, etc.).
Customer Answer
Date: 04/14/2025
I am rejecting this response because: Please see my response entitled "more information".
I am also requesting a review of the home owners insurance I was charged $15.95 a month since 2021. I've been in response with people since, but they gave me a $9 reimbursement because they could not see my account due to them switching companies who manage their home owner's insurance.
Also, I have sent many emails with my water bills as requested those to compare normal bill versus high water bill including when written notice from utility company when I requested a review due to nJor increase in water bill.
No one talks about the added stress that comes with having to work full time, try to get people to respond to you and having to try and fight to not be mistreated or at least to be heard. Invitation Homes will harass and sned multiple emails to get their fees but will literally ignore all of the messages that are sent for help (and help to maintain the upkeep of their home, might I add). It has been a difficult time. I think this company could be graleat if they listened to their tenants and asked more questions and tried to trust. Glad to know they are going to come and fix the fence (they finally responded to a lot of my work requests now they we are scheduled to be out on 4/23/25. That was a slap in my face because the safety of my child and dog did not matter enough to just pay and fix the fence-lease says that is the company's responsibility. I thank God for their safety and that he opened doors to a new beginning. It would be nice for the company to offer something because of all the extra work to try and get help, too.

Business Response
Date: 04/17/2025
Invitation Homes has received and reviewed ***** Easts complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

Kareika ******, Portfolio Director, contacted ***** to discuss their recent rebuttal. During the review, Kareika identified previously approved credits that had not yet been applied to Mistys account. Kareika proceeded to apply the appropriate credits and reviewed each one in detail with *****. By the end of the conversation, ***** expressed satisfaction with the resolution and the updates made to 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.
Initial Complaint
Date:03/28/2025
Type:Order 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.
Our dog died on 11/26/24. We let Invitation Homes know and signed an updated pet addendum to our lease verifying his passing. Since then, Invitation Homes has continued to charge us $40 a month for our deceased dog. We have called, emailed, left messages, texted - all to no receive no response. It's insulting, cruel, and downright gross that they continue to collect money for a pet we tragically lost.
Business Response
Date: 04/07/2025
Invitation Homes has received and reviewed ******* Carpenters 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 in the process of reaching out to ******* regarding the concerns expressed. We will continue our efforts to ensure that these matters are addressed appropriately.

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: 04/07/2025
I am rejecting this response because while they have written a response here, I have not been contacted. In fact, I've been charged yet another month's rent with our Maverick still included at $40 per month. That's a total of $200 in dead dog rent. I wholeheartedly reject their response because it's inefficient, inaccurate, and remains incredibly offensive.
Business Response
Date: 04/14/2025
Invitation Homes has received and reviewed ******* Carpenters complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

We have completed Hillarys account review and have issued a credit to resolve this complaint on 04/14/2025.

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: 04/14/2025
I have reviewed the business response and accept this resolution. Thank you for handling the credit, Invitation Homes.

Initial Complaint

Date:03/26/2025

Type:Order Issues

Status:

Answered

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 a tenant with Invitation Homes since 2018 and have always paid my rent on time. However, I am now dealing with a serious structural issue at my rental property due to a confirmed sinkhole beneath the driveway. The issue began on 02/14/2025, when an 18-******* damaged the driveway, exposing the unstable ground. Multiple inspectionsincluding those conducted by Dekalb County officialshave confirmed that this is a larger residential issue affecting the entire street, not just my home.Despite this, Invitation Homes has failed to take appropriate action. Maintenance requests were canceled, and instead of addressing the structural problem, a team was sent to simply fill the hole with dirt, which did not resolve the issue. The home continues to sink, causing foundation damage, a splitting driveway, and a garage that is visibly separating from the structure.I have repeatedly contacted Invitation Homes to request a transfer to a safe property, but I have received conflicting information, been ignored, and even hung up on by a representative. Now, after over six years as a loyal tenant, I am being told I must pay a $1,500 transfer fee, application fees, and a new deposit just to move to a habitable homesomething that should not be my financial responsibility as the unsafe conditions are beyond my control.Georgia landlord-tenant law requires landlords to provide safe and habitable living conditions, which Invitation Homes is failing to do. I am seeking an immediate transfer to another property without paying any additional fees, as my current home is no longer safe to occupy.I am filing this complaint because Invitation Homes has shown a lack of urgency and concern for tenant safety, and I want to ensure they are held accountable for their failure to provide adequate living conditions.

Business Response

Date: 04/02/2025

Invitation Homes has received and reviewed Atiana Carrolls 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.

Due to the extensive repairs needed at ******* home, we approved a maintenance transfer to a new home. To support this transition, we are waiving the transfer fee. Atiana has been introduced to their Renewal Specialist, who will assist them in identifying available properties and facilitating the transfer process as quickly as possible. We understand the importance of ensuring a safe and habitable living environment, and we are committed to working with ****** to make this transition as smooth as possible. Our team will remain in contact with them to provide updates and support throughout the process.

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: 04/14/2025

Thank you for allowing me the opportunity to respond to Invitation Homes message regarding my complaint.

While their statement may appear cooperative on the surface, it does not reflect the reality of what my family and I have enduredor the condition of the homes we have been placed in by this company.

Here are the key facts:

The original property had a confirmed sinkhole, causing the driveway, foundation, and garage to collapse. Despite my consistent maintenance requests, it took weeks for any action, and even then, the repair consisted of dumping dirt into the hole, which did nothing to stabilize the structure.
After weeks of being left in a hazardous home, I was offered a maintenance transferbut was still required to continue paying full rent during the unsafe living conditions.
The new property we were moved into has proven to be just as dangerous and uninhabitable. Since moving in, we have encountered:

Mice, snakes, brown recluse spiders, and wasps, requiring me to pay $140 out-of-pocket for emergency pest control.
A non-functional refrigerator.
Puddles of water emerging between the kitchen and living room walls.
Exposed and live electrical wires in the attic, which pose a major fire hazard.
Burnt electrical outlets and one room with no electricity due to incomplete wiring.
An AC unit that runs constantly but fails to cool the home.

Despite reporting these issues, the response from Invitation Homes has been dismissive at best. What they describe as a solution is not a real solutionits a continuation of the negligence and unsafe housing conditions I have already endured. Theyve essentially moved me from one uninhabitable home to another, leaving me to cover the additional costs myself.

Georgias Safe at Home Act (HB 404) and basic landlord-tenant laws require that properties be safe, sanitary, and habitable. Invitation Homes has failed to meet that standard in both homes theyve placed me in.

I am asking that this matter not be considered resolved until Invitation Homes provides an actual safe, fully functioning homeor a full release from the lease, with any associated fees waived, and reimbursement for the costs I have incurred due to their neglect.

I am happy to provide photographs, invoices, inspection reports, and correspondence to support everything outlined above.

Thank you for your continued attention to this matter.

Customer Answer

Date: 04/15/2025

While their statement may appear cooperative on the surface, it does not reflect the reality of what my family and I have enduredor the condition of the homes we have been placed in by this company. The original property had a confirmed sinkhole, causing the driveway, foundation, and garage to collapse. Despite my consistent maintenance requests, it took weeks for any action, and even then, the repair consisted of dumping dirt into the hole, which did nothing to stabilize the structure. After weeks of being left in a hazardous home, I was offered a maintenance transferbut was still required to continue paying full rent during the unsafe living conditions. The new property we were moved into has proven to be just as dangerous and uninhabitable. Since moving in, we have encountered: Mice, snakes, brown recluse spiders, and wasps, requiring me to pay $140 out-of-pocket for emergency pest control. A non-functional refrigerator. Puddles of water emerging between the kitchen and living room walls. Exposed and live electrical wires in the attic, which pose a major fire hazard. Burnt electrical outlets and one room with no electricity due to incomplete wiring. An AC unit that runs constantly but fails to cool the home. Despite reporting these issues, the response from Invitation Homes has been dismissive at best. What they describe as a solution is not a real solutionits a continuation of the negligence and unsafe housing conditions I have already endured. Theyve essentially moved me from one uninhabitable home to another, leaving me to cover the additional costs myself. Invitation Homes has failed to meet that standard in both homes theyve placed me in. I am asking that this matter not be considered resolved until Invitation Homes provides an actual safe, fully functioning homeor a full release from the lease, with any associated fees waived, and reimbursement for the costs I have incurred due to their neglect.

Customer Answer

Date: 04/17/2025

I am filing this complaint against Invitation Homes due to unsafe living conditions in my current rental and an unresolved billing issue despite full payment and a lease transfer agreement. On April 2, 2025, I received written confirmation from Invitation Homes approving my maintenance transfer with no penalty and confirming that my $1,175 deposit would be transferred to my new home. I was only responsible for the deposit difference, which I paid along with prorated rent on April 8. I moved into the new property at ***************************************************************** on April 10. On April 11, I received a call stating I owed a balance. Despite following up immediately, I was notified on April 15 that my account shows a balance of $1,442.77. This directly contradicts the lease agreement and all confirmations I received from Invitation Homes staff. The new home is also not in livable condition. The **** system does not function correctly, resulting in extreme indoor temperatures. There are no screens on the windows, and multiple wasp nests are present, making ventilation unsafe. The refrigerator is inoperable. Water is leaking between interior walls. One bedroom has no power due to unconnected wiring. Several outlets are burnt, and there is exposed live wiring in the attic. There is also visible mold in the shower caused by a construction defect. I paid $140 out of pocket for pest control due to infestations of brown recluse spiders, rodents, and wasps. Several maintenance requests have been submitted but were either canceled or ignored. I am requesting to be released from my current lease without penalty and to receive a full refund of all fees paid, including deposits, rent, and pest control expenses, due to Invitation Homes failure to provide a safe and habitable residence and their breach of the lease terms.

Business Response

Date: 04/18/2025

Invitation Homes has received and reviewed Atiana Carrolls complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

We have been in direct contact with Atiana to address their concerns. We informed them of the pending money transfer from their previous residence to the new home, which is currently in process. Our team is actively reviewing their account to ensure that all lease terms and financial commitments are accurately reflected and resolved.

Additionally, our maintenance team is working diligently to address the outstanding issues reported at the property. This includes coordinating with our pest control vendor to fully resolve the pest concerns, as well as scheduling repairs for the **** system, refrigerator, electrical issues, and water intrusion.

We understand the seriousness of Atianas concerns and remain committed to providing her with a safe and habitable living environment. We will continue to work closely with them until the matters are resolved.

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: 04/22/2025

I am rejecting this response because: Is it possible to keep this case open for 30 days? Invitation Homes stated they are in the process of repairing all issues, but they just started repairing on 04/17/2025. Majority of the repairs will not be completed until 05/29/2025.

Warm Regards,

Atiana *. *******

Customer Answer

Date: 04/28/2025

The complaint is marked as rejected when that is not the case. I was asking for the opportunity to have an extension of time as they are still making repairs.

Customer Answer

Date: 06/12/2025

Thank you for your continued attention to the complaint filed regarding my experience with Invitation Homes.
To provide an update:

Most of the issues reported have now been addressed. Specifically:

The flooring was replaced on June 11, 2025.
Exposed electrical wires and pest control concerns were resolved in May 2025.
The shower door is scheduled to be replaced on June 13, 2025.

However, the **** system continues to be a significant concern. Despite multiple repairs, it has broken down again and is currently undergoing another repair. Given the repeated failures, a full system replacement is both necessary and reasonable at this point.

While I appreciate the progress made on the other issues, I am still awaiting a final resolution on the **** matter. I hope Invitation Homes will take appropriate steps to ensure long-term functionality and habitability.

Customer Answer

Date: 06/23/2025

A licensed **** techniciandispatched by Invitation Homesadvised that the entire **** system needs to be replaced due to its inability to regulate the homes temperature effectively. Despite this professional recommendation, Invitation Homes has refused to move forward with a full replacement.
As it stands, the **** system fails to cool the home consistently, and runs nonstop throughout the day in an attempt to manage temperatures consistently over 90 degrees. This has led to extremely high electricity bills, even though the system is not functioning as it should.
I was informed by Invitation Homes that they require three months of electricity bills in order to assess and process a reimbursement. However, since moving in on April 11, 2025, the **** system has been repeatedly repaired and continues to underperform. It is unclear how an accurate usage comparison can be made when the system has never operated properly during this time frame.
I respectfully request that Invitation Homes not only take immediate steps to resolve the **** issue with a full system replacement, as recommended by their own vendor, but also honor their commitment to reimburse electricity costs that have escalated solely due to the systems inefficiency.

Customer Answer

Date: 06/27/2025

Hello,

IH will not fix the **** system at all. The house is hot and humid, we do not have access to open any windows because there arent any screens. A vendor quote was put in yesterday, and marked as completed the same day. No one came out to fix it. Just received the quote then marked as complete. Please help us. This is inhumane especially in 90+ degree heat.

Business Response

Date: 07/01/2025

Invitation Homes has received and reviewed Atiana Carrolls complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

Since receiving her concerns, we have made several attempts to contact Atiana directly in order to further discuss and resolve the matter, but unfortunately, we have been unsuccessful in reaching them. We ask that ****** returns our contact attempts at their earliest convenience.

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: 07/01/2025

I received a phone call from ****** *****, property manager of my previous residence. Apparently my information was still listed under that property. However, this has been the only attempt of contact. No one, outside of ****** *****, has reached out via phone or email. Decara did state that she has fixed the information within the portal and would speak directly to my current property manager to see if she can help expedite the process. The **** company will be coming out today, but there arent any plans to fix the **** system at this time.

Customer Answer

Date: 07/01/2025

**** vendor came out and stated the entire system needs to be replaced. No repairs or work completed today. Still without working HVAC (not at the fault of vendor, but because he knew to submit the quote in and wait for ** to respond).

Initial Complaint
Date:03/26/2025
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.
Sent emails on 2/11/25, 2/17/25,2/21/25, 3/1, 3/22/25, 3/24/25 and have not received any response from invitation homes. Also have made several phone calls only to leave messages and no one calls back.There are a few issues I am experiencing but no one will respond.1. I had a dispute with my security refund from previous rental ( I have since transferred to a new rental). I am being charged $431.25 for lanai screen damage that was caused by Hurricane ****** in fall of 2024. I have submitted two maintenance requests and was told on multiple occasions I would not be responsible for this charge. This was not fixed prior to move out.2. I have have also sent emails regarding using the maintenance portal since my email address is attached to two properties. This is also not allowing me to setup my Ring video doorbell access which I have to pay $40 per month for Smart home access.I didn't wish to file this complaint because I otherwise have been happy with my rental but I am just exhausted and don't know where to ******* is frustrating to have to send communications to just be ignored.
Customer Answer
Date: 03/28/2025
The issue has been resolved. I received a call back today 3/28 and all issues addressed.
Business Response
Date: 04/03/2025

Invitation Homes has received and reviewed ****** Swensons 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 have processed a deposit accounting adjustment on behalf of ******. Additionally, we have submitted IT support tickets to address the maintenance portal error that they are experiencing and that will be resolved soon. 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: 04/03/2025
I have reviewed the business response and accept this resolution.

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