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

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

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  Invitation Homes

  5509 N Cumberland Ave Ste 505 Norridge, IL 60656-4748

• 

  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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:08/02/2023

  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.

  To whom it may concern, I'm writing this email with great concern that has gone unaddressed for years. I have leased with Invitation Homes since September 2018. Renewed my lease every time on false information provided for repairs outstanding that still have not been addressed. I've submitted numerous work order requests that get deleted or refused without any clarification, from the local ***** office we have been told. The same attached refusal, " We are not moving forward at this time with repairs". Or charged for things that aren't the tenants responsibility!! I've requested a maintenance supervisor or property manager to come out to walk this property before the renewal of the lease could even be done, only to be denied that simple request again. I've suffered outrageous ********************* due to the gross negligence of maintenance repairs needed for this property. I've referred so many other military families to Invitation Homes despite my experience. Only to learn there is a trend only happening to a few others, but nothing compared to what we have been battling for years. I've expressed my frustration to the ************************** and Channel 8 Investigation, as my rent has increased increasingly without resolving existing issues. I explained to them the trade partners and OR representatives that have spoken up, will only get cut from the job or fired altogether. When a request for reimbursement for an outrageous bill amount or repairs made at the tenants' expense, is denied! I don't want a check or money back but could have been compensated towards my rent. The pool fee is now going to increase without the necessary repairs documented by numerous trade partners, why? So many pictures have been submitted and they have rested on deaf ears. I've suffered a major injury at this property for the raised elevation inside and outside that I brought to their attention in 2020. The bathroom has microbial growth with bubbling drywall damage. Only to have the vender sent to address the problem only covered it, and no prior treatment nor complete tear down done for proper removal of the growth that is all over the bathroom.This is our health that Invitation Homes cares nothing about, and I'm afraid for our life at this point!! TO LIST A FEW REQUESTS:**-A/C- NOT COOLING + CONSTANTLY RUNNING!!!**-FRONT BATHROOM- MICROBIAL GROWTH IS UNDER THE HOLLOW TILES, TUB HAS A DIP THAT WAS COVERED DURING MOVE-IN WITH A PLASTIC MAT THAT WAS LATER REPORTED, TILES ARE LIFTED FROM THE BACKER BOARD **-CARPET-HAS BEEN DELAMINATING FOR OVER 3 YEARS **-OAK TREE-LIFTING THE FOUNDATION OVER 3 1/2 INCHES, GREW INTO THE IRRIGATION SYSTEM **-REFRIGERATOR- NEW WEATHER STRIP APPLIED ONLY TO NOT HAVE IT SEALED CORRECTLY -GARAGE- A/C, DRY**** THAT'S ROOTED FROM OVER SATURATED WATER COMING IN FROM THE ***** ONLY SPRAYED OVER AND NOT REPLACED **-ROOF-SHINGLES MISSING **-ATTIC- LACK OF INSULATION, BELONGING'S ARE SOAKED **-CEILING- DIPPING DOWN IN SO MANY AREAS, WITH DISCOLORATION (YELLOW)-LEAKS-SIGNS NOTED OF DISCOLORATION ON TEXTURE AND CEILING - STRUCTURE BEAMS SHOWING IN THE **** AND CEILING, NOW IS CRACKED -MICROWAVE- RUN'S ON IT'S OWN/ SPARKS -TREE TRIMMING- 6 PALM TREE'S OVER 9FT + HOA VIOLATION THAT THE COUNTY STOPPED BY LAST THURSDAY TO PROVIDE ME WITH A LOT OF INFORMATION AS WELL **-POOL- RESURFACE HAS BEEN REQUESTED FROM THE PREVIOUS VENDOR (WHO WAS FIRED) AND NOW THIS VENDOR ALSO, POOL IS TURNING GREEN, PLASTER IS FALLING OFF, AND GREAT SEPARATION IS CAUSED BY THE FOUNDATION SHIFT BUT STILL GETTING CHARGED (NOTIFIED FROM 2020)-POOL ENCLOSURE- SCREEN DAMAGED FROM HAIL AND DOCUMENTED TO TRADE PARTNER AN INVITATION, ONLY FOR THAT TRADE TO CONTACT ME AN STATE "THEY ARE NOT MOVING FORWARD AND DELETED THE WORK ORDER"**POOL INCLOSURE- NOT SECURE MISSING 47 BOLTS TO SECURE IT TO THE FOUNDATION, NOTIFIED BY TRADE PARTNER ONLY TO GET DENIED. SO NOW IT CAN BE BLOWN INTO THE STRUCTURE OR DAMAGE MY NEIGHBORS HOMES **IVE PAID SO MUCH OUT OF POCKET THAT WAS NOT AT THE TENANT RESPONSIBILITY.PLEASE CAN ANYONE HELP!!!!

  Business Response

  Date: 08/15/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has been in contact with Rhoseandra to address their concerns. ********** had ongoing maintenance issues that needed to be resolved and wanted to transfer to another home due to the extent of work needed. To resolve, weve allowed ********** to transfer to another home in our ***** market and they are satisfied with this resolution.
  
  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:08/02/2023

  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.

  My name is *** my pronouns are they/them. I am filling this complain because Invitation Homes has filed a wrongful eviction for non payment of rent. We fell slightly behind on rent in June due to medical emergencies with our son. However on June 29, I informed ******************* at Invitation Homes that I would be getting the certified check for the full back due rent. She informed me I needed to pay a balance of $5,821.48. This included court eviction fee and July's rent although July rent was not due until July 1st. Again, on July 28 in contacted ****** and informed of my full payment that I would be making that evening for both June and July past due rent, late fees and eviction fee. ****** then informed me I needed to include August rent to avoid legal proceedings. August rent was not due until August 1st. Invitation Homes has illegally requested rent that was not yet due knowing we would be unable to pay their requested amount by the time frame given. Especially when the past due rent was being provided to Invitation Homes. This is clear discrimination as they are trying to force us out of our home. This is also a violation of my rights under Tenants Bill ** Rights in Miami Dade county. Also, not only Invitation Homes requested extra rent illegally, we recieved an *** violation from **************** *** for over $800 in which the tenants are responsible according to the lease agreement. Invitation Homes were given a copy of the *** notice 7 dates after the notice was made and 3 days after we recieved the notice. Invitation Homes purposely did not correct the violation in time which resulted in a Fee to us the tenants. The issue wasn't fixed until December of 2022 when the notice was sent to Invitation Homes in October 2022. These are clear signs of discrimination possibly because of how we identify or because we recieved rental assistance in the past. Now we face legal proceedings and could not obtain free legal aid from Miami-Dade nor can we afford a lawyer.

  Business Response

  Date: 08/04/2023

  Invitation Homes has received and reviewed ************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  On 06/07/2023, *** received a pay or quit notice for non-payment of rent for Junes rent per (Fla. Stat.  83.56(3)) that stated payment would need to be submitted by 06/20/2023 to avoid legal proceedings. *** responded to the notice by making a promise to pay for Junes rent in full by 06/16/2023. After payment was not received by the promise to pay date, *** was advised that no action would be taken if payment was received in full by the pay or quit expiration date of 06/20/2023. On that date, *** failed to submit payment again and requested the extension be made to 06/23/2023. Despite **** poor payment history, Invitation Homes continued to ***** the extensions to his promise to pay request.
  
  After no payment was received by 06/26/2023, legal proceedings commenced against the ****** household per the pay or quit notice. In an effort to resolve the resident ledger in full, *** was required to submit payment in the amount of $5821.48 by 07/03/2023. As payment was not received, eviction proceedings continued. On 08/03/2023, *** and Invitation Homes entered mediation with Miami-Dade County Clerk of Courts, and *** agreed to vacate in by 08/20/2023 and signed a vacate agreement. He then reached out to Invitation Homes privately following the hearing to request ten additional days, arguing that the 20th would not be significant time. This has been denied and *** and all others in possession are expected to vacate on or before 08/20/2023.
  
  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: 08/04/2023

  I am rejecting this response because: I have NOT signed any vacate agreement. This is a lie and is false information provided by Invitation Homes which is ILLEGAL in the ****************. An agreement to vacate was verbally made during a hearing in Miami-Dade County, however no vacate agreement was signed by me. I reached out to Invitation Homes 30 minutes after the hearing to request an additional 10 days to vacate the home (until August 30) so that my family and I would have enough time to find another home. However, Invitation Homes denied the request. Stating that I signed a vacate agreement when I have not signed one nor have I received an agreement shows and proves how Invitation Homes lies and deceit to their tenants. Again, I never signed an agreement as Invitation Homes response stated. If Invitation Homes does not agree in writing that we (the tenants) can stay in the home address ********************************************************************* until August 30, 2023 (vacating on August 30, 2023) and provide the Miami-Dade Court a letter confirming this and filed to the Miami Dade Court by Invitation Homes Lawyer, ************************************* (************************************) so that no eviction judgement shall be made against us (the tenants), I will provide judge ******** De La **** of the Miami-Dade court a copy of this complaint showing how Invitation Homes is lying and providing false statements. Also note that no such agreement has been attached to this complaint.

  Customer Answer

  Date: 09/06/2023

  I just received this email stating we owe of $7,954.99 including them keeping our security deposit of $2,083. As per our court hearing on August 3, 2023 agreement, we do not owe Invitation Homes anything! We moved out before our agreed date of August 20, 2023 therefore we have completed our agreement. Our agreement was that if we move out by August 20th no money will be owed to Invitation Homes and our security deposit will be returned to us. Also, there is a charge for Faucet replacement for $139.40. We filed a maintenance order for this faucet before we moved out. We was told by the maintenance guy who came that they cannot fix it since we were moving out two days of the date maintenance came to the home and inspected the faucet which was leaking which is not the tenants responsibility. Furthermore, they charge us for pest control of $63. We complained about pest control after we moved in because the house was full of cockroaches in which the house was given to us like this. This is obviously a pest code violation in the ****************. They also charged ** for Faux wood blinds a total of $204.85 in which WAS NEVER IN THE HOUSE (See attached pictures). Invitation Homes is clearly charging us for items that were never apart of our home. We have our move in inspection documents and photos before we moved out that show this. They charged us for painting the garage "concrete floor $345 in which the garage floor is NOT CONCRETE. See picture attached. They charges is for patio cleaning of $172.50 in which the patio is in the same condition as it was before we moved in(Invitation Homes posted a new photo on zillow.com showing the back patio is in the same condition as when we moved in). Also, Invitation Homes charge us for multi final water bills of the same amount of $19.83, multiple sewage charges of $33.29, $18.27 and $32.92. Also multiple service fee charges which are obviously fake and false charges. Supporting documents has been attached to this complaint.

  Business Response

  Date: 09/14/2023

  Invitation Homes has received and reviewed ************** rebuttal to the Better Business Bureau. The complaint stems from a dispute about the final deposit accounting completed at his former residence located at ****************************** ****************, **. 33190.
  
  On 08/03/23, *** and Invitation Homes entered mediation with Miami-Dade County Clerk of Courts, and he agreed to vacate in by 08/20/23 and signed a vacate agreement. Per the agreement, the defendants motion to reduce rent was denied and all balances remained due to the landlord. Per (Fla. Stat.  *****), the landlord shall have *************************************************************************************************************** her intention to impose a claim on the deposit and the reason for imposing the claim.
  
  In receipt of **** BBB complaint, the Portfolio Director has determined the balances owed are due and true per the eviction ruling. No further action is to be taken at this time. 
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance and providing safe and quality homes.  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: 09/14/2023

  I am rejecting this response because:   I have not signed any agreement to vacate with Invitation Homes. During the court hearing on August 3, 2023 we agreed that I can vacate to the premises on August 20, 2023 and the balance will be forgiven. I even spoke to coorpate Invitation and ***** (customer service) told me the same. I will be sending this response by Invitation Homes to the ******* ***************************************************** Invitation Homes has provided false information stating that I signed a vacate agreement when this is not true. If Invitation Homes want to continue to claim this, they must attach a copy of this agreement for the BBB to see with my signature. 

• Initial Complaint

  Date:08/01/2023

  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.

  Tried to pay on line july 11 tried to reach people no one picks up no one responds to your email or you just get auto responses one agent wants to charge a different amount this is sad.

  Business Response

  Date: 08/02/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has been in contact with ****** to discuss their account and review the water charges ****** had questions about. ****** is satisfied that we reached out and explained the charges.
  
  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: 08/02/2023

  yes they call me and resolved the issue I am happy with the outcome they were very helpful as usual but sometimes they are hard to reach but again they always help. They are always polite (*****) location. 

• Initial Complaint

  Date:08/01/2023

  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.

  unprofessional circumstances we are experiencing through the management at the local office. We moved from one IH property we were in goin on years to another a over a month ago. The new property we arrived in was supposed to be move in ready and unfortunately there is alot of issues the super intendant did not take into consideration. Appliances not working, f**** all over backyard along with garage, shower unable to use, damaged windows with screens, house not cleaned by a cleaning crew prior, no patching of anchors all over ceiling or paint with a long list of other issues. Now I've been waiting a week to hear back for our security deposit from the last property for a miscalculated attempt on IH behalf for a thousand dollars rent charge that was in fact already paid. Please help with getting this situated as we are experiencing lack of commitment and consistency from local office management.

  Business Response

  Date: 08/08/2023

  Invitation Homes has received and reviewed ******************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The local management team has been in contact with ***** and investigated previous work done at ****** new home to identify items missed while prepping the home. We also corrected the accounting error on ****** final statement from their previous home and sent an updated statement on August 4th. ***** shared that they would send an email with further questions about that statement.
  
  To date, weve completed several work orders, and estimate all to be completed by August 24th.  
  
  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: 08/11/2023

  I am rejecting this response because:  Although a few work orders have been addressed. The number of outstanding work orders still scheduled for the 24th are still open and need to be addressed. The lack of consistency and concern from the local office, maitenance, accounting team and IH as a whole towards this move in experience is beyond exceptable. Everyday almost we have vendors or technicians coming to our home for repairs that should've been addressed prior. IH local office is telling me nothing can be done for the inconvenience untill all the work orders are complete. We are currently scheduled for the 24th of Aug. 

  I've also emailed my questions regarding the updated move out statement from previous address and voicing my reasoning on the Aug7th and haven't heard a response as of yet. There is no reason we should not receive are full security deposit after 7 years at the previous property.  The ***** dollar charge was a mistake on their part they did not even have the common courtesy to apologize for after I had them correct it and I don't appreciate trying to be taking advantage of by the company. 

  Business Response

  Date: 08/15/2023

  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.       
  
  **** (Rehab and Turns Supervisor) and ****** (Assistant Portfolio Manager) connected with ***** on August 7th to apologize for the accounting error on ****** prior home and the accounting error was corrected. The final statement was sent to ***** on August 4th showing this correction. Also, as agreed upon on August 7th, ***** submitted a list of charges on their prior home they wished to dispute. ***** received a response on all disputed items from ************************* on August 11th once a thorough review of each disputed charge was completed.  
  
  Regarding the current open work orders which ***** notates are scheduled August 24th, we will continue to monitor for completion and review ****** request for compensation once all work has been completed and to ensure we understand the full scope of matters. This was discussed with ***** during the call on August 7th. ***** (Portfolio Director) also reached out to ***** on August 14th to follow up on open work orders and to confirm receipt of security deposit charges email on August 11th.  
  
  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:08/01/2023

  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.

  For the last year I have rented a home with invitation homes in ***** *******. Upon my lease ending I was notified that they wanted a payment of $850.20 above and beyond the $3,665 damage deposit. They sent me an invoice, many items they are charging me for are under the ******* wear and tear law. I left the home in better condition than it was when I arrived and have photos of when I moved in and when I moved out. I have rented with this company before and had a wonderful experience but this one has been the opposite of what I have seen in the past. They are even charging me for last months rent that I already paid and have a receipt for. Not only that but they decided to paint the outside of the home and are making me pay for that as well as pest control (something that has been covered as landlord responsibility though out my entire lease) they are charging me for a HVAC system that was left impeccable and working perfectly. They are also saying they painted doors (that are glass) and are charging me for that (which makes absolutely no sense) I have tried to dispute these charges with the company.

  Business Response

  Date: 08/04/2023

  Invitation Homes has received and reviewed ********************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team investigated Laceys concerns and found that they provided notice to vacate on April 19th, not June 20th as their account was noted. We apologize for the inconvenience as the April 19th notice was sent via text message to an unmonitored inbox.
  
  As a gesture of good customer service, we removed the notice to vacate charge from Laceys account.
  
  ********************** 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: 08/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/01/2023

  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 was unaware of debt until debt was sold to a collections agency, FAIR COLLECTIONS & OUT located in *********************************************************************. Debt was reported on my credit report as unpaid. I was NEVER notified about unpaid debt. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Prior to debt being sold to a collection agency creditor was placed in contact with probate attorney regarding debt to be paid. Proof of email between probate attorney, *********************** and *********************, Assistant Portfolio Manager from Invitation Homes is attached. Also, I have attached a final judgement of order stating the following: The ** has filed an accounting within her proposed Distribution Schedule on July 14, 2022,and/or waivers signed by all interested persons waiving the filing of a Final Accounting.3. There are no creditor claims.4. The ** has fully administered this estate by making payment, settlement, or other disposition of all claims and debts that were presented, and by paying or making provision for the payment of all taxes and expenses of administration.5. ** has filed all required estate tax returns with the ************************ and has obtained and filed with this court evidence of the satisfaction of this estate's obligations for federal estate taxes, if any.

  Business Response

  Date: 08/10/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  On 11/23/2021, the leaseholder, ***********************, advised the local office that another leaseholder (*************************) had passed away and requested to terminate the lease by 12/15/2021. Upon receipt of the signed notice to vacate form and death certificate, Invitation Homes processed the deposit accounting statement as per the lease following the move out date.
  
  Tienna claims that no prior notification of balance was provided before reporting the account to collections. On 12/30/2021 the statement of deposit accounting was issued to the forwarding address included on the notice to vacate signed by ****** and ******. A response was received from ********************** the letter and all liquidation damages were removed as of 01/14/2022.
  
  On 10/21/2022, ****** reached out to Invitation Homes to request action be taken to remove the negative credit reporting for the outstanding balance that was sent to Fair Collections & Outsourcing (FCO) and advise of resident probate attorney. Unfortunately, at this time the account was already in collections.
  
  Since receiving the BBB Complaint, our Portfolio Director contacted FCO and confirmed that payment was received in full directly to the agency on 10/21/2022. The agency also advised that they have updated the account as Paid in Full, but this does not delete the record of the collection history. Tienna will need to seek legal advice or credit counseling for direct assistance with her request.
  
  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: 08/11/2023

  I am rejecting this response because: they totally disregarded the ****** That was the problem the first time. No one followed up with me regarding payment-even after ******, from invitation homes responded to the probate attorney, ***********************. *********************** confirmed he will send over case information so all debts will be paid through probate. At the time of my mothers passing whom was the primary lease holder I became her PR. I never stated I was not aware of payment. I stated I made it my business to get invitation homes in contact with the probate attorney so debt could get resolved. I have email proof which was uploaded showing the conversation between probate and ******, from invitation homes. The issue is it was not properly documented or handled  accordingly because the debt was sold to a collection agency AFTER the judge released a final order stating all debts had been paid. The response clearly shows a lack of consideration, accountability and avoidance. Regarding the collection account and the situation entirely I am working directly with an attorney at this point. I figured I would have to anyhow after the young woman who called to gather information about the complaint did not call me back the following business day as she said she would. 

• Initial Complaint

  Date:08/01/2023

  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.

  My name is *************************** , I rented a home trough invitation homes management starting my lease on January 6th, 2023 at the location **********************************************************************. we coudntmove in until February 6th 2023 because of a groundwater leakage that was being fix. When we moved in , the floor was not fix completely. There are air bumps in the floor everywhere and open tiles also we notice on first day we moved in that the floor was soaking wet. As soon as I moved in and saw the house condition , I contacted ***************************** the property manager who I always communicate with and I let her know about my findings in the house , and she send someone. The person who came to inspect the floor gave them a proposal because the floor needed to be replace . Since that time After the first inspector came nothing has been fix , multiple different inspectors has been coming to the house from invitation homes and nothing is never done and they always tell me the same thing that the *********** to be replace but management company needs to approve the replacement of the tiles on the floor. weve have multiple incidents where we have fallen , I have family and children living in this house and they have fallen too and we can not aloud this to be happening because it can become hazardous . As Per my last conversation with ******************* this is not important , and floor looks fines for her and do not need to be replace. This is unacceptable when she hasnt been her at all in person and all the techs keep telling me the *********** to be replace. As soon as you walk in to the house you can see the extremely big air bumps and open tiles. With that said I have another issue and that is in regards of our A/C unit. On May 30th, the ac in the house was not working at all and same history as always different people came many different times and nothing was being fix . They fixed it and after a week the ac was not working again. the same story on going and again people was coming only to check add Freon and that was it. Last time this happened again last week in Monday July 24th I requested again a service and they said they didnt have a technician available , this was an emergency for us not being with ac, an state like ******* where you always reach more than 90 degrees. I contacted ******************* to let her know that I was hiring a company and send her invoice so the management company can pay me back. and ******************* told me that instead of contacting a company it would be better if I rent an airbnb , I was not gonna spend money to sleep outside my house when I know different techs keep coming and never fix the issue. I contacted a company on my own and paid out of my pocket $576 and different things were being fixed that the tech from invitation homes obviously never took care of. ***** were bad , capacitors needed to be replace and wire harness was being replace too because it was getting caught on fire I have proof of the invoices. I couldnt be waiting anymore for the management company taking care of the ac , we live in ******* and most of the times the temperate is reaching almost the 100 degrees. Even thought those issues were fix with the ac , the company I hired states that this unit needs to be replace because is already an old unit and thats the only solution now that they can give me. And same situation with the tiles I realized now that the ac its never fix because they dont approve a new installation for a new unit, thats why they keep coming only to add Freon to make it last for a few days.I am so disappointed and upset because for the amount I pay monthly for this house my expectations where higher and its not only about that , the main reason about this complain is safety for family and I, that we live here. We cant wait no longer wait for this issues to be fix and replacing the ac unit and floor. I hope making this complain someone can take proper and needed action.

  Business Response

  Date: 08/09/2023

  Invitation Homes has received and reviewed ******************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.      
  
  Invitation Homes has responded timely to all work orders. ***** believed an Invitation Homes ** vendor should've been dispatched to their home sooner than our 24-hour timeframe. Due to the persistent high temperatures in the South ******* area, the state is experiencing repair delays. We understand the ****** frustration and provided reimbursement for their hotel stay(s). Instead of using the funds for a hotel stay, ***** declined the offer and hired a vendor to fix the ** unit even though repair of the ** unit by the resident is against our policy.
  
  To extend genuine care and courtesy, the Portfolio Director contacted the residents and explained the maintenance process and action plan. Although our air conditioning vendors have not recommended the replacement of the ** unit, we have decided to replace it. Likewise, we will have the vendor who installed the original flooring revisit the home to assess and determine whether the entire living room floor should be replaced or repaired through the vendor's warranty. Lastly, while Invitation Homes did not authorize the repair, the ***** provided us with a receipt from their vendor, and we issued a concession to their ledger as reimbursement.
  
  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: 08/18/2023

  I am rejecting this response because: my floor issue havent been solve, the cycle keeps going on where different inspectors come to the house , they check the floors and nothing ever gets done. Its a huge  hazardous to live in a house with the condition that the floor is in. What Im asking for is a solution to this issue , I dont want different vendors or inspectors keep coming to my house with the same opinion and the job never gets done and we are half way into the year lease. Im not willing to wait anymore, We need the floor to be done and completed by the end of august. If not , I can pay it out of my pocket but I wont be paying rent for the next couple of months in reimbursement of the floor expenses. If something were to happen to one of my family members or myself , It will be a liability on  invitation homes  and I make them responsable for any damage or cause or harm.

  Business Response

  Date: 09/11/2023

  Invitation Homes has received and reviewed ******************************* rebuttal complaint to the Better Business Bureau. *****'s complaint results from dissatisfaction with the laminate flooring when she moved in property *******************************************************************
  
  Invitation Homes has responded in a timely to all this work order. On 8/30/2023, Invitation Homes completed the living floor removal and installation. On 9/11/2023, Assistant Property Manager ******* spoke with resident ***********************************, who confirmed we completed the work satisfactorily, and they are happy.
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance and providing safe and quality homes.  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. 
  
  Please feel free to contact me if any additional information is needed.
  
  *******************
  Vice ********** *************************** ************

• Initial Complaint

  Date:08/01/2023

  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.

  We leased from Invitation Homes for 2 years. After we moved out, Invitation Homes subtracted $558.58 from our security deposit; $4.68 for two lightbulbs and $553.90 for replacement of all the carpet. We find this to be completely unacceptable. We have tried to resolve the issue directly with the local office but they are unwilling to budge. On page 9 of Invitation Homes Move Out Guide, we are only charged after the fourth bulb is replaced by Invitation Homes: "Replacement Deductions / Light Bulb (after four bulbs)". Since only two bulbs were replaced, we are owed a refund for the lightbulb deduction. Invitation Homes alleged the carpet needed to be replaced because it smelled like pet urine and was stained. This is completely false. During the walkthrough, it was Invitation Homes opportunity to identify any issues that needed to be addressed. The inspector neither mentioned nor documented the smell of urine or carpet staining during the walk through. We actually videotaped the exit walkthrough with the inspector's consent. The photos we were provided to support the carpet replacement deduction doesn't support that theere were urine stains. Black lights were'nt used and Invitation Homes didn't identify which room they were photographing. Furthermore, the premise that all the carpet needed to be replaced because all 3 of the rooms and the hallway smelled like pee and had stains due to stains is impossible due to the following: A gate was put up at the beginning of hallway entrance and at the end of the hallway to prevent our dog from going near the bedrooms. The main reason is that my dog doesn't like cats and my girlfriend's cat was kept in the room she used as her office. In addition, the cat was not allowed any other room because I'm allergic to cats. Thus, there were no animals in the hallway and two of the three rooms. The cat didn't have any accidents in the one room and its kitty litter box was enclosed to prevent any accidents.

  Business Response

  Date: 08/10/2023

  Invitation Homes has received and reviewed ***************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team spoke with ***** to review their security deposit dispute and determined that due to the age of the carpet, we will refund the entire carpet replacement charge back, in addition to the charges for two light bulbs. We further explained that the adjustment and check cutting process will take a few business days but that their refund check will be mailed no later than August 16th. ***** was understanding and was satisfied with this resolution.
  
  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: 08/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/01/2023

  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 complaining about what Invitation Homes did to me. I have been living in their home at *************************************************************************** since October 10,2018. When I moved in they gave me an dirty house that I had to clean with a back yard with plenty of trash and debris. I have cleaned the house, sent them emails to complain about their yard with debris, the front door in bad shape etc. In 2023, I found a possibility to buy my home in ***** and I did. I have explained that to the manager property and told her that because I have 3 young kids I will have to move out in July to have time to register them at school in my new location. She told me for that, I will have to pay a penalty of 2 months because I had a contract for October but even I explained to her its because I bought a house in another state she maintained her decision to charge me. I signed the documents to move out on June 30th,2023. On their contract they said before my moving out date an inspector will come to my house for an hour to help minimize the risk of losing my deposit amount. June 30th was close and I didnt get that visit, I called the property manager *************************** twice then after she returned me the phone call and apologized for the noise in the background that she had and asked me if i want her to send my bills over my credit report? I was shocked but I said NO NO and thats why Im calling you because I want to do thing the right way and also I do not want to lose my deposit amount, I want to use it to pay a portion of the penalty that you have charged me and I told her that I still didnt get the inspection visit and she promised me that they will call me to schedule the visit before I leave the house. The inspection was never done and at any time I didnt deny it. But probably they did it just to overcharge me after leaving. And last week I received a statement from them with a due amount of $4,510.98 instead of what I expected as Penalty fee $3,982 minus my deposit amount $1,475.

  Customer Answer

  Date: 08/01/2023

  Then I realized in my moving out statememt Invitation Homes has charged me $1,154.45 just for a month 05/24/2023 to 06/30/2023 for Sewer$370.63 Trash $299.95 Water $436.37 and Stormwater $47.50. I have been in this house since October 2018 I have never had to pay more than $100 for Utilities and suddenly for my last month I get $1,154.45 to pay. I requested that they corrected it but ***************************** is acting like she do not understand me. They have also charged me a few other things and I repeat if normally they did the inspection visit I would fix what they might do mot like because Landscaping was done before I left how come I get charged $175 for landscaping????? I hope they will fix this statement because there is no way to pay $1,154.45 for Utility bill for only one month

  Business Response

  Date: 08/09/2023

  Invitation Homes has received and reviewed ******************************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.          
  
  ****** moved into the property on 10/10/2018, and the lease expired on 10/21/2023. However, they terminated their lease early and vacated on 6/30/2023.
  
  ****** received their final detailed move-out deposit accounting statement but disagreed with the charges deducted from the security deposit. The Assistant Portfolio Manager, *******, discussed the fees and explained the move-out statement to ******. In addition, we provided ****** with a copy of their move-out inspection report that contained photos and notes.
  
  Although the lease charges deducted from the security deposit are valid according to the lease agreement, Invitation Homes agreed to waive some of the charges which decreased their balance owed.
  
  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: 08/09/2023

  I want to say that Invitation Homes did not agree to waive any charges. It was a MUST to remove them because Invitation Homes overcharged on Utilities for my last month and has been charged for years for a filter that they have never sent to the house. It was not a COURTESY and I want it to be clear. If I was not vigilant I would have to pay they OVERCHARGED Money. I reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 09/07/2023

  This gonna be my second one and I definitely understand that this company may probably have a big problem with me because I have discovered that they were trying to wrongfully charge me more than thousand dollars on my moving out statement. After this fight on August 9th,2023 @11:02 I requested to ******************************* a link to pay the amount via my credit card because they had removed my ligin from their portal and @11:05 she replied by saying that they do not provide link it has to be in full by check or money order. The same day @11:48 I sent another email to her to explain that I can not do it by cash and we have to setup a payment plan she replied @11:56 by saying they can do 90 days from 06/30/2023 the date of my moving out. But remember we had to fight over the overcharge the placed on my statement and thanks God I was vigilant. At 12:37 I told her that I could do 9 payments if its by check and she never emailed me back. I have sent a check to Invitation Homes they have took it cashed it. Now on September 5th almost a month after my last email ******************************* decided to reply by saying that my account will be turned over a ****************** Is ******* really serious?? Invitation Homes already was trying to overcharge me, Im ready to pay the amount in full by credit card they do not give me the possibility and took her almost a month to reply to my email, They already received one of my check a second one is on the way and they think they can just affect negatively my credit report! Are you really serious ***************************** and Invitation Homes??? Did I do any action against you for wrongfully overcharged me for now you want to affect my credit report negatively? I repeat that I can pay the full amount just give me a link but you refuse! You must be kidding me

  Business Response

  Date: 09/18/2023

  Invitation Homes has received and reviewed ******************************** rebuttal complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  ****** moved into the property on 10/10/2018, and the lease expired on 10/21/2023. On 6/3/2023 ****** signed an early termination of lease agreement and notice to vacate form stating they will move out on 6/30/2023 to purchase a home. According to the agreement it stated, Resident shall pay to Landlord a cancellation fee equal to two months Rent in the amount of $3,982.00 which includes sales tax if applicable (the Cancellation Fee). The Cancellation Fee must be paid in certified funds no later than ten (10) days prior to the Early Termination Date.
  
  Although the resident failed to honor the terms of the lease agreement and early termination agreement by paying the termination fee before the move out, we processed the security deposit pursuant to ******* Law. We mailed ****** the appropriate notice with claim the security deposit. We made an exception to allow ****** to divide the balance into monthly installments greater than we allow. Once residents leave their homes, their online payment portal is deactivated; thus, they cannot pay online.
  
  On 9/13/2023 ****** signed a deferred rent payment agreement stating *********** Invitation Homes $2,901.91. On 8/23/2023, the resident made her first initial payment of $360.00 towards the balance; the following amount of $360 is due on 9/15/2023, and each payment after on the 10 of each month's last payment is 4/10/2024; payments of $363.13. ****** agrees that there isn't an option to pay online, and they can mail the payments to the corporate or local office, and we will manually post the payment.
  
  The new balance due to invitation Homes is $3,548.44. Once the adjustments are posted to the account the resident will have the option to pay the balance is full or enter a payment plan before the account is transferred to the collection agency.
  
  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:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have rented from Invitation Homes since August of 2015 and have never missed a rent payment. Our air conditioning has not operated properly since 2019 and we have had close to ********************************************************* 2021, a company came out and said they needed to replace the fan motor but because of COVID, they could only get a part that was technically too small for our home. As it was the only option that Invitation Homes would approve, we proceeded. Since then, the ** barely blows and often, what does come out is not cold. In April of 2023, it became unbearably hot in the home. One of Invitation Homes' vendors replaced the coils, but this still did not fix the issue. We have a very hard time getting ahold of anyone in the local ******* office. Occasionally, we hear from our assistant property, ****, but that is few and far between. We leave voicemails and send e-mails that go unresponded to for weeks at a time. Because of these issues, our electric bill has skyrocketed (upwards of $800 per month) and we have had to resort to purchasing both a temporary cooling unit as well as a large dehumidifier. Invitation Homes has also installed a permanent "temporary" cooling unit in our dining room, which is a major eyesore and does little to cool down the home.One of the children in our home has asthma and the senior member of the home is older. It is unreasonable to expect anyone to live in a home that stays close to 80 degrees, even in the middle of the night.

  Business Response

  Date: 08/03/2023

  Invitation Homes has received and reviewed ************************ complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has been in contact with ******* and are expediting the work orders for the **** repairs so we will have a quick resolution.
  
  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: 08/14/2023

  Our issues have not been resolved. The rep who called me could not care less about our issue and offered to send one of the same vendors who botched the repair jobs to come back out.

   

  Our assistant property manager, ****, advised us to go outside of Invitation Homes to a private HVAC company and pay out of pocket for a diagnostics test and that we would be reimbursed. We did so, but we have not been reimbursed. We were also told by her that we would be reimbursed for all of the personal expenses we have had as a result of this issue (the temporary AC unit we had to purchase, the dehumidifier for our garage that was full of mold because of the botched repair job, the ever escalating utility bills). None of this has happened. 

  **** e-mailed us and told us that they would either pay the company (whom she recommended) to come do the repairs correctly or they would let us out of our lease. We have sent several follow-up e-mails and have made several calls over the last week and a half because we had follow-up questions, but not a single e-mail or call has been returned. Meanwhile, our AC is still not working. 

  Business Response

  Date: 08/25/2023

  Invitation Homes has received and reviewed ******************************* complaint to the Better Business Bureau. We value our customers and are working directly with ******************************* 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 ******************************* in which he did confirm the outside vendor serviced the **** system but needed some additional work to complete. The vendor is scheduled to come back out on Tuesday, 8/29/23, to make the repairs.
  
  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.