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

• 

  Invitation Homes

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

• 

  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

• 

  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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:07/28/2023

  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 rented a home with Invitation Homes at **** *** ***** **** **, ******* Ga *****. Per a signed contract between myself and Invitation Homes (see attached) I transferred to another Invitation Homes. The contract states there will be a transfer fee of $1500.00 rather then the Lease Breakage fee which is what the charged me, $4800.00. I have emailed the property manager, Mr. Ross *********, twice as well as the previous property manager Kelly ********** with no reply. I sent them both a copy of the agreement. In addition to the lease term fee they did not credit me for July 24th thru July 31st's rent previously paid. The contract was for me to transfer and be out by the 23rd. Invitation homes has threatened to send this matter to collections which would negatively impact my superior credit rating of 780. Several calls were made to the previous property manager which is in writing from texts sent between myself and one of their leasing agents which I still have that documents my attempts to contact Kelly. Invitation Homes owes me $1286.60. In addition to this I have attempted to transfer from an Invitation Home from Texas to another home and was told after the fact that I cannnot transfer but instead will be liable for 2 months lease breakage fee. Texas apparantly does not operate by the Invitation Homes Policy of paying a transfer fee but rather 2 months rent breakage fee. No where or time was I advised of this nor does it say it in the lease. My plan was to transfer under Invitation Homes Transfer program however now I am told I have to pay two months rent to break the lease. If Texas is different then any other state that follows the transfer policy one should be advised of this deviation. If i had been told or advised that Texas does not abide by Invitation Homes transfer agreement policy I never would have come to Texas. I have already secured other housing and will breaking the lease and feel that a fee equal to 2 months breakage fee was not disclosed at any time.

  Business Response

  Date: 08/07/2023

  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 confirm their transfer to another Invitation Homes property in Texas. We apologized for the oversight and assured ***** that we would adjust the Early Termination Fee charged to their account and that their move-out date will be adjusted to June 22, 2023, so their account reflects the correct rent charges for their home in Georgia.
  
  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:07/27/2023

  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 ** has not been working properly for the last two months. I have had to submit several work orders and still no resolution. Invitation Homes closed out the work order twice without sending anyone and without contacting me so I had to continue resubmitting it. They finally sent someone but didnt fix anything, and I have been waiting almost a week for them to schedule the follow up visit.I work from home and the house has become unlivable during the day, and my utility bill has increased because the ** is trying to run constantly even though it isnt blowing cold air. I have an extensive history of issues dealing with their maintenance, and they once left me without power for almost four days because they didnt want to pay an electrician emergency rates to come on the weekend. Nothing happens unless I submit multiple requests and call repeatedly begging them to fix the issues in this house that is falling apart. My hot water also went out this week, and I had to fix it myself because they didnt reply. I want to be compensated for the increase in my utilities and a discount in my rent because I should not be paying full rate for a house that I cant even work in. There have been several days where I have had to leave and work elsewhere because it is unbearable during the day.

  Business Response

  Date: 08/01/2023

  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 resolve their air conditioning concerns. The **** unit was replaced, and we addressed Kaylas concerns with electrical billing and previous communications.
  
  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:07/26/2023

  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.

  Refund I applied for renting house on Jul/12/2023 on Invitation Homes (invitationhomes.com). We got email from them about approval on Jul/14/2023.We wanted to see the house. But they said we have to pay the full deposit which was $2,299, before showing the house. They said if I don't pay the deposit they can't show us the house. I was not intend to pay the deposit amount of $2,299.00 .I was about to pay $500 of holding fee. But there was not option to pay $500. But they just charged $2,299.00 from my debit card that they have on file, without my confirmation. They showed us the house on Jul/17/2023. After we saw the house. We did not want to rent the house that we saw. We never sign the lease agreement. We requested to get our deposit on Jul/18/2023. But they said it will take **** days to refund. It has been a whole week since then. I contacted with them again today on July /25/2023. They said it will take ***** days to refund. I need my money before Aug/01/2023.

  Business Response

  Date: 07/28/2023

  Invitation Homes has received and reviewed Ganchuluun Taivanbaatars 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 Ganchuluun to further explain our application process. Ganchuluun applied for and paid a deposit on a home prior to seeing the property. We explained that we did not take money from their account but that they authorized the payment for the deposit on their own, which they confirmed. We offered a refund on their deposit which will be sent via ***** and should arrive promptly as we sent a rush order. We also advised that wed be happy to assist in finding them a home that better fits their need and provided the direct contact information for our Director of Leasing Experience.
  
  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:07/26/2023

  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 property management company has my utilities taken out of my name and didnt inform me of them doing this I find out when I called to try to get ****** on my account that they had the service put in their name and Id I wanted service back I had to pay bills and deposit that I dont have Im out of work now and its impossible for me to do this I spoke with *********************** today and like always shes doesnt care and is rude as h*** put me on hold and never came back on the phone . This lady needs to be not working in the customer service department at all she doesnt care about humans at all shes not there to help more to hurt the people weve had several encounters I needs somebody to help me get the help I needs from this property management company

  Business Response

  Date: 07/28/2023

  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 **** and apologized for their prior experience with another team member. We confirmed that their issue has been resolved.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:07/26/2023

  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.

  Invitation Homes is not providing a timely resolution to our AC cooling issue. Ten days ago we contacted them requesting maintenance because our house is not properly cooling. It took almost six days for them to even come see the unit while the house was ***** degrees during the day. The technician from their vendor told us one of the ducts is disconnected and is pulling in air from the attic. The technician then tells us that invitation homes has to approve a return visit before they can come out because the ducts are inaccessible for him to repair because theyre all crowded together in a weird spot in the attic. On Sunday 7/23 I called invitation homes and they tell us the vendor is waiting on parts to schedule the follow up. This morning my roommate calls again and they tell us they have the parts and should be reaching out to schedule soon. My other roommate requested that they reach out to another vendor to complete the service because the temperature inside the house is unacceptable. A manager was supposed to call us back after we submitted more pictures of the thermostat and fan temperature gage today, to see about accommodating us in a hotel because of the temperatures.

  Business Response

  Date: 07/31/2023

  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 offered assistance with hotel accommodations until the **** unit was repaired. The parts became available, and work was completed on July 28th.
  
  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:07/26/2023

  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 own the property behind a home that Invitation Homes owns in ***** **.The fence between our two yards was damaged during storm season last year. I contacted the renters living in the Invitation Homes property shortly after it happened to let them know that this section of fencing belongs to them, and that they should inform their property management. Neighborhood guide lines state that on interior lots, each home is responsible for one section of fence paneling and that would be the section that has the finished side of the wooden slat fence facing into the residents back yard. The finished side faces the inside of Invitation Homes property. Several months past and my neighbor knocked on my door and asked when I was going to fix my fence. I reminded them of the conversation we had and that this section of paneling was their properties responsibility. They told me that Invitation Homes had sent someone out months ago looked in the back yard for a minute and said it was not their fence. I got the contact information for Invitation Homes and contacted them myself. I explained the situation and the guidelines for the neighborhood to one of the call center reps at Invitation Homes. I was called back about an hour later and told that they would send someone to repair the fence in two weeks. Two weeks passed and someone was spotted inspecting the fence, but no repairs were made. This morning I received a knock on my door from code enforcement stating that someone reported a fencing violation. I explained the situation to the officer and she agreed with me. I contacted Invitation homes again and when I spoke to the property manager in charge of the property I was informed that they have deemed its not their fence and will not be repairing it. I told her of the state law regarding fencing and that in a dispute both property owners are responsible for repair of a property line fence. I offered to go half with them. They still refuse to repair the fence.

  Business Response

  Date: 07/31/2023

  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 *******. We inspected the fence, and concluded the fence does not belong to Invitation Homes, but rather belongs to *******. After further discussion with our resident, in whose property the fence backs up to, our resident agrees it is in poor condition and has had issues with the neighbors dog getting into their side of the yard. As a gesture of good customer service, we agreed to repair the fence.
  
  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:07/25/2023

  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.

  The issue dates back to April 12, 2023. I had a leak that was detected behind my master shower wall that caused a great deal of black mold. Since the iniitial detection, we have had numerous contractors in and out. On June 6, ********************************************************************* the shower. They left the job incomplete with the foundation brick exposed and the tile broken. Fast forward to today, July 25th and the work still remains incomplete. NXT LVL has now no called/ no showed 4 seperate days. It is not easy to rearrange work schedules on 4 seperate occasion to be left waiting. I understand that Invitation Homes has no control over the Vendors but 4 times to not show up is a bit excessive. I have called Invitation Homes several times on where to go from here. The response is "we are calling and emailing the vendor and they are not answering." The vendor is now paid and it seems to me they are not going to complete the job. At what point does Invitation Homes attempt to hire someone else to complete the job???? I am being told to just "hang in there". I dont know where to go from here. I have continued to pay my rent with no complaints but enough is enough! I look forward to resolving this issue in a timely manner.

  Business Response

  Date: 08/01/2023

  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 working with ***** regarding their maintenance concerns. A preferred vendor contacted ***** to schedule the work orders, however, as of today (August 1st) our vendors are at ****** home completing build back repairs. Once all work is complete, we will review for a concession.
  
  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:07/25/2023

  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.

  I lived in a Invitation homes rental for five years, I moved out Dec 20th , 2022.At the time I left, I left their property better than when I moved in. The carpets were dirty, the place was partially painted. A month after I moved out , I recieved a letter from them expecting to receive my security deposit of $ ******* but found that they demanded an additional $ ******* in full or they would refer the account to a collection agency. On the move-out statement that they sent to me there were numerous false and duplicate charges, IE. charges for replacement carpeting, and laminate flooring which was not in Ill repair when I moved. There were charges for fencing repair when I never damaged *********, a charge for a Pet fee , when I never owned a pet ( due to allergies). A charge for a boot and vents on the roof which was not my responsibility. Duplicate charges for painting and flooring, landscaping,removals of carpeting and flooring an additional charge of $954.52 for partial rent which I had already paid. A fee for entry door smart-key k*** and deadbolt, exterior trim replacement which was not damaged at the time of move-out. A fee for exterior pressure washing of driveway, walkways,porches,walls and garage floor. Fees for a smoke detector, and toilet seat that just been replaced. The fees that were charged me were fictitious and should have never been charged to me and I sincerely hope that they dont do this to someone else.

  Business Response

  Date: 07/26/2023

  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 connected with ***** to advise that we will issue a credit to their account which will result in a refund check being mailed to their forwarding address.
  
  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: 07/26/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/25/2023

  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 applied for an invitation homes rental property in *************, **, however, prior to applying, an important message populated to advise that prior to applying, I needed to understand that the home would not be ready until an estimated ***** days after my applying July 12th. Even though this was not a coming soon property, and my family and I were ready at that time to move since our lease ended July 31st, we paid a month to month with our current home until our Approved invitation home was ready. The message advised that the home was being updated with hardwood flooring, among other smaller things, and a $500 hold fee would be required in 48 hours to hold the home or it would go back on the marketso the $100 application fee and $500 hold fee were paid the same day as my applying. This is the home wed chosen and within a few days, were approved. 48 hours after paying the hold fee, I received an email from the agent advising the home would be ready for move in that week, which was absolutely different from the message regarding the timeframe needed to complete the updates, and at that juncture, the money used for the additional month to live in our current home had been paid, based on the move in contingencies given by invitation homes. I took a screenshot of the message, sent it to the agent, and was advised that if I wasnt ready to move in 5 days, the house would be put back on the market, I was able to search within their realm for other properties, and my $500 hold fee would be applied to that home, and if not, my family and I forfeited $600. The home went back on the market, but with the original photosnot the newly updated hardwood floor renovations, which looks to confuse consumers into paying a $500 hold fee, for a move in ready home. If our right to move into that home is not allowed within the ***** day timeframe given by invitation homes, legal counsel will help assist to protect my familys rights as consumers against unfair practices.

  Business Response

  Date: 07/27/2023

  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 communication with another leaseholder/applicant, Ahna, who advised there was confusion based on the pre-marketing verbiage on our website and thought the home would be ready in ***** days. We explained that based on the holding agreement they signed, the expectation was for the home to be ready as of July 20, 2023. **** shared they would not be ready for that move and planned for a September move-in. Thus, the application was cancelled and someone else applied for the home. We then followed up with ******* to advise their application was processed and offered to transfer the application fees to another home, but they shared they would like their application fees refunded and agreed this was a misunderstanding.
  
  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:07/24/2023

  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'd like to formally start off this complaint with how beyond UPSET my ******** are with Invitation Homes. From their customer service, to their lack of attention to detail, and constant delay we are BEYOND FRUSTRATED! On July 9, 2023 the A/C System to our upstairs went out. Immediately my wife put in a service request to have maintenance come out & take a look at the problem. After not receiving any confirmation or updates in regards to when maintenance will come out via email, we called. After speaking with the first customer service representative she not only said she'd have to get us scheduled but it could be a minute. As confused as we were, she then proceeded to say have a great day & hung up. Two days later we received an email from Invitation Homes Maintenance stating they would come out on JULY 19, 2023! Not only are we having to sleep in the LIVING ROOM DOWNSTAIRS DUE TO THE EXCESSIVE HEAT INDOORS DUE TO THE A/C GOING OUT BUT YOUR TELLING ME THE SOONEST AVAILABILITY SOMEONE CAN BE OUT IS IN 10 DAYS??? COMPLETELY UNACCEPTABLE!! If you think this is bad, it just keeps on getting worse!!Fast Forward to July 19, 2023 we are still without A/C & having to move everyone downstairs to live a technician came out & was here BRIEFLY. He introduced himself, went upstairs & FELT how hot it was but still proceeded to say there was nothing wrong with the A/C System. So your telling me you could not feel how hot it was after you were sweating from just being up there for a brief second?! Fast forward to July 22, 2023 we got another call from maintenance stating they are going to just paint over the leak & call it a day BEFORE EVEN FIXING THE ACTUAL PROBLEM! IT IS JULY 24, 2023 & THIS ISSUE HAS STILL NOT BEEN RESOLVED! If THIS is how Invitation Homes handles their PAYING CUSTOMERS we will never recommend them! Please see pictures of proof & how many times its taken to get someone out here! THIS IS UNACCEPTABLE!!

  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 concerns with their HVAC unit. Our maintenance team provided temporary units to accommodate *** while services were being rendered. The work was dispatched to a preferred vendor who reported the repair was completed on July 28th, however, *** shared that they were dissatisfied with the repair. We sent another vendor to the home on July 31st and our Maintenance Manager confirmed with *** that the issue has been resolved to their satisfaction.       

  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

  I am rejecting this response because:   
  So I called the ****** location and spoke to ****** asking if we can get compensated on our rent and light bill given the fact that we had no A/C & our electric bill is high. She wrote down everything and said I will give this to management and they will call before the first. I called July 25 and still no answer back. I've called a few times only to get the same "We have the information someone will get back to you" well here we are Aug 2 and nothing! They already tried collecting rent but like I stated to ****** the first time I need compensation because this is beyond inconvenient!

  Customer Answer

  Date: 08/08/2023

  As per our previous complaint we have written towards Invitation Homes, we are beyond upset, frustrated, and at our ends width on their horrible customer service, and lack of reaching out in a timely manner. We have been calling Invitation Homes since July 25, 2023 in regards to seeking compensation on our rent & electricity bill due to the *********** being down for a month. With their lack of attention to detail, and run around with customer service we have not been able to get ahold of anyone in regards to our complaint & seeking compensation. Each time we have called almost every day since July 25, 2023 we have been told to wait ***** hours & someone will get back with us in that time frame. No calls or emails have been made out to us in regards to any sort of updates. Fast forward to today at 5:13pm, we received an email from Ms. ******** whom we have been trying to get ahold of since July 25, 2023, stating that we have 3 days to vacate the property. How UNPROFESSIONAL is that. To send an email at closing time to a family who has been trying to get ahold of someone, Ms. ******* since JULY 25 2023. Not only is this highly unprofessional but also sparks concern on behalf of the management staff for their lack of attention to detail for their employees. ESPECIALLY THE PORTFOLIO DIRECTOR. WE NEED TO SPEAK TO A SUPERVISOR IN REGARDS TO COMPENSATION FOR AN A/C SYSTEM THAT WAS OUT FOR ONE MONTH. THIS IS RIDICULOUS!!!

  Business Response

  Date: 09/11/2023

  Invitation Homes has received and reviewed Mr. ************;complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. 
  The portfolio director reached out to **************** and ************** on 9/7, 9/8 and 9/11 and was unable to connect. The director of operations also reached out on 9/11 and was unable to connect. We reviewed the work orders again and have decided based on the data we will be issuing a credit.
  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.

  Business Response

  Date: 09/12/2023

  Invitation Homes has received and reviewed Mr. ************;complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. 
  The portfolio director reached out to **************** and ************** on 9/7, 9/8 and 9/11 and was unable to connect. The director of operations also reached out on 9/11 and was unable to connect. We reviewed the work orders again and based on our concession policy we have applied a concession for $730.50. our DO, **************, reached out to the resident and requested copies of electricity invoices to review for overages. Once received it will be reviewed to determine if the overages were due to the ** not functioning properly. 
  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.