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

  465 N Halstead St STE 150 Pasadena, CA 91107-6017

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  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

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  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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:07/24/2023

  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.

  Invitation homes is charging us for a water bill. We never had a water bill with them. we opened the water bill with the water company theyre charging us for the amount of $343. Our water bill normally is $31.42. We moved out of that house in June. We have shown our bills to them. Below is our bills and payment. they are not reimbursing us for the amount that theyre charging us for would like them to reimburse us for the amount theyre charging us for. we have been going back-and-forth with the same issue for about a month now they are refusing to acknowledge. My biggest question is, since I have an account with the water company. Why would you charge me for water? I appreciate it. Need to find a resolution. Bill 06-26-2023, $0.00, Due: 07-19-2023 $0.00 Payment 06-02-2023, $31.42 $-31.42 Bill 06-01-2023, $31.42, Due: 06-26-2023 $31.42 Payment 05-08-2023, $31.42 $-31.42 Bill 05-04-2023, $31.42, Due: 05-30-2023 $31.42 Payment 04-29-2023, $31.42 $-31.42 Bill 04-05-2023, $31.42, Due: 04-28-2023 $31.42 Payment 03-24-2023, $37.25 $-37.25 Bill 03-03-2023, $37.25, Due: 03-27-2023 $37.25 Payment 02-17-2023, $31.42 $-31.42 Bill 02-03-2023, $31.42, Due: 02-27-2023 $31.42 Payment 01-14-2023, $31.42 $-31.42 Bill 01-05-2023, $31.42, Due: 01-30-2023 $31.42 Payment 12-25-2022, $31.42 $-31.42 Bill 12-05-2022, $31.42, Due: 12-28-2022 $31.42 Payment 11-07-2022, $31.42 $-31.42 Bill 11-04-2022, $31.42, Due: 11-28-2022 $31.42 Payment 10-14-2022, $30.76 $-30.76 Bill 10-07-2022, $30.76, Due: 10-31-2022 $30.76 Payment 09-16-2022, $30.59 $-30.76 Bill 09-06-2022, $30.59, Due: 09-29-2022 $30.59 Payment 08-06-2022, $30.59 $-30.59 Bill 08-03-2022, $30.59, Due: 08-26-2022 $30.59 Payment 07-08-2022, $36.59 $-36.25 Bill 07-06-2022, $36.25, Due: 07-29-2022 $36.25 Payment 06-05-2022, $41.91 $-41.91 Bill 06-03-2022, $41.91, Due: 06-27-2022 $41.91 Payment 05-09-2022, $135.47 $-135.43 Bill 05-04-2022, $135.47, Due: 05-27-2022

• Initial Complaint

  Date:07/21/2023

  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 moved in to this property on 7/17/23. We did a walk through with ***** on 7/14. At that time he told us we were only responsible for the front of the yard and that ************* was *** responsibility. We also told him about the guest bathroom toilet that is making a continuous whining noise and needs to be fixed. He did not note this on the form and told us we should mess with it and when the pro-care worker comes out he can take a look. He noted the shower was running on the form. When I took possession of the home on 7/17 I realized the carpet was damaged from the tenants prior animal. The carpet was caked in urine on the stair landing and loft space and emitting an odor. I found the move in form, added the carpet and the toilets to the move in form and sent it to the realtor and assistant property manager within 48 hours of move in as the lease states. I also made work orders in the app requesting maintenance on these things including a carpet cleaning that was never done when the previous tenants moved out and a plumber to repair toilet and shower. I then spoke with the *** and found out the side of the house is homeowner responsibility not *** like we were told and side yard trees and bushes were all overgrown with weeds. I added in a work order for that. I was denied a carpet cleaning on 7/20 which I feel is unlawful. The home was not in good working order when I took possession, and I noted the items that needed to be fixed as well as put in the orders for them as the lease states within the time frame per the lease. I have tried to clean the carpets myself to have it in better condition for when I move my furniture over on 7/22 and have documentation of the dirty water and dirt that came out of the carpet that was never cleaned after tenants vacated. I would like my carpets professionally cleaned as well as the landscaping caught up and the toilet and shower fixed as all these things occurred prior to move in and should have been taken care of initially. I have been told I would receive a call from the local office and sent numerous emails with no response.

  Business Response

  Date: 07/25/2023

  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 Portfolio Director, ******, has been in touch with ***** regarding concerns with the condition of their home upon move-in. The minor repairs for the toilet and shower were completed on July 21st and the landscaping is scheduled for completion on July 28th. ***** confirmed that theres no longer a need for a work order for their carpet as they remedied the issue on their own.
  
  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: 07/27/2023

  I am rejecting this response because:   The landscaping was never completed. The work order was cancelled shortly after this response was submitted. Additionally, the hallway toilet stopped flushing less than a week after being fixed and is no longer filling in the back tank. The toilet in the master bath also only flushed every third time you flush it. It has been a week since we moved in. We also had to clean the carpet ourselves because when we requested it to be clean (like it should have been when we moved in) it was cancelled, we did not receive a timely response, and could not live in a house with dog urine in the carpet that stunk. So we rented a machine and did it ourselves. We were offered compensation for the rental but not for the time and labor it would have cost had they hired someone to clean it in the first place like they should have. 

  Business Response

  Date: 09/01/2023

  Invitation Homes has received and reviewed ******************************* complaint to the Better Business Bureau. We value our customers and accordingly made it a priority and worked directly with *********************** to resolve the matter.  Invitation Homes responds here to the Better Business Bureau request for information as a courtesy.
  ********************* communicated with *********************** regarding her concerns for the landscaping and plumbing work orders. *********************** confirmed that that both items were completed to her satisfaction.
  In conclusion, *********************** was contacted by Invitation Homes, and repairs were completed. *********************** was also advised of a rent credit for the expense she encountered for cleaning the carpet.  We believe *********************** to be satisfied as this was her desired resolution.    
  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 be close the matter with the Better Business Bureau.

• Initial Complaint

  Date:07/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we initially moved in Invitation Homes falsely advertised this home as fenced in after viewing the home we found it was NOT fully fenced in, because we were mid move from 3+ hours we scrambled to get the home fenced for our dogs and we were told u Home would not fix this. We had a hurricane in our home causing water to come into our bedroom where the botched part of our wall trying to see where the water came in and refused to replace the carpet. We also had a leak in our guest bedroom that caused their technician to discover recessive moisture in the attic that will eventually either create mold or the roof to cave in being that we live in ******* with the weather. DESPITE all this they have continued to raise our rent almost 300 each years PLUS these ridiculous fees. This year I have tried to get in touch with them to try to negotiate our lease and rent terms and they are refusing to even reach out. I would like to have someone reach out to maybe discuss the increase of our rent given the issues weve had. They constantly just send their agent who have little to no authority and its causing frustration on my part as a tenant thats wanting to potentially become long term.

  Business Response

  Date: 07/24/2023

  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.      
  
  ***** was sent their renewal offer on July 14, 2023. On July 17th, we spoke about their rate as ***** was dissatisfied with the rent increase. After review, we provided a discounted rate, but ***** did not accept it. On July 21st, our Portfolio Director contacted ***** again and ***** shared their maintenance issues had been resolved but they were still unhappy with their renewal offer. We explained that rent is determined from current market conditions, and they were able to come to a mutual agreement for ***** to renew their lease for another 12 months.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:07/20/2023

  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.

  On 7/13 at around 2 pm we noticed our upstairs air was not pushing out cool air. We put in a work order as the company states to do so. That night we arrived home to our house being 92 degrees. It was 114 degrees outside. Weve since had two technicians ************** the unit. Invitation homes has not approved for the work and therefore we are now going on day 7 of not having proper air cooling our house down. We have an infant who showed signs of heat stroke and required medical attention on 7/19. I spoke with multiple people, all who told me the maintenance manager was out sick and the other person who could approve repairs was in the field. The treatment is unacceptable and inhumane.

  Business Response

  Date: 07/25/2023

  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 Portfolio Director contacted ******* to discuss their concerns with the **** unit. The work order was reported to Invitation Homes on July 16, 2023, and a vendor was onsite on July 19th to assess and provide an estimate. The repair was complete on July 22nd and the **** unit is now operating 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.

• Initial Complaint

  Date:07/20/2023

  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 am a renter and have had a leaking roof since DECEMBER 2022z invitation homes is the problem and they refuse to fix the leak now for 8 months. They refused to approve the work orders (multiple). I finally asked for the area to be tarped and they havent approved. This leak has caused black mold they have fixed twice now but wont fix roof. I have rain coming in every day that it rains which is every day. Terrible and no response from invitation homes or the maintenance company that they use. Horrible.

  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 *** regarding the leak in their home. We scheduled for a preferred vendor to inspect the roof and provide a quote for repairs. The repairs were completed on July 21st, and we are currently in the process of completing the interior 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.

• Initial Complaint

  Date:07/19/2023

  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 highly disappointed in Invitation Homes and their slum lord ways. I thought this was a company with upholding values but they try and charge you for their property that they own. Maintenance while renting is normally covered especially with renter insurance. Just a few months ago my basement begin to flood and I noticed it was sewage water, I begin to panic because I have little ones, one who has already went into respiratory distress due to the mold that I asked the company to take care of (they did one 3 minute spray treatment and painted over the mold which is embedded in the walls) when I called for them to come out the Maintenance guy honestly told me the septic system hadn't been cleaned out in several years(I've only been here a little over a year) and he even looked around and told me the gutters haven't been cleaned in years as well and I should get someone out here because the house hasn't been maintained. He said what was found in the septic tank would take more than 3 years to contain and it hadn't been cleaned. They ended up digging a hole in the back yard cleaning septic tank and now I was stuck with the carpet that had sewage water on it. After waiting several weeks and now new mold has formed, they came in and treated the carpet (the prior maintenance guy said it needed to come up because that's dangerous for children) wet vacuumed it and painted over mold again. The maintenance guy tried to do the best he could but Invitation Homes would not allow him to pull the carpet out. After all this Invitation Homes calls me and lets me know that I have a ****** bill. This is despicable and unbelievable. When I moved into this house they told me several things would be fixed which never were and getting in contact with them or communicating with them is difficult. When they do call about you paying them for their lack of maintenance they are very aggressive and call from private numbers. I hope their costumer service get better.

  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 ******. The concerns with septic and remediation have been addressed by our maintenance department, and we agreed to remove the charge from ******* ledger.
  
  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:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My moved into this home on May 6th 2023 and it has been a nightmare since coming in contact with Invitation Homes LLC. The initial home we were scheduled to move in was dirty and full of insects and was nothing like the pictures shown online when it was time to move in. We were told we were eligible to find another home and will have all funds transferred over to the new home at no additional cost to us being that our original home wasnt move in ready as advertised (LIE) After 3 attempts we thought we finally found a home up to our expectations and that was move in ready In ************ ** but after moving in the home the nightmare began. The home was not cleaned the appliances was disgusting and missing items. Walls and baseboards are dirty along with missing pieces. The toilets werent functioning properly one wasnt working at all. We are having electrical issues with the *** system one side of the kitchen wont stop causing the breaker to shut off. We have been putting in maintenance requests since learning about the App in the beginning of May and Invitation Homes are just now repairing and fixing items that shouldve been fixed upon moving in this home. We had a horrible leak in one of our bedrooms because of the ** Unit which just got fixed last week. Me and my husband has missed days of work and had to alter our schedule consistently to be available for these appointments just for Invitations Homes to decide to send another vendor out for more quotes without doing repairs. This has been going on since weve been here. Now were being charged every single month for maintenance repairs that was here before we moved in this home. We are highly stressed, disappointed, inconvenienced, and we are suffering mentally and emotionally. This is way too much. The last two months have been horrible and is not what their mission statement is about. We do not trust Invitation Homes at this point to treat us fairly with the repeated charges for their preexisting issues??

  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 contacted with Jacara regarding their maintenance concerns and have expedited their work order requests. Unfortunately, we have experienced difficulties while scheduling with Jacara although we have made efforts to accommodate their schedule. Currently, we are awaiting Jacara to finish scheduling with 4 of our 5 vendors. Our maintenance team will continue to attempt to get these visits scheduled.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because:   

  Theres a huge miscommunication with Invitation Homes. The head supervisor of maintenance ************************* on 7/20/23 called me and asked for me to submit pictures of the issues in home while he created work orders on the phone with me and though he supposedly created them another supervision by the name of ******* contacted me and asked me to submit them again on 7/31/23 after sending the wrong vendors out. I explained to ******* that I will get to it when Im off of work. We are exhausted and stressed at this point with the several different vendor appointments with a four hour window and then once someone arrives either they dont call before arriving, the visit was created the day before the appointment on Invitations Homes side, or the vendors arrive at the home sit in the drive way without notifying anybody theyre there knock 1 or 2 times and theyre on to the next appointment. Me and my husband both work and work performance now suffer due to these issues that has been going on since moving here and working with Invitation Homes to get in order. I will attempt one final time to set these appointments on 8/1/23 and hope that Invitation Homes send the right vendors out without needing multiple visits that we dont have time to accommodate being that we have to work to afford to pay Invitation Homes rent 

  Business Response

  Date: 08/28/2023

  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 ***************************** and she stated there are no outstanding issues, all issues have 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.

  Customer Answer

  Date: 08/28/2023

  I am rejecting this response because:   

   

  I will accept the response once Invitation Homes keeps up their end and provide concessions towards  the months weve been here up until when  the maintenance was completed like discussed with the ************ director ****** on July 20,2023. Once the concession reflect our account and they honor their word I will accept all responses from Invitation Homes and have some kind of peace and trust again as a tenant. So far the final  maintenance request has been completed in August. Although an Invitation maintenance associate was suppose to fix the front door weather strip never came back after fixing the back door weather strip (He said he had to go to ********** and never returned)  is ok at this point. Were settling with what theyve done so far to make this home presentable while also expecting our concessions for when it was not. We will be available and waiting. 

  Business Response

  Date: 09/16/2023

  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. 
  
  Invitation Homes was able to come to an agreement with ******************** and honor her request to vacate the home without penalty. 
  
  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: 09/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/19/2023

  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.

  Per letter sent to Invitation Homes:In July of 2022 my girlfriend and I entered a lease through you for the rental at ****************************************************** in the amount of $2873 per month to include water, sewer and trash pickup. In August, September, and October the rent remained as per our lease agreement. In November of 2022 however the charges to us jumped to $3500 per month, a jump of $625 for the month. At that time, we asked for an itemized statement of the charges; as there is no way water, sewer, and garbage pickup were that much. You failed to provide us the requested itemization. In December you repeated charging us at $3500, again $625 in excess of our lease. The same occurred in January, February, March, April, May, and June. Again, each month we requested an itemized statement and you failed to provide us with any explanation.Then oddly, when I went to pay the July rent on June 30, 2023, my rent was what was agreed to in my lease, $2863. It appears that you have overbilled me at $625 per month for 8 months for a total owed me of $5000. Over all of your properties this questionably and unethical practice, if not an illegal practice, reaps significant profits for your company across your service area I am sure. How many more people have you overbilled thousands and yet refused to provide an explanation?My lease ends soon, and I am formally requesting the reimbursement of the monthly overcharges of $5000 to me due upon receipt of this letter via certified check and my full deposit refunded within 10 days of my move out. Furthermore, I expect a good reference from your company if contacted by a future property management company. Failure to do so will result in me seeking legal counsel and a lawsuit. I will further seek additional Lessees who you may have scammed to make this a class action lawsuit.I am not active duty but I am a veteran.

  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.      
  
  After reviewing the ledger, the lease, the renewal offer letter, and insurance documentation it was confirmed that the charges on the ledger were correct and valid.  The application approval email lists the monthly rental charge and security deposit amounts both as $2,795.00, the lease lists $2,795.00 for each, and the ledger was charged $2,795.00 monthly as per the signed agreement. It was also confirmed that the month-to-month charges began July 16, 2023, as there wasnt a lease renewal signed. When the second leaseholder, *******, vacated the property on October 15, 2022, Invitation Homes was not provided with a new insurance policy listing ***** as the policy holder and therefore was added to the corporate policy with a monthly charge of $15.50. The remaining charges, aside from monthly rent charges, are also valid as per the lease agreement. Residents are responsible for utility charges, filter charges, late fee if rent is not paid according to the lease agreement, and now month-to-month fees detailed in the renewal offer, also attached above as the lease expired July 14, 2021. As a note, there were two leaseholders and five minors using the utilities. Moreover, until receipt of the BBB Complaint, Invitation Homes does not have record of ***** asking for clarification of any charges or disputing any charges. Further, ****** ledger and account charges are, and have been, available in his tenant portal.
  
  Currently, ***** has not submitted a proper Notice to Vacate and is still a current resident.
  
  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:07/19/2023

  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.

  On May 3rd I applied for a property listed as "coming soon." I was approved on May 7th with a move in date of June 13th. I paid the $500 holding fee and signed all required documents immediately. On June 6th I called to ask about a walk through as I was told the previous tenants would be moved out on June 1st. At that time, the leasing agent checked the status of the propety and told me the lease had been renewed. She stated that she hadn't even been made aware and apologized. I understood and asked about the holding fee at which time I was told the holding fee and application would be refunded within 2 weeks. I have yet to receive my refund and have been calling daily for a status update. I've been told repeatedly that someone would call me back the next day and have yet to hear from anyone. The request for my refund was submitted June 7th but otherwise no one can tell me what is going on. I work a full time job and my office is open the same hours as their office. I do not have the time to chase down a refund that was promised to me almost a month ago. It's bad enough that I was never told the property was no longer available and had to call them to find out, but now they refuse to communicate any further regarding my refund. I would never recommend this company to anyone after such poor communication and follow through.

  Business Response

  Date: 07/27/2023

  Invitation Homes has received and reviewed ******** Hulls 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 received a review that ******** had applied for a property and paid a $500 hold fee. The current resident of that property decided not to move out, so LaShelles application was cancelled and needed to be refunded. The Leasing Experience Specialist requested the deposit to be refund, however it takes 14 days to be refunded once the money is paid. The check was mailed but was not expedited so it took longer than expected for the refund to arrive. Since receiving this complaint via the BBB, the refund has been paid to ******** in full.
  
  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:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are renting a home through them. From the first day we had moved in we have had multiple major issues from both bathrooms having major leaks, ac unit being broken and now we are dealing with exposed wiring from a in ground pool light that shocked me when I brushed into it while swimming after I was assured it didn't work due to it not having power to it. Clear tech *** which is their contracted pool company that comes out to do weekly maintenance had informed us that our pool was also leaking. We had opened and submitted MULTIPLE work orders to have these issues corrected starting on 6/11/23 which was 12 days after we had moved in. They sent out ********************** on 6/14/23, they did their inspection and informed invitation homes the light/exposed wiring needed to be replaced. On 6/15/23 they cancelled the work order with no explanation and I was told to create another one. So on 6/30/23 I had e mailed both *********************(Portfolio Director) and ******************* (assistance portfolio manager) They both responded to my email the same day and the following day apologizing and gave a good faith credit to assure me that our ac and pool issues will be resolved. The Ac unit was fixed 3 days after we had made e mail contact. They had me scheduled for 7/10/23 for lawn services llc to come out and fix the light in the pool that never showed up and on 7/15/23 IH cancelled the work order and I was told that it would cost too much to fix. They also cancelled the work order that clear tech had created to fix the massive leak in the pool due to it costing to much to fix. we are paying an additional $120.00 a moth for pool maintenance. We appreciate the credit but we would love to have a safe functioning pool. The water level has dropped 5 ***hes in the last 3 days. I emailed ****************** and *********************************(our superintendent) on 7/10/23 multiple times s***e the tech never showed up asking if they where going to fix the pool, as of today 7/16/23 I haven't heard from any of them.

  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 has been in contact with ***** about their pool concerns. We assigned one our preferred vendors to repair the skimmer and pool lighting. We are currently awaiting a new skimmer to be delivered and expect to complete replacement by July 28th.
  
  We will continue to work with ***** until all items are resolved.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 07/26/2023

  This issue has not been fully addressed. IH has reached out once, vendors have been randomly showing up at our home unannounced which in return I had to call off/miss work to accommodate them. Work has been started and not completed. I have called and spoken to multiple people at IH re: the matter and they assured me it has been fixed even though I'm at the house and can see the full issue has not been addressed and corrected. 

  Customer Answer

  Date: 08/03/2023

  I am rejecting this response because:   This issue has not been fully addressed. IH has reached out once, vendors have been randomly showing up at our home unannounced which in return I had to call off/miss work to accommodate them. Work has been started and not completed. I have called and spoken to multiple people at IH re: the matter and they assured me it has been fixed even though I'm at the house and can see the full issue has not been addressed and corrected. 

  Business Response

  Date: 08/09/2023

  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.
  
  The local management team has been working with ***** to ensure the pool issues are resolved at their home. *****, our Maintenance Director, visited ****** home on August 7th to view the pool and see what will be needed for repairs. We will remain in contact with ***** as we further resolve their concerns.
  
  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 am rejecting this response because:   I am rejecting this response because:   there has not been any contact re: the status of the matter. The pool is now turning green,  I have been sending  e mails and getting no response. I have opened multiple work orders that have been canceled with zero explanation. When I call I'm told "the local office didn't approve so they cancelled it." I'm paying an extra $120.00 a month for a pool and it's been mostly unusable and or a safety Hazzard. I have NOT received any contact from Invitation Homes re: this matter and have been totally left in the dark. 

  Customer Answer

  Date: 08/10/2023

  As you can see, another work order has been cancelled by invitation homes with no explanation as to why. 

  Business Response

  Date: 09/08/2023

  Invitation Homes have received and reviewed ************************* complaint to the Better Business Bureau. We value our community and accordingly made it a priority to work directly with our resident to resolve the matter. Invitation Homes responds to the Better Business Bureaus request for information as a courtesy.
  
  We have spoken with ********************** and have reviewed his concerns. ********************** had ongoing pool issues that needed to be resolved. To resolve Mr. ********** concerns appropriately and provide the best possible service, we have replaced the pool skimmer and provided two months of pool credits. We spoke to **********************, and he is satisfied that the work has been completed. 
  
  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: 09/10/2023

  I have reviewed the business response and accept this resolution. However, for a business that prides itself on providing safe homes and living situations this matter shouldn't of had been pushed to the BBB to begin with and NOT have taken months to address and correct. 

  Customer Answer

  Date: 06/13/2024

  As per our lease agreement we are supposed to have our pool cleaned weekly for $120.00 monthly fee. The contractors that IH had hired are not doing the job as promised and or not even shoowing up. The last contractor they "sent out" B&B lawn and Pool LLC never even showed up. They instead took OLD photos from before we had moved into the home and use those to close out the order to say that they had been here. I just want a company to come out and actually clean the pool since that is what I am paying for. I have emailed and called IH as well as the pool contractor and no one seems interested in fixing the issue.

  
  

  Business Response

  Date: 06/18/2024

  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.      
  
  We have confirmed with ***** that the pool issue is resolved and there are no additional issues at the home currently.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/18/2024

  I have reviewed the business response and accept this resolution.