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

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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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  Invitation Homes

  3730 Kirby Dr Ste 104 Houston, TX 77098

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  Invitation Homes

  3600 Lime St Ste 271 Riverside, CA 92501

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:07/16/2023

  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.

  About 8 days before last month my ac went out for the 2nd time in 2 years. The first time it took 30 days to fix.. this time same thing happend. When i filled they said someone would be out on monday i called on a Thursday its the the middle of the summer the house gets super hot! The tech came out and said its alot wrong in the attic , ACs out and gas leak! He says that if they approve h*** be back tommarow to fix. I assume they didnt and they called and said another tech will be out thereSo i immediately think to leave until another tech comes bc of gas leak, its been a week i dont hear anything i call them they send someone new by then its been about 11 days he doesnt fix then they said another company on almost day 20 that finally comes and fixes.. during this time due to all of what the first tech said I received phone calls talking about a temp house to stay in until the house is fixed so i asked to speak to manager bc nothing was seeming like it was being handled in the right manner or from someone in charge, so at this point im at my moms friends etc taking showers bc of no hot water and kind of looking for new residence bc of what they called and said, i love my house but all this is a inconvenience the stress i literally called them almost everyday for the month of june its ridiculous then they sent papers of eviction bc of non payment, i only didnt pay so i could get compensation that i was waiting to hear back from because they said they would get back to me bc of the inconvenience, still nothing, now im having to deal with this ive never experienced this is absurd all i wantee was compensation for my month thats the least they couldve done i didnt work almost 7 days trying to be prompt for the the different techs they had coming to my place. This is ridiculous im a on time payer i just want compensation i have kids this is crazy,,,, every phone call is recorded every issue is documented i dont get why it has to come to this

  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.      
  
  In May 2023, ***** contacted our maintenance department to share their air conditioner was not working properly. A vendor was sent to the home to assess, and it was determined that the unit needed to be replaced. Shortly after the unit was replaced, there was a gas leak, which caused ***** to have limited usage of their home.
  
  After careful review with genuine care, the local management team and ***** came to a mutual agreement for a one-time concession due to the timeliness of the repairs. The concession was approved and applied to ****** account ledger on July 18th.
  
  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:07/16/2023

  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.

  Prior to moving into an Invitation Homes rental property I read all of their reviews but decided to give them the benefit of doubt of being a standup company.I did a walkthrough and was assured the home would be cleaned prior to move in. As soon as I moved in there were dead roaches everywhere. I immediately contacted management and was assured they would send out an exterminator in which they did although I needed to do the cleaning. I lived in the home approximately 8 months and decided to transfer to another home they offered. It was a single level instead of a two story which would be better for my elderly family when they come to visit. It also had a pool for comparable pricing. I was informed I was approved for the home and paid all of the necessary fees including a **** transfer fee, and another security deposit as my current one couldnt be used for the new property. I did a move out orientation prior to move out so management could tell me what should be addressed inside the home I was vacating. Some of the things noted were, s**** holes in ONE room as nothing else was hung on walls besides my sons lights in his room. I did everything that was expected of me as far as cleaning and making sure the home was up to par upon move out. I have documented this with video evidence just in case IH decided to wrongfully withhold my security deposit. 15 days later I received notice they are withholding my entire security as well as charging me an additional 350$ for damages. My video documentation and records for services such as landscaping prior to move out will 100% show that Invitation Homes are wrongfully withholding my deposit. I have sent out my dispute to their claim today. Now that I transferred to another one of their homes and now am dealing with this I am extremely unhappy with this company. I am sickened by the lack of communication as I was told everything was fine with the home and not to worry during move out orienting besides lawn care/ screws/p

  Business Response

  Date: 07/21/2023

  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 connected with ****** and shared that we would review their move-out statement for adjustments. We have conducted the review but have not been able to reach ****** after several attempts via phone and email. We ask that ****** returns our calls or emails at their earliest convenience.
  
  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: 07/21/2023

  I am rejecting this response because:   I did receive an email from ***** and I immediately replied to him asking to clarify the charges and statement he had sent me. I received no response from *****. I did receive another email from another employee, *******, asking best time to call to further discuss as well as missed 2 calls while I was at work from *******. I have since replied to ******* advising that Monday morning 7/24/23 I will call in to further discuss. This matter has NOT been discussed and is still an open matter. 

• Initial Complaint

  Date:07/16/2023

  Type:Customer Service 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 moved out of my home on May 28, 2023. I was told on June 12th by ****************************** at the ******* office location that since they messed up and sent my check to the address I moved out of that if I didnt receive my security deposit refund within 2 weeks since I had my mail forwarded with **** that I needed to contact them to reissue the check to the forwarding address I provided them. I reached out every single day from July 3 to today, July 13th via phone and email and have received ZERO response back. I have been emailing *********************, *********************, and *************************. I have called and been forwarded to a call center where a ticket was opened and has been escalated several times. You cant speak to anyone in the office because apparently they dont have extensions or a direct phone numbers (or they just will not provide those and refuse to forward me directly to speak with these people) so they tell you someone will reach out and they never do. They did try to respond to the ticket and say that my number was incorrect (thats a lie, I confirmed it was correct multiple times and that they emailed me back (another lie). In the *********** I now have grounds to file this in small claims and I am in the beginning stages of this process with my attorney. This company is unprofessional. If this were the other way around youd be sending me to collections or evicting me. I lived in the home and paid everything on time for five years and I had no issues or disputes with my deposit - I just STILL do not have the money I am owed and the money they stated they were sending in the final statement of account.

  Business Response

  Date: 07/26/2023

  Invitation Homes has received and reviewed Jace Hoods 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 July 14th, the Assistant Portfolio Director (***), emailed Jace to advise that a stop payment was requested for the refund check originally issued on June 14th and that another check is being processed. On July 26th, the *** spoke with **** who confirmed that the new check arrived successfully. We apologize for the delay and appreciate Jaces patience as we corrected the issue.
  
  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. I was finally contacted after filing this complaint after several weeks of attempts. I did receive the check for my security deposit. 

• Initial Complaint

  Date:07/16/2023

  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.

  This company is harassing ** to sign a lease when they have left the house in question in less than a move-in state.The photos I am uploading show that this company is neglecting - as landlords - to treat and clean the property for black mold and overall cleanliness. I have given them 48 hours since being told of our potential house move-in readiness and determined that it is not yet I have been contacted from this company twice to schedule a move-in orientation despite telling them I will do no such thing and sign no lease agreement until these issues are resolved.I would like them to either finish the job of cleaning this residence or refund all our money because of this bait and switch. I have referred the company and the property to the county for inspection.Thank you.

  Business Response

  Date: 07/19/2023

  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.      
  
  Upon receipt of ****** concerns about the home, we sent a Supervisor to correct the issues on July 14th. However, ****** shared they did not want to proceed with the lease. We made a couple attempts to call ****** to no avail, so an email was sent to advise them that we corrected all the items but understood their decision. We offered a refund on the monies paid this far and asked for the address to send the refund check to. We have not heard back from ****** at this time and ask that they respond to the Leasing Experience Directors emails as soon as they are able to at *********************************.
  
  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:07/16/2023

  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.

  Call the local office in *****************. Get nothing but call centers with no one to help you. I sent multiple emails to *************************************** about an email she sent me about a 75$ charge put on my account. I have no ideas and requested several times. 1 in writing and I dropped it in the mail box with the rent check and several times with email. Im sure the excuse will be I was out of the office but there is no office when everyone works from home there. Also my issue with the septic tank over flowing and septic matter going all over the house with children there. I called the maintence line to have them send someone out as an emergency. They wouldnt and the next person they could get out there was Monday. The problem was happening Friday evening. I told them I have children in the home and they were aware of this issue and should have some emergency septic company to come right out and take care of this. No they didnt they said for me to take my kids to the gas station to use the bathroom. Mind you know septic matter is soaking up into the showers from the drains. So we cannot shower all weekend. NO ONE FROM THIS COMPANY REACHED OUT TO FIX THE PROBLEM I had. I had to call the police and make a report about them refusing to send someone out here to drain the septic matter from over flowing into the house. Yet again no one reached out to fix this issue. I want someone from corporate not any of them incompetent morons in your office. They have nothing but attitudes and dont care about anyone but their little paycheck they get from you. I will have the city inspectors involved the attorney general and more. This is beyond ridiculous that I have to take time to just make this review.

  Business Response

  Date: 07/20/2023

  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 contact with ******* regarding their concerns about a pending work order and charges on their account. A team member confirmed with ******* that the fee was reversed and a request for an adjustment review was completed. We also prioritized all open work orders. Our plan has been sent to ******* via email and they are satisfied with our 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: 01/18/2024

  Been contacting the fake local office that no one works in. Its all a call center. The people who answer the phone at ********** names ****** told me they arent allowed to give the property manager information on an issue Im having right then ****** asked for my information to pull my account he assured me he would give me the information in which he didnt and proceeded to provide me with a fake property manager name. Now I spoke with someone else names **** who advised me the property manager name is now ***************************** and attempts to fake transfer me to her but yet I get to a line thats not set up and hangs up. I just need the property manager to contact me. I dont want to go through this bogus fake local office call center I dont want to go through the maintence app. I need to speak directly to the property manager in regards to the issue Im having.

  Business Response

  Date: 01/26/2024

  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.             
  
  The local management team followed up with ******* to assist with their concerns. We apologize for the communication issues ******* experienced and we provided them with direct contact information for the local office.
  
  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:07/16/2023

  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 moved in the home I am currently leasing in late December of 2022. Upon moving completely in I had a procare visit from the company about issues that I noticed in the home. I have 3 bathrooms and one bathroom is located inside my room so I primarily use that one. The house came with many issues and plumbing being one very bad issues which i communicated with my procare agent in January and in February a technician came out and tried to unclog the toilet but had no luck so I put in another work order ( which the technician directed me to do) now the next visit , the technician actually had to take the toilet up off the ground and flush out the pipes because something was blocking it. They pulled out some type of tool and are now illegally charging me $400 for a problem that was already inside the home when I moved in. The company is a scam and I cannot believe that I am dealing with this kind of treatment. I have called multiple times and am not able to speak with anyone that can help me. They have no manager or anything of that nature. I am just disgusted with their methods of ripping off their lease holders ! This company is sick ! They are saying its a toy and its not a toy of any caliber and I did not create this issue !!! I have put in many reports.

  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 contacted ******* to explain that the chargeback they received is valid and considered resident responsibility as outlined in their lease.
  
  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:07/12/2023

  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.

  May 1st 2023. An email was sent to invitation homes explain*** our personal circumstances and that we had to vacate earlier than our lease agreement. (Which needed August 2023)We paid up all rent since 2019 On time everytime with no late payments. I finally received an answer and apology for their late reply. At First they intended to still charge us 60 days rent and a TON of other fees and charges. I could not understand why they were so heart less especially with my disabled husband And our personal situation that we had outlined. Then on 16th June they mailed to us a Move out break down of charges. I responded with a dispute letter and on some of the charges that i did not agree with. As it turns out they are now request *** $1500 (on top of our deposit) and charg*** an extra month for water, trash and other services even when we are not there. We paid for their clean*** services on top of everyth*** else they asked. They sent an email back explain*** they can basically charge those items and gave confus*** explainations of why , when clearly they could have just been understand*** in the First place and taken from our deposit some of the items we where aware Of, that needed fix***. No problem. But the over charg*** and heart less attitude, while we have been in grief, has been appall***. We have also asked for payment options but they are threaten*** a debt collection and have given us until the end of the month to pay a huge bill.

  Business Response

  Date: 07/20/2023

  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 written notice provided by ***************** was accepted on May 1, 2023. We appreciate Mrs. ******* on-time payments, however, since the household was vacating prior to their lease expiration, she was expected to be held to the terms of the lease buyout option listed in the lease contract Mrs. and **************** signed. On May 28, 2023, an Early Termination Agreement was sent to Mrs. and **************** to sign, and the agreement voided due to no signatures being provided. The written notice sent via email to our Leasing Experience Director on May 1, 2023, did not indicate a reasonable accommodation related to a disability being requested. The written notice indicated that an out of state home purchase was the reason the residents were requesting to vacate early as well as several deaths in the family. On July 12, 2023, the Assistant Portfolio Manager responded with a breakdown of the utility charges indicating utilities are charged in arrears and no duplicate charges were made. We also provided a detailed list of the damage charges that were incurred as well as a breakdown of the lack of notice fees. After the dispute was received, the Assistant Portfolio Manager requested $57.56 of those charges to be reversed by our corporate accounting team. On July 19, 2023, the Portfolio Director re-reviewed the previous dispute provided by ***************** to ensure there were no additional reversals needed and provided further documentation to clarify the charges that were in question. The Portfolio Director concluded $29.99 for cleaning walls should be reversed since ***************** paid our preferred vendor for cleaning, and she submitted a request to have this corrected by our corporate accounting team. It was not our intentions to dismiss Mrs. and Mr. ******* situation or grief, however, we are held to follow the policies outlined in the lease contract. We have also offered ***************** a payment plan for the final charges and will withhold sending the account to collections while this payment plan is being completed.
  
  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:07/12/2023

  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.

  1) 3 days after we moved in, a feral kitten was trapped in the master bedroom wall. Invitation Homes (IH) refused to help, stating it was my problem and to submit a work order for a hole in the wall once I removed the kitten. This happened twice within 2 weeks of moving in. On the 4th week, another kitten was found in the attic, trapped behind a barrier that was placed by the pest company that IH (finally) hired. They didn't clear the space, just trapped whatever was still in there and left me to deal with the clean up. There was access to the attic and the crawl space that was never secured by IH prior to moving in.2) The foot of my sons bed went through the floor. It has been almost 2 months and even IH maintenance cannot tell me why it is still not fixed. The floor has dry rot and crumbles when handled.3) The plumbing was so backed up when we moved in that ********** delivery could not set up my washer. Dirty water backed up and flooded the laundry room. The plumbing company IH hired said they fixed it; however later that night, the whole house vibrated while pipes made loud, scary noises, the toilets were bubbling and the not flushing. 4) The light fixture in the dining room ceiling is not properly secured. There is no harness or brace connected to the fixture, it is being held into the ceiling by a few screws into the spackle an dry wall. The spackle will no longer hold the screws and the fixture is just hanging now. I was told, by IH that I could install ceiling fans since there is no AC. That is the condition we found the light fixture in when we tried to install the fan.5) The heating duct is not attached to the house in the master bedroom. There is garbage in the duct as well. 6) I had a sever allergic reaction to something in the house that required immediate medical attention.This is not a complete list. IH is not properly renovating the homes they are stating are ready for move in. This home is not worth $2,500/ month in rent.

  Business Response

  Date: 07/18/2023

  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 ******* on July 14th and 18th to discuss an action plan to address the maintenance concerns including repairs of the bedroom floor, a ceiling fan installation, plumbing issues, insulation, and pest control. Work orders have been created to address these concerns and many are scheduled for July 19th and 20th. The others will be scheduled as soon as possible.
  
  Per Nicolles request, we approved for ******* to transfer to another home or terminate their lease without penalty. ******* is satisfied with our resolution and is looking through our currently available homes to see if there are any they like. Should they not find a home that fits their needs, we will proceed with the early termination.  
  
  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: 07/24/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 07/24/2023

  I am happy to hear that Invitation Homes is now in agreement to terminate the lease early. Thank you to the Better Business Bureau for assisting Invitation Homes and I in resolving this matter.

• Initial Complaint

  Date:07/12/2023

  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 *************************, I receive assistance with Hollywood Housing for the Section 8 Program and I lease from Invitation Homes - there was an inspection of the property (which is a yearly requirement) last September 2022 and there were various issues found - which needed to be repaired - Invitation Homes received a copy of the repairs needed and was advised all repairs had to be made by November 2022 and as of todays date the repairs have not been made - Hollywood Housing withheld payment for ******* and February 2023 rent and that when Invitation Homes assured the repairs would be made but because payment was withheld Invitation Homes is now evicting me and my Family due to their negligence - ALL my payments has been made but now Invitation Homes is refusing to take my payments and are adding numerous amounts of late fees when I have proof all my payments have been made

  Customer Answer

  Date: 07/14/2023

  I wanted to provide an update regarding Invitation Homes - ****** with Invitation Homes went over and beyond to assist with resolving the issue with my rent not being accepted, I was provided a full breakdown of my payments showing my true balance due and an agreement was reached to resolve the issue and I am grateful I am not being evicted. 

  Customer Answer

  Date: 11/16/2023

  I was approved for low income housing due to having a Child with a critical health issue - I have been leasing through Invitation Homes for about 5 years - I had an inspection completed at the beginning of 2023 and repairs were needed - Invitation Homes neglected to make the repairs in a timely manner and the Agency for low income housing stopped payments until the repairs were made (payments were stopped for 3 months) I assured the Agency the repairs will be made to start the payments but now Invitation Homes came after me for non- payment and out of the blue started charging me fees that were never billed in the 4 previous years and on top of that to this day the repairs have not been made, now Im being evicted because I was unable to pay over $3000.00 in additional fees added to my account - I have tried to send payments in but because I did not have the full amount all payments are being refused and sent back so as of Wednesday 11/15 Im being evicted while I have a child fighting for her life - The Manager ******** advised they will not work with me to resolve the issue so I will seek legal assistance

  Business Response

  Date: 11/21/2023

  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 with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.      
  
  The complaint stems from ****** having an outstanding balance of $8629.81 and pay or quit notice that expired on 11/15/2023. per (Fla. Stat. 83.56(3).
  
  On 10/26/2022, ****** signed a renewal lease agreement for the lease term 01/01/2023-12/31/2023. Following the renewal, an inspection of the property was completed by the housing authority on 02/21/2023. Invitation Homes passed this inspection and there were no additional items reported that required repair by the owner. 
  
  Multiple payment arrangements have been offered to assist ****** in reducing the balance over a reasonable period, but ****** continued to not comply with the agreements. ****** has not made any payments towards the balance since July 2023 and continues to request further extensions without any legal ramifications. As an additional courtesy, Invitation Homes extended offers to waive penalties if possession of the home was returned. ****** has declined all offers and has become unresponsive in our attempts to make contact.
  
  In receipt of ******* BBB complaint, the Portfolio team has made several unsuccessful attempts to contact ****** to offer a resolution. We would be willing to ***** one final stipulation agreement to resolve balance with the courts. Considering the history of failed payments, ****** will need to submit a minimum of 75% of the balance to enter the agreement.
  
  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:07/11/2023

  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.

  Number of issues are as follows:1. Overgrown trees on their property that overhangs over the shared block wall. Have requested number of time if they would please trim them but no response from them at all.2. Overgrown trees on their property are destroying the shared block wall and have requested that they be removed to prevent any additional damage but no response from them at all.3. Their irrigation system in their backyard is old and continues to leak and has damaged the shared block wall and have request that it is fixed but no response from them at all.

  Business Response

  Date: 07/18/2023

  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 ******* regarding landscaping and irrigation at our neighboring property. ******* provided photos and additional details and we confirmed that we will complete an inspection of our property for the issues mentioned. We further explained that the inspection had not occurred yet due to being unsuccessful in reaching our residents who occupy the home. Once the inspection is complete, we will begin to make repairs as needed.
  
  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: 07/18/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 08/30/2023

  #1 Tree hang over block wall: Was in contact with Invitation Homes about this issue and was told the tree would be trimmed last week on either Thursday of Friday but that did not happen. I have sent emails to them for information if and when this would be done and have have no response from them at all. See attached picture for tree hanging over the wall. #2 Landscaping not being maintained by owner (Invitation Homes) as required by the **** see attached picture. The *** rules state the following. *** Rule #3 Buildings and Grounds a.Each owner shall maintain his entire lot in a neat and orderly condition. No rubbish, weeds, debris or unsightly objects shall be placed or allowed to accumulate on a lot. This includes gravel, sand, concrete blocks or other construction material.

  Customer Answer

  Date: 08/30/2023

  1. They removed one of the trees that is causing the issues with the block wall and left the other on on place. I sent them a email wanting get clarification has to why they need not remove the other tree and did not recieve any response from them.

  2. I talked to the company that was removing the one tree and requested that they would please trim it and was told they were only contracted for the one tree, but later they told me they were going to trim it and would back the next or the following day to do it. Well the never showed up to trim the tree and I then sent another email as to why they didn't and have not received a response form them yet, see attached picture.

  3. The landscaping for the front of the house is not being maintained per the rules of the **** see below and attached pictures.

                                                                           HOA Rule #3
                                                                Buildings and Grounds
  Each owner shall maintain his entire lot in a neat and orderly condition.  No rubbish, weeds, debris or unsightly objects shall be placed or allowed to accumulate on a lot. This includes gravel, sand, concrete blocks or other construction material.

  Business Response

  Date: 09/05/2023

  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 his concerns about landscaping and the shared wall with Invitation Homes property.   Invitation Homes vendor was on ******/30/2023 and is sending a revised quote to restore the shared wall and remove additional trees.  Upon receipt of the proposal, we will begin making repairs as needed. 
  In conclusion, ************** was contacted by Invitation Homes, and provided with confirmation that we will make the necessary repairs upon receipt of a proposal from vendor.  We believe ************** to be satisfied as this was his 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.

  Customer Answer

  Date: 09/05/2023

  I am rejecting this response because:   

  1. They have not completed what I was told.

  2. Sent them multiple emails inquiring the status and questions regarding their work and completion.

  Business Response

  Date: 09/21/2023

  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 Portfolio Director previously communicated with ******* regarding concerns about landscaping and the shared wall with the Invitation Homes property. An Invitation Homes vendor was on ******/23/23, 8/30, 9/11 and 9/19. Upon receipt of the proposals, we will begin making repairs as needed. We have every intention of providing resolution.
  
  The work is pending two separate vendor quotes that we should have by the end of week. Once received we can provide an additional update.
  
  We will also reach out to the resident regarding the front yard landscaping and ask him to maintain per lease terms.
  
  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: 09/21/2023

  I am rejecting this response because:   

  The last time I marked "Satisfied" nothing happened and did not receive any response from them when I sent emails inquiring what their plans where and I won't until everything is completed. 

  Business Response

  Date: 09/26/2023

  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.        
  
  The Portfolio Director previously communicated with ******* regarding his concerns about landscaping and the shared wall with Invitation Homes property.  An Invitation Homes vendor was on ******/23/23, 8/30/23, 9/11/23 and 9/19/23. The tree removal is scheduled for 9/28.   The cinder blocks for the wall repair have been ordered with an estimated arrival date of 9/29. Upon receiving the blocks, we will schedule the work shortly after. We will reach out to the resident regarding the front yard landscaping and require them to maintain per lease terms.
  
  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: 09/26/2023

  I am rejecting this response because:   They are not complete with the issues.

  Customer Answer

  Date: 11/17/2023

  Why was this closed without allowing any comments from me. They did not take out all the trees which was the plan and they are not maintaining the landscaping as requested.