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

  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

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  Invitation Homes

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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:07/11/2023

  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.

  We were a ****** family looking for a decent sized rental, that needed to be safe and in good shape. We were told the home we were interested in had NO ISSUES and had been inspected as all of their homes are before being rented; and that we couldnt see it before applying(they knew we didnt have many options because we were selling our home). About a week after moving in, there was septic backing up and flooding in the yard. This continued for the entire year. Even on Christmas Eve when we had family over. They would simply send septic company to pump, but it would take days-weeks to get them out to us. Septic company, previous renter and nearby neighbors all said this had been an ongoing issue with the home for a long time and they refused to repair drain field and would just leave the septic cap open so it would flood the yard. They rented to us knowing there were major issues with the home. There were also cabinets and drawers falling off in kitchen and bathrooms, walls with water damage, an interior wall that shook(likely unrepaired structural damage), brown water due to a broken softener, floor planks with large gaps, leaking sinks, drain stoppers that wouldnt stay open causing sinks to fill, closet doors that would fall off because they werent attached properly, blinds that fell out of the wall because they were hung in gaping holes and spackled around. We were required to pay a pool cleaning fee, along with many other ridiculous fees, yet the pool company would not clean and the pool was unusable for weeks during summer because it looked like a swamp. We documented all of it, sent in requests, emails and phone calls. But have been given the runaround for months now. We moved out in March 2023. I was told to contact *********************** for reimbursement from many different Invitation Homes employees, but he has not responded for two months now. His last response in *** was that hed get back to me soon. They immediately sold the home after we moved out.

  Customer Answer

  Date: 07/20/2023

  Invitation Homes reached out to me directly. After submitting many emails, photos and documents to Invitation Homes, they admitted it was unacceptable and owed a reimbursement. They offered $1,000. After a year of ignoring the issue they withheld and having us stuck in an unfit home and a health hazard, I of course see that as a slap in the face. They said they could go to $2,000 but no more. Shame on this company for being so cruel to a family and bold face lying about the homes they rent. Far from clean and safe. Nearly $33,000 for a year of septic waste, home falling apart, nasty water, uncleaned pool, and the list goes on and on. Never again will I do business with such a corrupt company. 

  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 contacted ****** and reviewed their work orders and concerns. We offered to provide an additional credit due to the delay in plumbing repairs. ****** declined the offer as they didnt agree with the amount of $2000 and wanted $12000 instead. We informed ****** that although the issues occurred while they were in the home, our records indicate that we sent a technician to address the issues each time they arose.
  
  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:   They admitted they had done wrong and we were owed a reimbursement, yet offered only *****. I generously suggested 1*****. Only ***** per month. We could've legally not paid anything (which I found out later) until they repaired the drain field they knew needed replacing before they rented to us. We paid nearly ****** for a year of nonstop issues and they offered *****. That is extremely unethical. Sure, they sent out a septic company to pump, sometimes days to weeks later, but they refused to fix the actual problem, which was a health hazard. Again, we were informed by the septic company and neighbors/ previous renter that this was an ongoing issue with the home before being rented to us. We were not allowed to see the home before renting either. So there was no way for us to know the unbelievably low quality of the home. The septic issue was just one of many many issues with this home. We have hundreds of pictures. It should have never been rented to us. Which they knew. It is why they immediately sold it after we left. They did not want to repair the issues. They wanted to see just how many people they could scam before having to get rid of the home. It is very disheartening that they would take advantage of families in this way. They need to make it right.

  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.         
  
  We have acknowledged that there were challenges with the home that Shaina leased. Our expectation is to always deliver a clean, safe, and functional home to all our residents and deliver Fast and **************** when we discover repairs need to be made. However, issues can sometimes arise with properties that are complex, and we genuinely aimed to address any problems that were brought to our attention. 
  
  To help prevent these occurrences from happening in the future, we conduct thorough training with our teams internally. We also complete a comprehensive asset review of each property once a resident moves our and, in this case, we decided to sell this home.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 08/14/2023

  I am rejecting this response because:   They stated that their properties are "clean, safe and functional", while they rented us a home that had septic waste issue the entire time, cabinets falling apart, gaps in flooring, structural issues, etc. (all documented).

  They also stated they were "fast and friendly", while they ignored us for months and never repaired the issues. They left a family living with septic waste(and many other problems) even though we told them repeatedly it was a health hazard.

  They stated it was a "complex issue". The only complex issue is that they knowingly rented a home with major issues to a ****** family and have zero shame in it. They refuse to make it right. I've asked for only 12k(1k per month), which is extremely low, all things considered. If they won't resolve the issue and take responsibility, they will likely end up paying beyond what we paid for the whole year (damages, cost of moving in and then out, other various things that affected in our lives).

  They did not "genuinely aim to address the problem"; even the septic company told us they refused to do what was needed. Their resolution was to "leave the septic cap open so it would flood the yard and not the home".

  I have now personally contacted the previous renter, who also confirmed they had same septic issue, along with several other problems. Further proving they lied and illegally rented a home with a known health hazard. The previous renter also informed me that he moved out in February of 2022; so when I asked to see the home in late March/ early April, Invitation Homes lied again stating "there is tenant in the home and you won't be able to see it until you move in". They just didn't want us to see the unsafe condition of the home.

  If the company would like to resolve the issue, they can reach out and offer a realistic reimbursement. They've already told me they know we are owed reimbursement, yet offered 1k, then 2k....An absolute slap in the face after all they put us through. Shameful. 

  Business Response

  Date: 09/11/2023

  Invitation Homes have received and reviewed Mrs. ****************** rebuttal 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 acknowledged that there were challenges with the home that ************ leased. Our expectation is to always deliver a clean, safe and functional product to all of our residents and deliver Fast and Friendly service when we discover repairs need to be made. However, issues can sometimes arise with properties that are complex and we genuinely aimed to address any problems that were brought to our attention.
  
  In order to help prevent these occurrences from happening in the future, we conduct thorough training with our teams internally. We also complete a comprehensive asset review of each property once a resident moves our and in this case we made a decision to sell this home. 
  
  We have reimbursed the resident $2,000 due to the inconvenience of the issues during the lease in an effort to reasonably resolve this matter.

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   I am still in absolute shock they rented a home in such terrible shape. They lied and said there was a tenant when there wasn't. I did my due diligence to make sure our family was getting into a safe and functional home, but as a first time renter, I was totally duped. We have not been reimbursed $2,000. Invitation Homes has not reached out to us directly since early July; and again that was when I sent many pictures and screen shots of documentation that brought them to finally call and admit they were in the wrong. Yet, still will not do what is right. Not sure why they said they reimbursed us $2,000, unless they're sending a check in the mail. It would be a small step in the right direction. 

  Business Response

  Date: 09/27/2023

  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.        
  
  We apologize for the delay in getting Shaina their refund. Since this home was sold, the process for obtaining a refund takes longer than normal. However, Shainas refund has been processed, overnighted via ****** and delivered on September 27th at 11:25am (tracking #: **** **** 3953).
  
  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: 09/27/2023

  I am rejecting this response because:   We were trying to resolve this issue long before the home was sold. We dealt with the issues the whole year we lived in this home. I stated before that $2,000 is a small step in the right direction. If Invitation Homes would like to make it right, they could refund us for the whole year, seeing as they knew this home had septic issues before renting to us and would not let us see the home prior to renting. I only asked for $12,000, being extremely gracious. And that was before I contacted previous renter who further confirmed hed been out long before we asked to see the home.  Would love for a quick resolution, as its already been 6 months since we moved out. I would sincerely like to hear a realistic resolution from Invitation Homes. 

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had repeated work requests for numerous problems within the household. Recently we have found mold growing underneath the sink (which we have put numerous work orders in for, but Invitation Homes states it is still functional. Yet, we have had their companies come out and state they need to be replaced. Please review our complaint on numerous levels (including their hidden responses) and we are more than they willing to share on an open forum. We have a statement from ********************* that stated, "I am more than willing to let you out of your lease when you are ready." We are ready for this. Between my wife's asthma and the continuous issues with our house, we have had made a decision to leave. I do not know where, but my familys safety is more important than being sick all the time. Case history has shown that Invitation Homes does not care about the tenants, but cares about the almighty buck. As stated in our document, there are numerous links from throughout ******* on problems that have been shed on them. It has come to a point that my familys safety is more important than paying for a lease that states functional and working. We have put in over ***************************************************** to say "landlord resolved" without any interaction with the tenant. Invitation Homes has a habit of luring their customers in with false hopes and dreams, but all they give is empty promises and costs that do not meet their standards. HOA fines or fees are not relayed to us until months after they are served. We have a recent example of this from them in regard to our yard (if you need details, we are willing to expand on it.) We have tried to be patient with them and work with them, but all we get in response is that it is functional. Invitation Homes is a slum lord and will continue to take advantage of anyone that falls prey to them or is desperate as I was to get back on my feet once again. Inclosing Invitation is a scam.

  Business Response

  Date: 07/13/2023

  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 local management team has contacted ****** and the other leaseholder, Osceola, regarding their maintenance concerns. The Maintenance Supervisor and Director of Rehab, Turns, and Maintenance met with ****** and ******* to walk through the home and turn their keys over to us. The residents have agreed to vacate the home as of July 12th with no additional penalties and we are working with ****** and ******* to ensure their deposit is refunded in a timely manner.
  
  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 am rejecting this response because:   Invitation Homes had us sign an agreement stating they were going to refund us in full and wave all outstanding charges on our accounting ledger.  Well they defaulted on their agreement and did not refund us in full.  They deducted all sorts of charges from the deposit and only refunded us $886.89 of the $1,699.00.  Invitation Homes did not even offer any compensation to us for our moving expenses, the abondance of fees they have charged us for services of theirs that never worked, the high electric bills due to problems from the air conditioner, nor for the 3 months of having only 1 bathroom.

  We received the check for $886.89 via ***** Friday from Invitation Homes.   As of July 18th, 2023 I still have not received the balance of the deposit.

  They have apologized over and over to try and keep us quiet and not go to the media and news.  Well they defaulted in their agreement so shall I.  I am not keeping my mouth shut.

  They think if they send us a 2nd check with the difference that it will fix them defaulting on their agreement.  Well it doesn't fix it.  Bottom line is they still defaulted.  It took me blowing things up with them via text messages to attempt to get it fixed.  

  ********************* said that the accounting department did not do what they were told to do.  But as I told him, he obviously does not have a say or real authorization otherwise the accounting department would have listened to him.

   

   

  Business Response

  Date: 08/17/2023

  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 local management team has been in contact with ****** regarding concerns with maintenance while living in the home. Our Maintenance Supervisor and Rehab, Turns, and Maintenance Director met with ****** to walk the home before the residents returned their keys back to us. To resolve this matter, we agreed terminate the lease agreement without penalty and provide a full security deposit refund. We experienced delays with the initial full deposit refund and did expedite a second refund check, which was confirmed as delivered.
  
  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: 08/17/2023

  I have reviewed the business response and accept this resolution. 
  

  Yes they did refund us our full deposit but also had us sign a order saying we will not talk or tell anyone about our experience with them.  
  

  Which is sad!   But I still can give consumer reviews of the company and not be told to be quiet.    
  

  Sad they choose not to fix the problems on the house.   They put it for sale.   
  

   

• Initial Complaint

  Date:07/10/2023

  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.

  Summary of Faulty HVAC Installation Incident Leading to Injuries, Property Damage, and Potential Legal Action Key Points:Incident Date: A bathroom ceiling collapsed on me on June 30, 2023 due to a faulty HVAC installation by ****************************, causing physical injury and property damage.Physical Injury: Ive experienced shoulder and neck pain, also resulting in lost wages due to missing seven days of work and requiring chiropractic treatment.Property Damage: The incident caused substantial damage to the bathroom and my personal belongings.Uninhabitable Living Conditions: The bathroom collapse left the house exposed to elements, creating a hazardous living condition with bugs, chemical smell, and lack of ventilation.Extreme Weather: I had to endure these conditions during a record-breaking heatwave with temperatures hitting 108, 106, 99 degrees.Neglected Assistance: Despite numerous calls to the maintenance, local office, and corporate office, no help was provided for five consecutive days.Temporary Accommodation: I had to arrange for hotel accommodation for myself, my children, and elderly mother for four days.Poor Response: The local manager, ***, denied responsibility for any expenses and offered a subpar solution of covering the ceiling with a plastic bag and providing a one window AC unit in a 3-bedroom house.Our house has been recaching temperatures of 106 in the house even in am hours (Its A Hot Box) with only 2 opening windows in the whole house.Long-Term Tenant: I have been a reliable tenant for seven years, paying rent every month even during the ******19 pandemic.Negligence: An improperly installed pipe caused the incident, a mistake made by a vendor hired by your company.Escalation: I received a three-day notice on July 9, 2023, despite the unresolved issues, and me having medical problems ,which might lead me to seek legal advice

  Business Response

  Date: 07/14/2023

  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 local management team spoke with Seanisha about the actional plan to address the work orders opened on June 30th regarding an ** leak and needed drywall repairs in one of the bathrooms because of the leak. On June 30th, a vendor cleaned up the debris that fell into the bathroom due to the leak. A temporary ** unit was delivered to the home on July 5th and a vendor covered the open area with temporary plastic until the leak is repaired. The ** repair was completed on July 10th and drywall work was completed on July 11th. In summary, Invitation Homes responded timely to the work order repairs and was not negligent of the required 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:07/07/2023

  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.

  I have rented a house from invitation homes and the house is not ready for me to live in. First, the dishwasher is dirty and not working and I got sick because of the dirt in the dishwasher.Second, the smart home is not working and they kept charging me $50 per month for not providing service.Third, the lights in the house are not working. The drawer in the kitchen is broken. The garage door is not working. The ring door is not working. The company forced me to pay the money for not ready house and they refused to fix the issues in the reasonable time frame.

  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.      
  
  One of our Managers, ****, visited Waels home on July 12th and while visiting the home, **** found items that required attention. We are going to replace the dishwasher and complete repairs on the kitchen drawers, door, ball patches, blinds, Ring doorbell, and inoperable lights. The ADT/Wi-Fi device will be removed, and the secondary AC unit is not able to be controlled by the smart home system.
  
  **** advised Wael that we will facilitate reconciliation of these items as quickly as possible and Wael understands that the items may be worked on at different times by different technicians/vendors due to the nature of the issues. Once all repairs are complete, we will review the account for concession.
  
  We apologize for the communication issues Wael experienced and appreciate their patience as we work to resolve their concerns.
  
  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 am rejecting this response because:   

  The company is laying. They keep wasting my time and my money, I took one day off of my work, and the manager came, and he took some pics and he promised that he will fix the problems.

  Today, I took today another day off and a maintenance person came, and he didn't fix the main concern which is the dishwasher and he put some glue on the drawer, and he told me don't put heavy things inside because it is broken. In addition, he didn't fix the broken bathroom door, and another damage bulbs. 

  The main issue the company took my money, and they keep charging for service that they don't provide. They claimed the house is smart house (they charge me $600 per year) and the manager told me that you cannot control the thermostat in the upper level so what left to control.   

  Before I moved into this house, they claimed this house is ready for rent. I have been in the house for almost more than one month and they don't want to fix the issues. 

  Business Response

  Date: 08/18/2023

  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.       
  
  ***** garage door was fixed on July 7th. A new dishwasher was ordered and installed in ***** home on July 18th. Additional items that were completed on July 18th include: replacing bulbs in the office and Ring doorbell repair. A credit was applied to ***** ledger to account for their smart home package not functioning properly. We apologize for the experience Wael had upon move-in and confirmed there are no current open work orders that are pending a resolution.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because:   The business again is lying. I still have issues in the house that I have requested to be repaired and the invitation homes are ignored me. The bathroom door lock is broken and bedroom downstairs lock is very loose, the lights in the bathroom are not working. 
  

  they charged me for the home insurance while I have mine long time ago and I have submitted the document to them 2 months ago. 
  

  they charged me $50 again for account set up while they charged last month $50. 

  I have never received any credit for the services that were mot working. I cannot control the downstairs thermostat and they charge me $40 for this service.

  this company robbing clients and they dont respond to calls and they want me to stay home while they fix their home. 

  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 worked 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 spoke with **************** on 9/7/23. **************** expressed concerns about his smart home not functioning, bathroom door locks and lights not working and a lock being loose. When we checked the system no work orders were in the system for these items. **************** said he had never been given information to place work orders. **************** also expressed never being told he had gas in the home or that he was to put the gas in his name to avoid the vacant service fee. The portfolio director provided **************** with the utility provider info and credited back the vacant fees. **************** sent in the corrected insurance documents, and we have received confirmation that it has been corrected going forward. **************** appreciated being provided with the information and will reach out directly to the portfolio director if any other issues concerning this matter arises. 
  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: 09/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/06/2023

  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 have been renting with Invitation homes since May 2022. From day 1 they have had misleading information on their advertised property and did nothing to resolve it. Before moving in I noticed the house did not have a fenced yard as listed on description. I spoke to ********************* about this and ask that they either put a fence in or lower the rent as a fence was a huge reason I chose this property . I own 2 dogs. She proceeded to tell me she had to put in a request and after about 24 hours she informed me there was nothing they could do and that the rent would be staying the same . Sorry for the mistake is what I am honestly sick of hearing . When I first signed my lease , under Monthly Charges there is a $30 Amenities fee . I live in a community that has *** and as listed in the advertisement it states there is a community pool and tennis courts . My issue is since May 2022 from when I moved in I have requested a pool key /amenity pass. I have been given the run around. Everyone has beenworking on it. Went all last summer with no access to pool or tennis courts. Once again this is another reason we chose this house. The amenities and the fence that we have not had and now its been 14 months. Fast forward to this year 2023 I wanted to be proactive and reach out about my pool key so I may get it by the time summer starts and my son is out of school. I received an *** violation/ warning in March for weeds in my yard and was told that because of the open violation they were not able to get me a key. ( what about the last 10 months when I had no violations) what was the problem then? I worked on getting my violation cured and submitted documentation of the actions I took to cure the violation. Still no key. I was then emailed on 6/26 stating they were working with their accounting department to pay and the payment should be process and I would get my key . When I spoke to ********************* on 7/3 she stated she wasnt sure what was going on that the *** was difficult to get in touch with and I also had a violation for my Mailbox that they needed to fix before I could get my key. Here we are another summer and I have had no access to the amenities and still no solution in sight. This company is very unprofessional and expect you to handle things in a timely manner and pay your fees when they say but they dont hold up to their end of the contract .

  Customer Answer

  Date: 07/06/2023

  Through my investigation I have found that this company never provided me with a handbook for my *************** and this was confirmed with the *** as they never received my signed copy that was supposed to be sent to them. Also, the company had fines they had not paid and blamed me for violations that were from before I moved in . As of today and after me asking over and over month after month I find out they still havent made their payments up to date and are not being honest with me . Making it seem like its my fault . 

  Business Response

  Date: 07/13/2023

  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 local management team spoke with ******* and discussed their concerns with access to their *** community amenities. After reviewing the account, we confirmed that the issue has been resolved. The *** received the payment and as a result, ******* can have access to the amenities. We recognize the inconvenience this may have caused ******* and have provided a concession as a gesture of good customer service.
  
  Regarding ******** request for an early termination of their lease at no cost, however, ******* entered a legally binding contract with Invitation Homes, and should they want to terminate their lease early, they will need to pay the penalty that is outlined in their lease 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.

  Customer Answer

  Date: 07/16/2023

  I am rejecting this response because:  It took 14 months to resolve the issue of Invitation Homes paying their HOA to allow me access to the amenities I was paying for . They allowed me to move in when fees and dues were not paid to HOA and per HOA they charged me and accused me of violations that were from before I moved in. Where is the accountability. $360 is money back for the amenities fees I paid, what about for the inconvenience? What about me moving because my landlords were dishonest to me and I had to email them 10 plus times abs never got a solution. I am not satisfied with the solution they think is acceptable. 

• Initial Complaint

  Date:07/05/2023

  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.

  We have been renting a home from Invitation Homes for the past 12 months while waiting for our new home to be completed. Our lease was from June 2022- June 2023. Several months back we contacted ***************************, an Invitation Homes leasing agent about switching to month to month at the end of our lease. She informed us that the rent would increase to $3157.20/month for month to month or $2631.00 for a 6 month lease. We informed her we would stick with the month to month rate, as we wouldnt need the house for an additional 6 months. At no point did ******* inform us or our realtor about an additional Month to Month Rent fee in addition to the quoted monthly rent increase. This Month to Month Rent fee is an additional $526.20 on top of the increased monthly month to month rent rate. We believe *************************** was very deceptive when she withheld this newly added fee. We also believe that this fee should be returned as the terms of our lease do not mention any additional added fees when switching to a month to month lease.

  Business Response

  Date: 07/10/2023

  Invitation Homes has received and reviewed ************************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.      
  
  **** chose to extend their lease on a month-to-month tenancy.  The account reflected a double charge for the rent month-to-month fee which was an error. The account was corrected on July 5th, the day it was brought to Invitation Homes attention. We apologize for any inconvenience this may have caused.
  
  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:07/05/2023

  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 into my invitation home on 4/29/23 and my lease was signed on 4/18/23. There is a 20 foot pine tree wrapped in English ivy. I was told by a lawn maintenance professional that the pine was in danger of falling onto the house in the winter because of the ivy wrapped around the tree. The ivy causes steals nutrients from the tree, kills it and in the end will brittle the tree and cause it to fall. This is a threat to my family and our safety and invitation homes has not taken the ivy off the tree to prevent it from falling onto the house. Additionally, there are three trees in front of the deck wrapped in English ivy and poison ivy and it is reaching under the house, and has wrapped all around the trees. These issues have been here BEFORE I got into the house and invitation homes has not taken care of them. I have made three calls and attempts for someone to fix this issue and no one has taken care of it.

  Business Response

  Date: 07/13/2023

  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.      
  
  We apologize for the experience Tierra had. The ivy has been trimmed back and we are sending an arborist to the property to address all the trees.
  
  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: 07/13/2023

  I am rejecting this response because:   this is the fifth work order placed on this home and probably the 8th in a 3 month span of time in which I was living here. I am under the firm belief that Invitation Homes DID NOT fully inspect this home and repair the damages and issues BEFORE renting it out. Now my family has to live in a home that we cannot fully use. I would like to see compensation on rent to relieve this stress and I will not be satisfied until this issue is taken care of. 

• Initial Complaint

  Date:07/05/2023

  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 into the Invitation Homes house on July 23, 2021. The address is **********************************************************************. The house is very outdated and appeared to have lots of water damage in the cabinets all over the house. The appliances were very aged and many maintenance requests and repairs were made to them. Approximately 6 months ago, I increasingly became sick more often. After doctor visits with signs of virus or infection, it was concluded that mold was the factor to my sickness. On June 7, I decided to relocated out of the house for my well being. My lease was scheduled to end on July 23 and I notified Invitation homes that I would not be renewing in June 12. We received notice back that our lease would now end on August 13 and we were to pay almost an extra months rent. We called and spoke to local representatives and no one would help me. I agreed to fulfill my lease until July 23 but did not agree to pay the extra 20 days. But Invitation Homes still charged us the extra fees. This company is not fair to do business with and their customer service when asking for help is subpar. They take too long to respond unless they need to collect money from you. I just want this to be fair and pay to the end of my lease which is July 23.

  Business Response

  Date: 07/13/2023

  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 local management team has been in communication with ******** via email per their request. We discussed the concerns with their home and informed ******** that we would like to move forward with resolving the issues in the home. ******** no longer wants to reside in this home and informed us that they will be vacating. As a gesture of good customer service, we agreed to allow ******** to vacate with a short notice of less than 60 days which is a lease requirement. We also made the proper updates to their account so they may make their rent payment.
  
  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: 07/13/2023

  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 local management team has been in communication with ******** via email per their request. We discussed the concerns with their home and informed ******** that we would like to move forward with resolving the issues in the home. ******** no longer wants to reside in this home and informed us that they will be vacating. As a gesture of good customer service, we agreed to allow ******** to vacate with a short notice of less than 60 days which is a lease requirement. We also made the proper updates to their account so they may make their rent payment.
  
  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:07/05/2023

  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 am writing this to make you aware of the never-ending, malicious, harassment I am receiving from one of your employees, *************************. I request that he personally cease and desist any further attempts to contact me. I further request you investigate this matter to confirm that I did indeed answer Invitation Homes request. I have enjoyed a long 7-year relationship with invitation Homes. I have not had any issues with any other person at Inhiation Homes, until now.Sometime shortly after April 05, 2023, I received a notice from the ******************* *** regarding an alleged violation of the *** rules. Soon after, I answered the *** directly regarding the alleged violations. I also received notice from Invitation Homes regarding the alleged violation. Notice of the alleged violation was received from two or three different people at Invitation Homes. I replied to Invitation Homes request by sending in pictures to the portal I received via email. Within a few days of sending in proof of the alleged violations, I received a threatening and harassing phone call from *************************. During the conversation he demanded I send him immediate proof of how I cured the violations. When I told him I already sent in proof, he called me a liar stating he never received it. He was arrogant and extremely condescending. I explained that I have been receiving notices from several people at Invitation Homes and I already answered the request. He continued his condescending rant raising his voice at me. I requested that he never call me again and any further contact should be made in writing. A few weeks later he called me again asking in a very condescending manner for the same thing. I reasserted it had already been provided a few weeks prior to invitation homes and directly to the ***. I also reminded him during the last phone call that I requested he not call me and that he should only contact me in writing. On Friday, June 30, 2023, at 4:49pm, ****** had the audacity to call me yet again. Once again, I asked him why he was calling me yet again when I have already resolved the matter and he called me on two previous occasions. I have grown tired of his idiocy and anger issues. I once again asked that he only contact me in writing. Eleven minutes later, he sent me the following email: Not understanding why you rudely hung up on me. I was simply trying to let you know I rode by your home to take picture to close violations for you. Even though you had a huge white truck parked in the street. When you already received a violation for it. You have a trampoline on your property which is against your lease agreement on page 21 section 9. I am trying to close violations for over **** homes so I apologize if I cannot remember the exact conversation we had especially when you hang up mid conversation. You have refused all certified letters. Currently this is being sent over to the compliance specialist for further actions. I will attempt to close some of these violation with the pictures I took yesterday after I crop out the illegal parking and what ever is left remaining will be left to you to cure. If it results in fines those said fines will be added to your account ledger. As far as the additional infractions that were added to the existing one listed actually benefits you so you dont get additional ***** charges on your account for each. I was initially calling you to let you know I was trying to cut corners for you and get these closed. Moving forward you *** communicate with the Assistant manager and or portfolio director since this is the second time you have rudely hung up on me while I am trying to assist you.Let me address each item in the very condescending email. I did not need to take pictures to close violations because I completed that task 2 months ago. Even though I had a huge white truck parked in the street. What does this even mean? There is no rule with the *** stating that I cannot park my vehicle in the street. Does ****** have such low self-esteem or anger management issues? I did not realize a **** F-150 is considered a HUGE truck. Really?!?!?! What business is it of his what I have parked in the street? As for the trampoline, I just read the previously lease agreements and a trampoline was not addressed in the lease. We have had our trampoline on the property for seven years. Further the lease states trampolines are not allowed without prior written consent. Does he not know how to read? Nevertheless, I will remove it as the new term was snuck into the lease agreement. There is no illegal parking!!! I do not need him to crop out anything as there was nothing illegal. WHAT AN ASSHOLE! Next, the $35 charge in the lease.The way it is written in the lease(In Landlords sole discretion and upon demand by Landlord, Resident shall also pay to Landlord as additional rent an administrative fee in the amount of $***** for each violation, charge, or fine assessed due to Residents failure to comply with any *** Governing Documents or Applicable Law) is incorrect because there has not been any proof of any violations. There are only allegations of violations. If there was pictorial proof, the statement in the lease would hold up in Court. Finally, he stated I *** only communicate with management team and not some low self-esteem individual with anger management issues who believes that everyone else is dumber than him. Thank God!Shortly after moving into this community, I received an alleged violation regarding the lawn. It got so far that the *** scheduled a meeting to address the violation as they wanted to charge me a $100 fine. Upon attending the meeting, I provided them with pictures of over 20 other homes in the subdivision with the same violation. I asked if they all received the same violation notice. They could not answer me. In fact, I was told that no one ever attended an *** meeting before. I asked why they do not take photos of the alleged accusations they make against homeowners. They stated, Its usually enough when we send someone a letter asking them to take care of the violations. I then proceeded to let them know that I had a lawsuit against a ******* *** for alleged violations without pictorial proof. I won the lawsuit as Court found the *** selectively enforced some rules only against certain residents and not others. It cost the *** almost $15000 in attorney fees. I only bring this up to let Invitation Homes know that I know how to abide by the rules of an *** and take legal action for alleged violations that *** not be true.In closing, I ask that Invitation Homes investigate this matter and verify that it did indeed receive the proper notification. I also request to never again be contacted by *************************. Further, I would like to be refunded the $70.00 I was charged for the alleged *** violations of which there is no proof. Regards,***** ***

  Business Response

  Date: 07/13/2023

  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.      
  
  Our Vice President of Operations, *****, spoke with ***** on July 10th regarding their BBB Complaint. After discussion, it was agreed that ***** would work directly with their *** regarding any violations the *** deemed appropriate. It was also agreed that Invitation Homes would provide a credit for two *** admin fees to Shawns ledger. The five active *** violations we received have been closed and will be responsibility of ***** to satisfy the violations with their *** directly.
  
  Regarding Shawns concerns with communication from our associate ******, a mutual agreement was made in which ***** would not receive communication from ****** further and will work with either ***** or their Portfolio Director, ******, moving forward.
  
  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: 07/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/04/2023

  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 have been renting from Invitation Homes since February 2023; during that time, we fell behind on rent to pay legal fees to file for bankruptcy a couple of months later **** bank account was compromised, so we fell behind on other bills such as utilities. As a result, we fell behind on rent, and now that we have the funds to get caught up, invitation homes is demanding over $10,000+ to be paid in certified funds. They will not accept anything less than that for us to at least pay $8000+ so that the April, *********** rent is paid in full. Additionally, Invitation homes will not allow payments on their portal unless its the full amount. This company continues trying to ask for a mutual lease termination which is not allowed while Someone is in bankruptcy; Ive tried to get current multiple times, and was told that when dropping off 2+ months rent, it would be sent back via ****** which makes no sense to me. Now I am holding on to certified funds of excess money because they want over $10,000+ but the account manager, ********, and her manager ****** wont accept $8,000+ to become current, yet my account is in an eviction status which makes no sense at all. When I sent the bankruptcy paperwork to ******, she said she would research this and get back to me on Wednesday. What is there to research? Theres nothing to research in a legally filed document; it really shouldve been forwarded to the legal team for an informed decision and an automatic stay goes into effect. I shouldnt have had to send proof of a legally binding document or situation nor placed under an eviction status because invitation homes is refusing to bring account current. The drop off location for certified funds is almost an hour drive, and with my recent medical issues from a car accident, nobody has time and gas to drive two hours round trip. I have attempted to make payments in May, but couldnt due to work. All Im asking is for acceptance of the $8000+ that we have to pay for back rent.

  Business Response

  Date: 07/10/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.      
  
  On June 27, 2023, ********************* (Portfolio Director) spoke with ********* regarding her then outstanding account balance of $7,858.93. At the time, ********* wanted to pay $5,500.00 and pay the remaining balance the following week with Julys rent charges included. It was explained that partial payments were not accepted while the account was in eviction status. It was further explained that the full $7,858.93 would need to be paid prior to June 30, 2023, and if not, July charges would also be required with her payment thereafter. Later that day, Shavontae forwarded her bankruptcy paperwork to our local management team. On June 30, 2023, ********* submitted her BBB complaint regarding the partial payment not being accepted. On July 5, 2023, ****** spoke with ********* explaining that we received the Trustees Motion to Dismiss the Bankruptcy and was given the response that the Chapter 13 was switching to Chapter 7. Upon further review of the documentation, it was determined Invitation Homes was not listed as a creditor.
  
  In a later conversation on July 5th, ****** and ********* agreed that ********* would pay $3,500 that evening and $5,500 on July 7, 2023. After those payments were received, it was agreed that a payment arrangement for the remaining balance would be provided, and the legal process be canceled. On July 6, 2023, ****** confirmed receipt of a $6,500 payment and spoke with ********* regarding the remaining $2,500 that was not remitted with the reply that something else needed to be paid. It was agreed that a payment arrangement consisting of 2 payments in the amount of $1,828.98 each would be remitted to our office July 14, 2023, and July 21, 2023. To further assist *********, ****** credited two late fees totaling $234.50 and forwarded Shavontae a link to submit a hardship request for the payment arrangement to be created. 
  
  While payments not being accepted while a resident is in eviction status is our policy, Invitation Homes will always work with our residents to assist in bringing the account current. It is important to also note that while the rental account had been in arrears since April 2023, our office delayed the legal process giving Shavontae time to pay her balance in full. The legal remedy process did not begin until June 2023 with ********* then being three months in arrears. The legal process has now been canceled and the payment arrangement has been agreed upon by both Invitation Homes and Shavontae.
  
  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.