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

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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  Invitation Homes

  600 N Pine Island Rd STE 100 Plantation, FL 33324

  
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  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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  Invitation Homes

  1121 W Warner Rd Ste 110 Tempe, AZ 85284

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:06/29/2023

  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.

  So many issues with this leasing company. The most recent: While sitting watching tv in JANUARY my husband and daughter heard something that sounded like marbles on the floor. They got up to see that the tile floor had cracked and lifted in the main walkway. We submitted a maintenance ticket on Jan 4. They sent a flooring company to do an estimate rather than a company to look and see if the foundation was dangerous, After several estimates and a ton of wasted time for us - once again. The entire first floor of this home has cracked tile. It should have all been replaced. Instead they replaced only the area where the tile lifted and we had to block it off with a stool in the middle of the walk way so that no one got hurt for over a month!! This was finally "repaired" 2/8 after over a month of living like this. They did a terrible job cleaning up, Splattered material all over my furniture and the walls which we were left to clean up. I requested a ********** was told in March that possibly mid- April for this credit. No update since. (***********************) I was also told on March 13th that my concern would be escalated to high management & the portfolio director, It is June 28th and I still have not been contacted by either of those. (per *****************************). We has 16 tickets for the ** system over the last year. They still have yet to replace the coils as they have been instructed by all all of the vendors. Anyone that you deal with that starts to resolve any issues always suddenly drops off the face of the earth and there are never any notes with arrangements that are set up. We had a financial hardship last year - my husband was in the hospital for 90 days. He had cancer and nearly died from an infection. I had to fight to get any assistance with the rent. They also denied helping me until I sent them their own screen shot of how wonderful they are about helping in financial situations! They are quick to collect late fees and ridiculous violations

  Business Response

  Date: 07/07/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 contacted ******* to discuss the repairs and requested refund. After reviewing the work orders and repairs completed, we agreed to provide a concession for the area of the home that was not usable. The credit will be applied to ******** ledger.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 07/10/2023

  I am rejecting this response because:   

  I accepted the amount that was offered as the concession, as I am aware that they will not offer any more even though I do not agree with the amount  at all - due to lost work time and complete inconvenience.  

  This was also only one issue that I have with this company.  

  We have also been reaching out about moving to another property due to all of the issues with this one.  We have contacted several people and once again - no response.   We are also still waiting for our lease renewal.  I don't understand how this continues to happen and why they do not need to be accountable for not responding to tenant communication unless it is reported here!!! 

   

   

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a house in ***********, ** got accepted and they immediately took a security deposit from me. Before even sending me a lease. It took them days before I even received the lease, after reading the homeowners association rules I retracted my application. There were some ridiculous rules in the **** I never signed the lease or received keys. I tried for a few days to get a hold of my original lease specialist to request my security deposit back, but got no answer or call back. She was absolutely horrible at communicating so another lady put in for my direct deposit back, but it has been over 2 weeks now and still nothing. No one will return my calls or give me any info. This unacceptable they can take my money in seconds but cant give it back for more than 2 weeks. I never signed the lease or took keys so Im legally entitled to my security deposit back. The 30 day thing does not apply here cause I never entered the lease. I want my money back

  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.      
  
  Invitation Homes received a review that the resident was unhappy with our HOA rules after they paid the deposit and read the rules of the **** The Leasing Experience Specialist requested the deposit to be refund, however it takes 14 days to be refunded once the money is paid. Since the BBB complaint came in, **** has received the full refund. We confirmed receipt with ****, and they are satisfied with the resolution.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/28/2023

  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.

  On April 27th, Technician from Invitation Homes replaced malfunctioning garbage disposal. On May 30th, second technician came to work on previously-installed by Tech #1 garbage disposal. Tech #2 found that garbage disposal:-- only had 2 of the 3 mounting tabs secured, resulting in water running between ****** and sink.-- power cover was not installed on garbage disposal, thus the power terminals were exposed to water.-- rubber splash guard was not installed on garbage disposal. This prevents garbage from comping up and objects from going down into the garbage disposal.-- kitchen sink was not properly sealed, resulting in water draining into kitchen cabinet.We were charged $225 for the garbage disposal having a burned out motor due to objects obstructing the impellors. We believe that this would not have happened had the rubber splash guard been installed.

  Business Response

  Date: 06/29/2023

  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 connected with ***** to discuss their concerns and advised that we will remove the charge from their account.
  
  ********************** prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/28/2023

  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.

  My experience with Invitation homes was atrocious. When we moved in the house was not clean, walls were not touched up with paint, yards were dead and overgrown with weeds. You are not allowed to fill in your move-in condition instead someone walks through the house with and makes notes, none of which were addressed. The lock on the back door was broken and took over a month to repair. The garage door opener died on us and once again it was over a month for repair. ******** law mandates immediate repairs if the house cannot be properly secured. Upon move out we were given a list of repairs to make in order to receive our deposit. We were also told we must use their house cleaning and carpet cleaning company. All repairs were made and both cleaning companies were scheduled but Invitation still withheld over $1,000 of the deposit. No notice of charges were given, which is also required by law and getting a property manager on the phone is next to impossible.

  Business Response

  Date: 07/05/2023

  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 28th, 2023, we received ************************ complaint regarding his move out charges and the Portfolio Director called ********************** and requested a list in writing of the charges he was disputing. The Portfolio Director reviewed ************************ disputed charges, move in condition form, the scope of charges, photos completed by a Superintendent, the rehab record from when ********************** moved in, and the work order history. The move in condition form had several items listed as deficiencies from move in and they did not include concerns with the cleaning of the home, touch up paint being needed, and any concerns with the backyard landscaping. Per section 6.1 of the lease, Resident agrees and understands that the Move-In/Move-Out Assessment Form is not a request for repairs. Any required repairs will need to be submitted through a separate work order. The work orders requested in the first 30 days of move in includes the back door lock which was called in on 6/1/2022 and completed on 6/3/2022. The back sliding door was recalled on 7/18/2022 and completed on 7/20/2022. The garage door repair was requested on 1/13/2023 and completed 2/6/2023 and this was for a motor repair and was not a request for a new garage remote. The pre-move out visit was completed on 5/17/2023 and a report was provided stating home cleaning, carpet cleaning, landscape clean up, wall cleaning, light bulb replacement, and removal of all personal items would be required to maximize the deposit refund. It was communicated to ********************** that there was an option to use our preferred cleaning vendor and a preferred carpet cleaning vendor which would be scheduled after ********************** moves out, however, this was not communicated as requirement. An Itemized list of move out charges was provided via email and mailed to *************************, who is the primary listed resident on the home. Since Mr. ******** utilized our preferred cleaning company and it was not communicated which items they cover, we have requested an adjustment of $233.74 to be reversed from the cleaning charges. ********************** moved in with some preexisting weeds, however, the weeds and trees were significantly more overgrown at the time of move out compared to the supplied move in photos. Because of this we have agreed to reduce the charge to $86.25. ********************** will receive a total move out adjustment of $319.99.
  
  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: 07/05/2023

  I am rejecting this response because:   The information provided is not a full and accurate description. On 6/26, I received a check in the mail for the amount of $1,472.83 from Invitation Homes.  There was no accompanying documents and no other mailings with an invoice of the charges.  I called Invitation Homes and left a message for a return call to discuss the difference between the check received and the original $2499 deposit.  Later that evening I received a voicemail stating the check that I received was for our deposit minus move out charges and utilities with no further explanation.  I attempted to call back that same evening and left multiple messages with the receptionist the next day for a follow up call.  Upon not hearing anything back I posted a negative review on Yelp and a complaint with the BBB.  I firmly believe if those actions were not taken no follow up would have been made by Invitation Homes.  I spoke with two managers from Invitation on 6/28 and at 10:19am i was emailed the final invoice and directed to reply to the email with my disputes.  In the email it was stated that the charges would be reviewed cand completed by Monday 7/3 at the latest.  At ****am on 6/28 I responded and disputed $627.86 of the $1,026.17 in charges.  The charges that were disputed were in regards to:

  Final utility bills: the bills were a bit confusing and it appeared we were paying doube, once it was explained we dropped the dispute.

  Rent ready and other cleaning fees: we paid for the manadatory cleaning company and those charges were credited back to us.

  Install spring door stops: nothing was mentioned in the walk thru, they were not missing but worn and this should fall under normal wear and tear per the law

  Heavy Landscaping: this is addressed below but it was disputed with pictures that were taken when creating the work order

  Appliance Bulb: Was burned out when we moved in and addressed below

  Carpentry for $5.75:  We did not dispute but at that cost it seems extremely minor and would fall under normal wear and tear

  Trash Out Extensive - Time and Materials (Note: Includes dumpster and haul off):  This was not disputed but the charge was for $2.30.  For that amount of money it could not have possibly been "extensive" this is just an example of the frivolous charges that Invitation makes.

  Toilet Seat; round; plastic: Nothing noted during the walk thru and it turned out to be stained on the underside of the seat. That dispute was dropped.

  Entry Door; Smart Key Knob; Kwikset; Juno; Stain Nickel:  Invitation is saying the keys to the garage door were not returned.  We never recieved the keys and no reason to believe they existed so there was no way of us noting that keys were missing.  The garage is locked by the large garage door which requires a remote to access.

  Also there seems to be a disconnect between what the technicians in the field are saying to tenants and what the corporate office believes is going on.  The Move-In checklist was completed by myself, my roommate *************************, and the Invitation technician.  As we pointed out issues the technician was talking us through the issues and making notes on his tablet.  We pointed out that the front screen door mechanism was broken from the wind, we were told by the tech "Invitation Homes does not have screen doors on their properties so it would be the tenants responsibility to fix" so it was not noted on the walk thru and no work order was submitted, I completed the repair and paid out of pocket. We stated that many of the cabinets were not clean, there was missing paint, and the house was overall dingy and didn't feel move in ready, the technician said that they have hundreds of homes and it's impossible to do a detailed update of every home, because of this no condition was noted in his tablet and no work order was completed.  I informed the technician that the oven light was out and not working, once again I was informed that light bulbs are the tenants responsibility, nothing was noted on the tablet and no work order was submitted.  It was not a big deal to us so we never replaced the bulb since it was in that condition when we moved in.  We noted that the backdoor lock was not functional and there was a piece of firewood keeping the door closed.  The technician did make note of this and submitted the work order.  The work order was not actually completed on the 3rd.  They marked it as complete and installed a stop gap solution.  The lock wasn't actually fixed until late July over a month and a half later.  Within the first week of moving in we received a letter from Invitation Homes regarding violations of the *** in regards to landscaping.  Work orders were created but it took multiple round of follow up by myself to get the work completed before the deadline from the ***.  Invitation did not complete all of the landscaping as requested but instead they only completed the front yard which was in violation.

  Before moving out Invitation scheduled a move out walk thru with the tenants and an Invitation technician.  During the walk thru we were handed three pieces of paper.  One was instructions for moving out.  The second was for carpet cleaners and the third was for house cleaners, we were 100% told by the Invitation homes employee that we were required to use their services, we were more than willing to complete the cleaning ourselves at a much cheaper rate but we were not allowed that option.  Once the walk thru was completed we were given a list of repairs to make and all repairs were made.  The charges on the invoice did not reflect any of the repairs that were noted during the walk.

  Reviewing other complaints through the BBB and reviews about Invitation Homes our complaints seem to be in line with many other tenants.  There is an overall lack of communication, homes are not rented in a move in ready condition, and the Move In/Out paperwork is completed by an employee of Invitation Homes.

  Business Response

  Date: 07/11/2023

  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.           
  
  On June 28, 2023, we received ************************ complaint regarding his move out charges and the Portfolio Director called ********************** and requested a list in writing of the charges he was disputing. The Portfolio Director reviewed ************************ disputed charges, move in condition form, the scope of charges, photos completed by a Superintendent, the rehab record from when ********************** moved in, and the work order history. The move in condition form had several items listed as deficiencies from move in and they did not include concerns with the cleaning of the home, touch up paint being needed, and any concerns with the backyard landscaping. Per section 6.1 of the lease, Resident agrees and understands that the Move-In/Move-Out Assessment Form is not a request for repairs. Any required repairs will need to be submitted through a separate work order. The work orders requested in the first 30 days of move in includes the back door lock which was called in on 6/1/2022 and completed on 6/3/2022. The back sliding door was recalled on 7/18/2022 and completed on 7/20/2022. The garage door repair was requested on 1/13/2023 and completed 2/6/2023 and this was for a motor repair and was not a request for a new garage remote. The two door stops that were charged at $3.75 each appeared to be bent beyond normal wear and tear. On June 14, 2022, we completed $3184.47 worth of landscaping repairs which included installation of Kentucky bluegrass sod, removal of all weeds, raked, and tilled the soil throughout a ***** sq ft section. We also completed $807.70 in irrigation and sprinkler repairs and no other work requests were called in for landscaping. Since it appears the tree trimming was not completed during the landscaping repair, we will reverse the full charge of $172.50.  Per section **** of the lease, light bulb replacements are normally considered resident responsibility and since we did not provide a new light bulb at resident orientation, the $7.87 will be reversed. The carpentry other charge of $5.75 was for the reinstallation of closet shelving that was no longer properly hung up and would not be considered wear and tear. The $2.30 trash haul off was for the removal of several clothing items and shoes that were left in the home after the resident provided possession of the home. After additional review of previous work orders, it was determined that the toilet seat was likely stained prior to moving in and the $14.67 will be reversed. After further discussion with the Manager of Turns and Maintenance, it was determined the garage door **** should have matched the front door keys, because they did not match the $38.27 will be reversed. During the resident orientation it was mentioned the front door screen was not working properly nor was the oven lightbulb. If this could not be repaired at the orientation, the resident should have been instructed on the steps to enter a work request for this and any other future issues. The pre-move out visit was completed on 5/17/2023 and a report was provided stating home cleaning, carpet cleaning, landscape clean up, wall cleaning, light bulb replacement, and removal of all personal items would be required to maximize the deposit refund. The pre-move out visit report is not a guaranteed list of all items that would be charged if not corrected, but an advisement list to help maximize the refund amount. It was communicated to ********************** that there was an option to use our preferred cleaning vendor and a preferred carpet cleaning vendor which would be scheduled after ********************** moves out and this was not communicated as a requirement. We often recommend our preferred vendors for cleaning and carpet cleaning to ensure they meet our cleaning standards. An Itemized list of move out charges was provided via email and mailed to ************************* on 6/16/2023, who is the primary listed resident on the home. There was no forwarding address listed on the Notice to Vacate form or provided prior to moving out. Since Mr. ******** utilized our preferred cleaning company and it was not communicated which items they cover, we have requested an adjustment of $233.74 to be reversed from the cleaning charges. ********************** will receive a total move out adjustment of $467.05.
  
  Overall, ********************** is satisfied with how we are resolving the issue after further review was conducted.
  
  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: 07/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/28/2023

  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.

  *** tried to contact invitation homes left voicemails and Ive received no response. They charged me over $400 to clean marks and the another $300 for partial painting. I had the home professionally cleaned and they never held their end of the contract and I was never compensated for that. I also made a $87 payment that I was never credited for. I will attached evidence. They are trying to keep over $600 of my deposit. I dont believe this is fair.

  Business Response

  Date: 07/05/2023

  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.
  
  Tene requested for their final bill to be adjusted for charges against their deposit regarding cleaning and painting. Invitation Homes does not agree to the request as the charge for painting has already been removed and not charged against Tenes deposit. The cleaning charge is valid as pictures of the homes condition show the walls needed to be cleaned due to markets and dirt above normal wear and tear.
  
  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:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation Homes is trying to charge me for some move out damages that I didnt do. The damages was there when I moved in 4 years ago. Making up stuff and charges so I cant get my deposit back. I paid $4,224 for the move in charges. And Im getting charged for replacing carpet that was getting rained on from the leaking roof and leaking ac that was supposed to been fixed. And the work order was canceled for some odd reason. All I wanted was my security deposit back of ($3,130.00) Im experiencing health issues right now from the leaking roof and leaking ac refrigerant with black mold from the house. I have documents and pictures of everything. And not to mention getting charged($2,984.67) for not giving notice to move out when my lease end. Which I did send in at a timely matter of 60days. I have all my information and proof of my claim. I didnt get a proper walk through when my lease had begin 06-07-19 So I took it among my self to take pictures and notate all the damages in the house. And I reached out to invitation Homes with the information. **** I had to take the lockbox off the front door. I also returned the keys in that same lockbox. Im so glad I did because I thought Invitation Homes was a good company. But I was wrong I was one good tenant. I paid my rent on time each month. And to see ** getting accused for stuff I didnt do. And making up damages just to keep my security deposit is wrong. All I asked was for my security deposit back. I lived in that house for 4yrs while rent went up every year. Invitation Homes made good money from me. From a house that needed some work done to it like a new roof and new ac unit and etc.

  Customer Answer

  Date: 06/27/2023

  Move out statement 

  Customer Answer

  Date: 07/01/2023

  The law in ******* 

  Customer Answer

  Date: 07/06/2023

  Notice to terminate lease on 06-06-23

  Customer Answer

  Date: 07/06/2023

  Emails from Invitation Homes leasing agent about my 60 days lease termination 

  Business Response

  Date: 07/07/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 attempted to call ******** several times, but their voicemail is full, and we are currently awaiting an email response from ********. Once we receive this response, we will continue to 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: 07/10/2023

  I am rejecting this response because:   *********** is still making up lies about the situation and trying to keep my security deposit and saying I owe them. They are making up charges and Im suffering with health issues due to them not fixing the house. And I tried to resolve the issue with the company. So the only thing left to do is to go to court and fight for my rights. 

  Business Response

  Date: 07/18/2023

  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. The local management team reviewed the charges and emailed ******** a breakdown to show why the charges are valid and to provide photos to show why we charged what we did. Most of the charges were related to Junes rent and the lack of notice to vacate which is required per Chiquitas lease agreement. We stand by our decision. 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: 07/19/2023

  A few pictures from damages of the leaking roof that never got fixed or replaced. I have more pics and etc for my claim.

  Customer Answer

  Date: 07/19/2023

  I am rejecting this response because:

  I sent in my termination letter months before I was admitted in the hospital. And they act like I didnt. And I have proof of the leaking roof and ceiling that wasnt never fixed or replaced. And some of the charges they made against me was made up. Talking about I couldnt put trash in the outside trashcan that I pushed to the curb for pickup and paid for monthly. And pictures of trash left in the hallway that I didnt leave in the house. Just ridiculous 

  Customer Answer

  Date: 09/03/2023

  1. My Lease termination 

  2. Move out sheet from Invitation Home

  3. Made up of charges from Invitation Homes I marked in red. 
  

  4. I have proof of emails and pictures that the house was left clean better than it was before I started leasing it. 
  5. The house had a leaking roof and missing shingles and siding hanging off. That never gotten fixed. And the inside had leaking ceilings which I have pictures also.

  Customer Answer

  Date: 09/08/2023

  Having problems with the Dropbox its not working. I cant download nothing. 

  Customer Answer

  Date: 09/08/2023

  Tried to use the Dropbox and its not working so Im attaching my information again. Thanks!

• Initial Complaint

  Date:06/26/2023

  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.

  The date of June 2nd, 2023 Ive learned LGE Bank closed my bank account without my authorization. As I sat physically at the nearest LGE bank, I immediately called Invitation Homes to express the issue to avoid possible late fees while LGE resolve the matter. Ive spoke with corporate of invitation homes and plenty of representatives for help on extending the date for me to pay rent. I was advised to email documents from my bank to my account manager and the issue will be resolved. LGE bank manager also reached out to Invitation Homes about the matter. Once my bank reopened my account, and reissued my funds, I immediately made numerous payments to avoid late fees. No one from the management department at my local office called, nor reached out to me. *** called numerous times and left tons of voicemails and gotten nothing in return. Ive checked my online portal and theres a late fee on my account that hasnt been removed. I simply would like for ******************************* or ********************* to please call me and help with my situation. Ive waited weeks and still nothing.

  Business Response

  Date: 06/27/2023

  Invitation Homes has received and reviewed ******************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 connected with ****** and it was determined that their personal bank had randomly closed their account by mistake, which resulted in Katevas rent payment coming back as Non-sufficient Funds which then caused a late fee. As a courtesy, we waived the late fee.
  
  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: 06/28/2023

  I have reviewed the Invitation Homes response and accept this resolution. Invitation Homes called directly to help with the situation. 

• Initial Complaint

  Date:06/26/2023

  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.

  On 05/13/23 we were put on a wait list for a property that was supposed to be completed at the end of June. However some damages were done and this unit was no longer available so we were given the option to apply for another property in the same complex, which also was supposed to be available at the end of this month, but to hold it we had to put down the hold fee of $500. We didn't put down the money right then because we were told that the application fee was waived however it was still showing up in the portal to pay along with he $500. This was finally removed on June 13th however the application was closed the same day. On June 14th the agent reached out to the corporate office to see if they could reopen our application so that we could pay the holding fee in which they responded no and that we needed to take the money order to the office in ****************** and they would be able to move forward with putting the property on hold. We drove out there and put it in the drop box on June 15th. By the way the agent we were working with was great! I sent her pictures of the money and of my wife putting it in the drop box. The agent called the next day and they confirmed that they received it. We thought everything was fine. However we received news on June 21st that they wanted us to sign the lease by June 23rd and pay all move in fees plus a new prorate for the remainder of this month and if we couldn't do that then we wouldn't get our holding fee back. I expressed our concerns with the agent as this isn't what we agreed to. The agent was our advocate and the manager agreed to return our money order by mail but all of a sudden it was lost!!! How in the heck do you loose a money order as an established business? Between June 21st and June 23rd, the person in the office that handles the processing could not find the money order. Here we are Monday, June 26th and all of a sudden the money order was found and posted today!!! We just want our hold money returned.

  Business Response

  Date: 06/27/2023

  Invitation Homes has received and reviewed ******************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 reviewed the money order payment that is being disputed and have processed the refund to ****** which will be sent via overnight shipping. We apologize for the experience ****** had during the application process.
  
  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: 06/28/2023

  I have reviewed the business response and accept this resolution. Thank you!

• Initial Complaint

  Date:06/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation Homes advertised, on their own website among others, that the home I am renting has a fenced yard in multiple places on the listing, including the description of the property as well as the features of the home (as attached below). I notified them immediately upon arriving at the property and discovering said issue on 6/17 but as of 2p on Tuesday the 20th I have not been able to make contact with anyone at the office through multiple phone calls, text messages, and emails (all of which I have received communication from before). I do not know if they plan on addressing the issue but I disclosed how important a fenced yard was to me when I began the application process. The fenced yard feature is a major inconvenience for us with a dog and we would not have applied for or rented a property without a fenced yard. I have tried to make contact to figure out how we can figure out a solution that works for all parties. I wanted to work something out with Invitation Homes but as the line of communication went dead I do not know how else to pick the ball back up.

  Business Response

  Date: 06/30/2023

  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 connected with ****** regarding their concerns with their yard not being completely fenced in. We agreed to complete the fencing in the backyard so their pet can be secure. ****** is satisfied with our resolution, and we apologize for the inconvenience.
  
  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:06/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I rented *******************************************************. There were multiple issues with a neighbor so invitation homes got an attorney for ** to move out early. My daughter had emergency surgery a couple of days prior to the move out date of April 30 and had been sick for the month prior. We did everything we could to get our things out of the house. There was no time to do repairs. Maintenance had been requested several times prior but nothing was done. The itemized bill is $12,720.05! They charged us for a new dishwasher, oven AND a refrigerator. Multiple other items such as new shower head and faucets. I would be happy to send you the itemized bill. Please assist

  Business Response

  Date: 06/27/2023

  Invitation Homes has received and reviewed ****************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  Upon receipt of the complaint, the local management team emailed ***** to confirm that the balance they owe are valid due to the home being returned in poor condition, with photos to indicate the damages and debris left behind. We will also attach some of the photos here for reference.
  
  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: 06/28/2023

  I am rejecting this response because:   I do not agree on the stove refrigerator or dishwasher 

  Business Response

  Date: 07/05/2023

  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 reviewed photos from when ***** moved in (September 2019) compared to when they moved out (May 2023). The specific appliances (refrigerator, stove, and dishwasher) were all in working order and condition at time of move in and were damaged beyond repair at move out. Photos are attached to our previous response.
  
  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: 07/17/2023

  I would like to know why the carpet needed to be replaced (pepper corn) or tile.  Also we submitted several requests for the garage door and never got it resolved.  Why are we being charged for that?   Extremely dangerous for us.