Complaints

This profile includes complaints for Invitation Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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  Invitation Homes

  5920 S Rainbow Blvd STE 1 Las Vegas, NV 89118

• 

  Invitation Homes

  1121 W Warner Rd Ste 110 Tempe, AZ 85284

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  Invitation Homes

  1131 W Warner Rd Ste 102 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:06/08/2023

  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.

  In my opinion, Invitation Homes inappropriately billed me for numerous items in my move out summary that were not justifiable. After living in invitation homes for approximately two years, I was billed for things like repainting ALL walls and presented with relatively intact photos of walls that did not justify painting ALL of the walls in the house in my opinion. I was billed for mowing the lawn when I had paid a professional company to mow the lawn recently, and Invitation Homes sent me a photo with a mowed lawn in my opinion and charged me anyway. The list goes on..The charges added to my account were several thousand dollars...this is not right

  Business Response

  Date: 06/12/2023

  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.  
  
  ******* moved out of their home on May 18, 2023. Their move-out statement was subsequently mailed out on June 5th. On June 7th, ******* sent Invitation Homes an email disputing charges on the statement. We promptly responded confirming receipt of the dispute and asked them to allow ** time to review and decide. On June 9th, ******* was provided with an answer, and we agreed to credit back several charges. They were satisfied with our resolution.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a home which is next door to an Invitation Homes property. There are 6 diseased trees on their property which is closed to my driveway and garage. The 1st tree fell and blocked me in on Christmas Day during the wind storm. I paid to have it removed since it was blocked in. The 2nd tree started coming down last night in the rain storm. I have called and emailed Invitation Homes but they are non responsive.

  Business Response

  Date: 06/20/2023

  Invitation Homes has received and reviewed **** Vermonts 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 ********** a vendor to complete the work needed on the trees neighboring ***** home.
  
  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 firstly I am NOT a resident of Invitation Homes. I am a home owner who lives in a house next door to a property purchased by Invitation Homes.

  Area of Agreement-

  1st tree came down on 12/25/2022. Invitation Homes sent tree removal company on 12/27/2022. 2nd tree came down on 6/6/3023. Invitation Homes sent tree company out on 6/13/2023.

  Area of Disagreement -

  I paid $300 to have the 1st tree removed on 12/26/2022 because I was trapped in my house by the tree.  I still have not been reimbursed despite sending invoice, and proof of payment to the ******* office, as well as report from the tree company that the other trees are diseased and in danger of falling. This occurred during a weather/wind incident. 

  Desired action plan-

  (1)I requested that someone from Invitation Homes call me but no one has called. I would like to have a specific liaison because I am not a *******, therefore when I call I don't have access to their preferred method of communication and they tend to be non responsive. The people in the ******* office are very off hand and tell me to call maintenance.  The response time was 2 days in December, and was 7 days in June. The 2nd tree was during a rain storm.

  (2) I would like the $300 for the tree removal on 12/26/2022.  Thankfully my neighbors helped me get out of my garage with the 2nd tree incident so I did not have a direct expense.

  (3) I would like Invitation Homes to address the condition of the trees, particularly 2 large pines which are already compromised with ivy growing on them which I have had cut over the years. Fortunately tree #1 and Tree #2 did not hit my house although they were close.  

  Thank you BBB for your time and attention. 

  Sincerely,

  K.******* 

   

• Initial Complaint

  Date:06/07/2023

  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.

  Invitation homes is fraduantly charging ** an extra $2,900 for "lack of move-out notice" when we moved out on the day before the lease way up. We signed a one year lease which ****** that, unless extended, we shall vacate immediately upon lease termination. Which we did.With one month left to go in the lease, we recieved a text asking if we are planning to extend the lease to which we clearly responded "no" and that we would be leaving at the agreed upon date set forth in the lease. We were thanked and told that they'd update this in the system.Post move out, they are now charging ** for an entire months rent of $2,900 for not giving them 60-days of proper notice. Absolute scam job and shady business operation. If this is standard practice I'm sure 90% of residents are unfairly scammed and charged. In attempts to contact the business, they will not let you speak on the phone to who is directly in charge and they will avoid conversations at all costs. Awful people to do business with.

  Business Response

  Date: 06/13/2023

  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 contacted ******** to apologize for confusion and discuss their concerns around lack of notice to vacate. ******** shared the felt confused by the lack of notice fee they received as they felt they provided notice. We reviewed Jonathons lease requirement which outlines that they are required to provide a 60-day written notice to vacate. However, as a gesture of good customer service, we agreed to waive the fee and ******** was appreciative of this resolution and agreed to pay the remaining balance once that fee removal is processed.
  
  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: 06/13/2023

  I have reviewed the business response and accept this resolution. I also appreciate the timeliness in which this was adressed, once escalated. 

• Initial Complaint

  Date:06/07/2023

  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.

  Renting in ********* from invitation homes, we experienced a leak in ************** and had a high water bill, we also reached out to the property management got the leak fixed and approved by a licensed plumbing company appointed by the *** However since the leak was resolved we have had 3 billing cycles and still paid a high water bill, $300+ have reached out to the pm on multiple occasions and it is difficult to get a resolution to this problem they have the history of our bills and payments next step for me is reaching out to the water district and getting payment history on our rental property. I have yet to see any resolution on my end for a credit on our monthly payments like they had informed me before a few months ago, they stated the water district had to wait a full billing cycle for a credit on our end but it has been since march and no credit has been added and our lease is up In September $1400 later, this is my plea

  Business Response

  Date: 06/12/2023

  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 communicated with ****** regarding their concerns about increased water usage. ****** reported high water bills which led Invitation Homes to create a work order. We found a leak at the property which caused excessive water use resulting in higher bills. The repair was complete on April 1st and the most recent water billing cycle posted to ******* account was through April 4th. We explained to ****** that since the next billing cycle would have a more accurate number to use for the billing adjustment, we were waiting for that bill to provide the credit.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through Invitation homes I found an advertisement for a fair monthly price on a rental property with a fenced in yard. It was advertised and is still listed as having a fenced in yard.Before moving in, invitation homes requires you to do a walkthrough of the property. When the walkthrough happened I noticed that the fence was in subpar condition. Was leaning, a bit delapotated, and missing slats. The representative advised me that if it was listed as a fenced in yard, that it would be fixed. He marked on a form the condition of the fence.Upon moving in I quickly checked and the fence was not repaired. My dog can easily escape this yard.After several conversations, they determine that it is the neighbors fence, they are not responsible for fixing it, and that they are not legally required to fix the neighbors fence. This is an incredibly deceptive company who offers apologies instead of solutions when you confront them with their dishonest practices.I've been here about a week and they have already failed to deliver on what was the single most important aspect of the home to me. This was thoroughly communicated, they still allowed me to spend thousands of dollars and move into their property on the premise of lies.

  Business Response

  Date: 06/14/2023

  Invitation Homes has received and reviewed ************************** complaint to the Better Business Bureau.  We value our customers and accordingly made it a priority and work directly with ************************** to resolve the matter.  Invitation Homes Responds to the Better Business Bureaus request for information as a courtesy.   
  
  We are working with Mr. *************************** to resolve the concerns on the fence. The current fence in place at the home is the neighbors fence and repairs is their responsibility. We are working to address the fence in the areas that are needing repairs. 
  
  Mr. *************************** is aware we are actively working to repair the fence and that the fence does not belong to Invitation Homes. We will update the BBB once all concerns have been resolved.  
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance and providing safe and quality homes. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 06/20/2023

  The fence has been repaired as promised. I am satisfied.

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising 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 lived at ****************************************************** for 2 years, once I submitted move-out papers to the companion on April 8, 2023, I was told that someone will be out to look at the unit for a move-out inspection. The inspector told me that everything passed except for the paint on the walls, the mounted televisions, and the blades that had to be replaced. I was given a call from ****** from the company to intend my stay at the residence and was ask is it anything they could do on their end to continue my stay there, I refused anything that was offered. I inform her that the company is a scam and will charge you for anything and everything. When I move in, ****** was my go-to person. I sent ****** all the photos and was promised that everything will be corrected. ****** no longer works for the company, when I inform the rep of that information, she was unclear and could not help me with anything. I agreed to pay the damage for the paint but everything else is made up of charges. I left the ********** and just like it was given to me. In April I was called by ****** informing me that I had to be out of the unit on 4/30/2023 @ 5 pm and to leave the keys on the counter with the garage opener, after reading my lease I had until 11:59 pm on that day. Emails have been sent regarding this matter no response, after reviewing this company its a scam. The company also kept my security deposit of $1785.

  Business Response

  Date: 06/20/2023

  Invitation Homes has received and reviewed ***** Skinners 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 schedule a time to meet. ***** originally requested June 19th; however, our offices are closed that day due to the Juneteenth holiday. We have not yet heard back from ***** on an alternative date/time to meet.
  
  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:06/02/2023

  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.

  Ive been a resident at this current address for over 12 going on 13 years. This property has been managed by several different companies and Invitation Homes took this property over. I called Invitation Homes because it was a leak in my downstairs bathroom which is the common area bathroom half bath, it was a crack in the base of the toilet. They had to replace the whole toilet and they put a toilet in that was not my liking. But know one has said that this was my responsibility. They said that it was my fault and I had to occur those charges for the the repair. a month and a half later I get out a bill attached to my monthly rent stating that I owe $369 for the repair of the commode. I call invitation homes I finally got through to someone after I had to email them several times before I could finally get a hold of anyone that is when I was informed that per my lease agreement that it was my responsibility and I couldnt understand how could someone be in a home for 13 years and that was not considered wear and tear , they were accusing me of literally cracking the toilet and causing the leak and I think it was inncorret and I had wanted to appeal the charge because I did not feel like it was my responsibility. He shouldve told me that when he was doing the repair and I couldve got a toilet that I at leases liked and wasnt that expensive Then I was informed that I couldnt do that because it had to have a warranty on it! so my question was then where was the warranty on the broken toilet then? and if you had a warranty on it then why was it not use instead of charging me the tenant for the replacement since it had to have a warranty I couldnt get an answer from no one. Someone said h*** call me back with the answer and no one ever did so I just think that it is unjust unfair, and should be illegal as much as I have to pay for rent to make me responsible for a crack in a toilet that I had no control of .

  Business Response

  Date: 06/09/2023

  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 ***** after receiving a review from our maintenance team for the toilet replacement charge. We advised ***** that the charge is considered resident responsibility and offered to set up a payment plan to cover the cost minus a discount. ***** was satisfied with this resolution and didnt have any other concerns at this time.
  
  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:06/02/2023

  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.

  Invitation Homes is trying to charge us additional fees ($800) on top of the security deposit and transfer fee we already paid ($3,000), claiming it's for move-out expenses. This feels excessive and like a money grab. When we received the home during our initial move in it was already in poor condition with damaged carpets, a deteriorating deck, and inadequate yard drainage. The move-out inspector agreed that repairs were needed. Despite this, Invitation Homes is unfairly charging ** for this work that should be covered fully by them as it is does not meet the standard "wear and tear" definition they describe. This is unacceptable. I urge others to think twice before renting from Invitation Homes to avoid similar disappointment and frustration.

  Business Response

  Date: 06/12/2023

  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 ****** regarding their balance due and after reviewing the photos taken at move-out, it was determined that the charges of concerns mentioned in the complaint were not actually charged to ******* ledger, however, we agreed to provide a credit that brought their account to a zero balance. The arrangement was agreed upon and finalized on June 5th and the account has been updated accordingly.       

  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: 06/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am renting a home from Invitation Homes that myself and my family moved into in April. We noticed several spots on the stairs and in the hallway and the bedrooms on the upper floor are spongy and soft, so we contacted Invitation Homes to request that the spots be evaluated for safety and repair. Invitation Homes sent a technician out on May 9th who advised that the spongy spots were a combination of very old water damage and poor workmanship (the flooring had not been secured properly), and told us that we should avoid stepping on those spots (multiple steps and several locations throughout the hallway and bedrooms). He told us that all of the subfloor on the stairs, hallway, and bedrooms would need to be replaced. After discovering that the flooring was unsafe, we stopped moving our items in and have had a lot of our items in the garage since. After multiple calls to invitation homes, they have finally scheduled a technician out for the 9th of June, an entire month later, and every one I've spoken to has told me that they're doing something different on that day - everything from replacing carpeting to replacing the banisters, all of which are not work we've requested. I have called and emailed several times and have been unable to confirm with Invitation Homes what work they will be completing, or that they will be compensating us for rent paid between requesting these repairs and completion of the repairs, work time lost, and the cost of hiring movers to move our items in and out of the upper floor multiple times. I would like Invitation Homes to remedy this by A) ensuring that all the flooring in the upper level will be replaced on the 9th, B) confirming in writing that we will be reimbursed for all rent paid during the time that the upper level flooring has been unsafe, C) compensating us for time lost at work and the cost of hiring movers multiple times. This is all on top of a massive termite problem that Invitation Homes refuses to fully remedy.

  Business Response

  Date: 06/12/2023

  Invitation Homes has received and reviewed ***** Lightners 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.  
  
  ***** reported termites on April 28, 2023, based on a recommendation from their regular pest control service with Terminix. Our pest control vendor visited the home and recommended that we check under the stairs for wood damage. A vendor found subfloor damage in the hallway, bedroom, and stairs, and the proposal to replace the damaged carpet and flooring was approved shortly thereafter. This work was originally scheduled for June 9th but was rescheduled to June 20th per the request of ***********
  
  Regarding the desired resolution, the extent of the damage to the subfloor is unknown and we will provide an on-site approval for additional repairs should they exceed the approved proposed amount. Once work is complete, we will provide a concession to ***** to account for damage and time of work needed. Per a conversation with *****, the residents have a team who can assist them with moving furniture for repairs. Additionally, we believe that there was some confusion regarding whether the termites were the cause of the subfloor damage since it was reported by the pest control vendor. The pest control was treated but the flooring is performed by a separate vendor. 
  
  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: 06/21/2023

  I am rejecting this response because:  I have spoken to several people with Invitation Homes, the Maintenance Team, and the construction company which was contracted to perform the subfloor work on our home. Each conversation has confirmed that all of the subflooring on the upper level would be repaired and that we needed to move ALL of the furniture on the upper floor in order for the work to be performed. We hired movers and spent all day yesterday moving all of the furniture off of our upper floor and took PTO today due to the construction needing to be done. Today a single person showed up with one sheet of plywood and said that he is only here to repair the stairwell. I have completely uprooted my life and relocated all of my belongings in order for them to perform repairs on the upper level of our home only to find out that they haven't scheduled that work. I am honestly appalled at this; I don't know what else I could have done as I've had several conversations with different people with Invitation Homes and the construction company and have repeatedly confirmed that they had approved repairs for the entire upper level. I cannot believe that they would confirm for us multiple times that we needed to move all of our furniture only to find out that none of the work has been scheduled. Additionally, the Director I was working with, *******, advised to send her photos of the furniture that would need to be moved and that she would hire movers for us, but after sending her photos and emailing/calling her I have not been able to get in touch with her, so we had to hire our own movers. This has been a huge hardship for my family. I haven't been reimbursed for any rent, PTO, or for hiring movers. Additionally, both ********************* who came out recommended tenting the house and treating for subterranean termites underneath the entire house, but told us that Invitation Homes would not approve that work, so they would only do spot treatments, which they both explained were basically useless for ongoing termite issues. I truly cannot believe the way Invitation Homes has treated us and the condition they have rented this house in. 

  Business Response

  Date: 07/25/2023

  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 vendor replaced the subfloor beneath the stairs on 6/20/23.  Per our BBB response on 6/6, the extent of the damage to the subfloor in the hallway and bedrooms was unknown.  When the vendor pulled back the carpet, it was determined that the subfloor did not need replacing.  
  
  The termite vendors treated the areas reported (garage & front porch).  No further work orders have been placed, indicating that these issues have been resolved.  
  
  Invitation Homes applied the following credits to the rent ledger:
  1. Reimbursement for movers (a spreadsheet was provided by resident, in lieu of receipts, and we are trusting that this amount is accurate.)
  2. The 2 work orders for termites and the subfloor damages constituted a total of 6 visits (5/8, 5/9, 5/11, 5/12, 5/25 and 6/21).  Though it is within landlords right to obtain second opinions, we believe that it is fair to compensate resident for two (2) visits.
  3. A rent concession for 6/21/23, (monthly rent / 30 days in June) for inability to use the home during repairs because furniture was relocated from 2nd to 1st floor.
  4. An inconvenience fee of $150.00.
  
  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:06/01/2023

  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.

  From April 10 to May 22nd, we had been experiencing problems with our A/C. On April 18 it was recommended by the company that came out, that our unit be replaced. Invitation homes denied that recommendation and decided to get a second option on April 19th. The visit on April 19th provided a temporary fix but shortly after on May 10th, we would have to have someone come out again and fix the issue. Another visit then occurred on May 18th in which they once again, recommended a new unit to which they finally agreed to. HOWEVER, temps in the house reached over 90 degrees and temporary units were not delivered until 6 days later. We have a toddler and dog in the house and living in those conditions are INHUMAN. We were offered $125 hotel comp per night but that doesnt cover a decent hotel for 2 people, a dog and a toddler. Not to mention having to eat out for every single meal of the day because we had not kitchen.No sense of urgency was ever seen on behalf of invitation homes or thei maintenance. Had the issue been fixed on the 18th like it was recommended, none of this would be an issue.Invitation homes is withholding all information that is pertaining to each visit which leads me to believe they are hiding the truth and hiding the fact that they denied the original recommendation for a new unit on April 18th.We are asking for all of Junes rent to be comped on their behalf.Do not even get me started on their customer service or lack there of. It took me well over a week before I finally got a response or even heard from someone that could actually make a difference.

  Customer Answer

  Date: 06/09/2023

  *******************************************, their manager, and their managers manager refuse to acknowledge the fact that they broke ***** Law. Acts 2007, 80th Leg., R.S., Ch. 600 (H.B. 177), Sec. 1, eff. September 1, 2007. Sec. ******. BURDEN OF PROOF. (a) Except as provided by this section, the tenant has the burden of proof in a judicial action to enforce a right resulting from the landlord's failure to repair or remedy a condition under Section ******. (b) If the landlord does not provide a written explanation for delay in performing a duty to repair or remedy on or before the fifth day after receiving from the tenant a written demand for an explanation, the landlord has the burden of proving that he made a diligent effort to repair and that a reasonable time for repair did not elapse. The knowingly refused to replace our A/C on 4/18 after the technician recommended it be replaced. They instead to get a 2nd opinion on 4/19, which only temporarily fixed the issue because the unit ultimately gave out on 5/10. I have asked numerous times (in writing) for them to provide a burden of proof which they have denied numerous times. Not only are they refusing to provide a burden of proof or written explanation, they did not make a diligent effort to repair or replace in a reasonable amount of time. We ended up being without A/C for 6 days and because our hotel receipts are more than what their policy allows, are refusing to reimburse for the full amount. $125 per night for 2 people, a dog, and a toddler is nothing (unless the expect us to stay in a place that is as s***** as they are. She (*******) has now threatened to send me to collections, thus forcing me to pay way more because they are refusing to reimburse the hotel and admit that they broke the law.

  Business Response

  Date: 06/12/2023

  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 **** on May 31, 2023. In April 2023, **** experienced an issue with their air conditioner. We had vendors out to their home within 24 hours to attempt to resolve the problem, however, more work was needed than anticipated. On April 19th, the evaporator coil was replaced, and the system was fully functional. On May 5th, **** experienced additional problems with the unit, so we sent a vendor out again who had to order parts but were able to resolve the matter on May 10th. Temporary units were provided to **** to offer relief while we awaited the parts.
  
  After researching the history for the work order, we agreed to provide a credit to ***** ledger to account for days without air conditioning. The credit was applied according to company policy; however, **** did not agree with the amount.
  
  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.