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

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

• 

  Invitation Homes

  5509 N Cumberland Ave Ste 505 Norridge, IL 60656-4748

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  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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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:05/17/2023

  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 lived for 2 years at a property that was owned by Invitation Homes. I followed all of their rules and regulations, kept the house in good order, paid all of the rent ON TIME and when the lease was up they sent me a list of things to do for the Pre Move Out Inspection. I followed all of their steps and did as told.I received via email and certified mail, the attached Move Out Inspection report that shows a long list of items that they are charging me for (Approx $1500) and that I dispute.I emailed them my disputed items and asked them to please resolve the issue and return my security deposit which I have been waiting to receive since my lease terminated on April 21st.They have ignored my emails, and phone call messages and I do not know where to turn at this point. I feel they have unfairly charged me for this list of items as I left the home in outstanding condition.I would like your help in obtaining a resolution and a refund for the proper and fair amount.

  Business Response

  Date: 05/19/2023

  Invitation Homes has received and reviewed *********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 ****** deposit dispute and believes the charges are valid and deemed resident responsibility. However, as a gesture of good customer service, weve agreed to reverse some of the charges which will result in a deposit refund to be mailed to *****.
  
  During the pre-move out inspection, it is clearly noted that the home is to be returned to the same condition or better; walls are to be painted where necessary corner to corner, non-working light bulbs should be replaced, and floors are to be cleaned, all personal items are to be removed and the home needs a final clean as well.
  
  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: 05/19/2023

  I have reviewed the business response and accept this resolution and am satisfied with the settlement they have offered to me.  

• Initial Complaint

  Date:05/17/2023

  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.

  This company has been negligent on a multitude of occasions due primarily to staffing and communication issues across departments. I have been renting with them since 2019 and even back then it took extensive times to have repairs properly completed. They do not properly repair their properties and I have had statements from several vendors that have attempted to repair the very serious damages with the company refusing to sign off on anything that is not a bandaid over a bullet wound. After an emotionally abusive at this point relationship with the Invitation Homes staff I have finally turned in my notice to vacate. I am attaching the most recent correspondences to show the most recent negligent acts however I have so many emails going back to 2019 and in that time only two of they employees have been of any assistance and both are no longer with the company. I am concerned they may attempt to take action against me in the form of an eviction because I stated that the ledger being in correct it needed to be resolved before this final month payment is remitted, but once again I have done my part and been subject to their incompetency. One hand does not know what the other is doing. I have texts and emails to substantiate their positions as slumlords and I am tired of them taking advantage of people such as myself. I did not miss payments on rent during covid, they were unable to communicate with me surrounding broken plumbing, drywall and black mold over the last several months if not year. I would like BBB to assist in ensuring a third party home inspector is hired so both parties can have their claim heard equitably and I am not left some massive bill for things that were never properly handled within the bones of the property to begin with. I have included screenshots of initial beginning correspondence in 2019 where the negligence began and after being resolved and placed in a new property once the employee left it returned to the same issues.

  Business Response

  Date: 05/30/2023

  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 has made several attempts to reach ********** to discuss their complaint but have not been able to make contact. ********** can reach the team at ************.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because: They did not make several attempts. They did not contact me until I had to send several emails all the way to executive level leadership. ********************* eventually reached out to me late on a Friday evening with no understanding or information available for a proper discussion. She stated she would call me on the Monday and never did. We have since had to vacate premises due to the repairs never completed and black mold and still never received any communications at all from Invitation Homes. The expenses and suffering my family has endured as renters is exhaustive and I have more documentation of where my email pleadings were still ignored. I am not able to attach the photos of the email proof of my statements as it is saying files are too large. Please advise where to remit them.

  Customer Answer

  Date: 06/19/2023

  Supporting Documentation for the above response

  Business Response

  Date: 06/22/2023

  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 connected with ********** to discuss their concerns. They stated the home was vacated on June 1, 2023, and they wanted to ensure proper steps were taken to complete the move-out process. We informed ********** that wed review their account and update their lease to end on June 1st. We also informed ********** that they will receive their final statement via mail within the next few weeks and to contact our office should there be any questions or concerns.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because though I did finally after all this time receive a call from ****, nothing was discussed regarding the repairs and hardships nor have I seen any ledger or accounting of any kind to show that indeed this matter has been resolved with consideration to the months of hardship my family endured under the conditions of black mold and plumbing and drywall issues as are shown above. To simply be told that I will be mailed out anything does not resolve anything because the business has also not even requested my forwarding address. The adjustment of our move out date to June 1st doesn't even make sense that that had to be done because it was communicated to Semaj that keys would be left in the mailbox on June 1st and when this was done a photo of it was taken with time stamp and geotag. I have been told in the past by this company that matters would be resolved and they are not. This complaint is not resolved until the neglected issues have been addressed in totality.

  Business Response

  Date: 07/13/2023

  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 account again and agreed to remove all minor charges and ensure the paint and carpet charges are prorated. They will complete the update to the ledger.
  
  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:05/17/2023

  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.

  Date of the Transaction: I have been leasing with invitation homes since November of 2022. I initially contacted them Saturday May 13th requesting repairs.Amount Paid to the Business: My monthly rent is $2300 What the Business Committed to Provide: The landlord agreed to provide a safe and habitable living environment in the leased property as per our rental agreement.Nature of the Dispute: Over the past few weeks, substantial rainfall has resulted in flooding in the basement of the property. The flooding has left one of the rooms with wet carpeting that will not dry, suggesting potential water intrusion from within the house. This has led to a potent smell reminiscent of mold throughout the house, making the living conditions unbearable and potentially hazardous, especially considering my pregnant wife.Business's Attempt to Resolve the Problem: I submitted a maintenance request to the landlord to address this issue. However, the request was cancelled without providing a rescheduled date or follow-up. The landlord informed me that a third-party would contact me to schedule remediation, but I have yet to receive any such communication, leaving the issue unresolved and confusion about what to do next.

  Customer Answer

  Date: 05/20/2023

  Invitations homes has bought an industrial vaccum to **** the water out of my house, but did not address the flooding issue. They removed an entire room from my home ( carpet and dry wall) and has failed to continue scheduling repairs for my home.

  Business Response

  Date: 05/24/2023

  Invitation Homes has received and reviewed ******************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  ******* reported moisture concern in their basement on *** 13, 2023, after heavy rains in the area. Due to the high volume of calls related to the inclement weather, we were not able to extract the water until *** 17th and remediation was completed on *** 18th. On *** 20th, ******* requested we provide a Waiver of Liability Premises Access Agreement as they were going to be out of town from *** 21st-28th and we needed to access the home during this time. As of *** 23rd, the carpet repair was pending schedule and ******* has shared an access code for this vendor. Additionally, the build back is scheduled for *** 25th.
  
  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: 05/26/2023

  I am rejecting this response because:   Invitations homes has bought an industrial vaccum to **** the water out of my house, but did not address the flooding issue. They removed an entire room from my home ( carpet and dry wall) and has failed to continue scheduling repairs for my home.

  Business Response

  Date: 06/02/2023

  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 May 25th, we installed a plastic shield on the window well where the water built-up to help prevent more flooding in the basement and we sealed the window well from metal to the foundation wall. Due to the excessive rains throughout the state during the week of May 13th, many homes were affected by flooding, causing some delays from our vendors due to their limited bandwidth. As of May 26th, we were onsite for drywall and baseboard repairs and the carpet repair is scheduled for completion on June 3rd.
  
  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:05/17/2023

  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 have been paying a $129 ($903 in total ) per month pool maintenance fee that is required by the management company. Prior to moving in I was told that the pool would be maintained by the management company and completely cleaned of all debris, this was not the case. The pool's vacuum (which is Invitation Home's responsibility) does not work properly and has led to the pool being completely unusable, algae covered and is in violation of city code.

  Business Response

  Date: 05/25/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Our pool vendor had difficulty diagnosing an equipment related issue; they tried several troubleshoots but could not get suction to the vacuum. We dispatched another vendor who was able to identify and correct the issue, and a vendor will return for a follow-up on May 26th to add an additional shock treatment. Additionally, ***** will receive a concession for the time they were unable to use their pool.
  
  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: 05/25/2023

  I have reviewed the business response and accept this resolution.  I would like to know when I will be receiving a concession for the time the pool has been unusable and who to contact about receiving the concession.

• Initial Complaint

  Date:05/17/2023

  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.

  We began our lease with invitation homes July 2021, our experience has been great up until April 21st 2023 with the maintenance division. We began experiencing issues with the homes A/C unit and followed protocol of submitting a work order ticket (B10417373) the local office assigned company APSC companies to the order but has consistently repaired the issue but creates more issues immediately after they leave. APSC companies has been out to our residence numerous times within the last 3 weeks and we are still making daily calls to invitation homes as we are still experiencing the same issue. I have called and escalated to the maintenance division requesting a replacement of vendor as it seems they are unable to get the job done. To which the maintenance team at invitation homes has stated they cannot guarantee a vendor replacement despite my numerous calls and work orders on file stating the problem is still not resolved. *** expressed the urgency of getting the matter resolved due to having a newborn in the house and the increasing temps upon us. However the invitation homes team has shown there is nothing more they can do but tell us to monitor the work order status. It is unfortunate that we are experiencing this issue as we have been a loyal customer to ********************** and have tried to be understanding through this grueling processes. However we feel unsupported and highly dissatisfied with the maintenance team as they have left us with AC issues, putting our childs health at risk, when all they have to do is reassign a proper vendor to get the job done.

  Business Response

  Date: 05/25/2023

  Invitation Homes has received and reviewed Jada *** 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 our residents and were able to speak with resident *********** regarding the **** concerns. We apologized for the delay and confirmed that the work was completed on May 17th. We also advised that we will review the work order to determine days without proper AC and will provide a credit to **** and ************ ledger 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.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding home at *************************************************************** I live next door, the above property is a rental. It has been vacant for about 3 months. I have contacted Invitation Homes 8 times, with no response. The weeds are now 2 feet high, and in my opinion a fire hazard. My property goes up for sale next week. The unmaintained yard next door could potentially affect the sale of my property. Invitation Homes refuses to take care of the situation, all calls get forwarded to a call center.

  Business Response

  Date: 05/18/2023

  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 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 contact with **** regarding the Invitation Homes property ***************************. We were notified that the home is vacant on May 15th and were beginning the turn process. We shared with **** that landscaping was set to be addressed on May 18th.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 05/18/2023

  I have reviewed the business response and the yard was taken care of.  However, the landscape workers blew quit a bit of the weeds and trash onto our property.

  The excuse of them not knowing makes no sense as I personally made several attempts to fix the problem prior to contacting BBB. I was told four times in a three week period that someone would contact me. I was not contacted until I filed a complaint with BBB. 
  

• Initial Complaint

  Date:05/17/2023

  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 was a tenant in a home located at ******************************************. I was given a notice of immediate termination of lease on September 2, 2022. It stated, my lease was terminated and I could not resolve it. I had to leave by October 1st, and I did so as required. I notified *********************** on October 2nd that the keys were left in the electrical box, per instructions from *****. He responded on October 5th stating he received them. I was then sent my move out statement and it showed that I was being charged for the whole month of Octobers rent and a whole bunch of additional charges for the month. I was owed $2240 at this time for my security deposit. I notified ************************* of Invitation Homes of the discrepancies and she stated i had an opportunity to appeal and dispute the charges. I disputed the charges with ***** who said they would investigate the charges on October 28th, 2022 via email. Since then I have not received any emails back. I reached out over the phone and left messages and continued to reach out over email asking for a update on Nov 9th, November 22nd, and Dec 2, 2022 with no reply. I was then sent a letter from collections saying that I owe them $1656.37 . This is for the October rent and charges. I am the one who is still owed $2240 for my security deposit. I reached out over email on their website several times after receiving the collections notice and still have not recieved a response back.

  Business Response

  Date: 05/23/2023

  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.        
  
  ****** was served an immediate termination due to an arrest that occurred at the home which is a violation of the lease agreement. Malanas lease ended on October 25, 2022, and they vacated the home on October 5, 2022. In this case, the resident remains rent responsible until the home is re-rented or until the lease terms end, whichever comes first. A new resident took possession of the home on November 11, 2022, after Malanas lease end date. The remainder of their deposit was absorbed by damages to the home and outstanding utility bills. All charges are valid, and a refund is not owed to ******.
  
  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:05/15/2023

  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 leased a home from Invitation homes back in 2021. My lease ended March of 2023 in which I went Month to month. During my lease I had some issues but with persistence they were ultimately addressed. Before my move out I was in communication with ************************* in February 2023. I advised him I was hesitant to renew my lease because of the rent increases. I advised him I would be looking to purchase a home. He advised me I had to give a 30 day noticed once I became month to month. On April 1st I gave him notice and he confirmed it in a screenshot provided. A week later I received love out instruction to sign. In there isnt stated they would reach out to me to do a move out procedure. No one reached out. I emailed **** that the house was vacant as I purchased a gone and moved out. I finally had to call in on April 28th to determine when I would hand over keys. ********************* scrambled to get someone to my house that day, given that the house was to be returned on the 1st. She was impressed with the cleaning and the walk our supervisor ***, even thanked me for having the house move-in ready. He told me that he had to make notes of recommendations but to him the house looked great. On May 1st invitation hones tried to charge me a full month of rent. Their team had forgotten to disable my account. ***********************, one of the property managers told me that itll be refunded eventually. Thats unacceptable, I told him Im not your bank. Their lack of preparation after proper notice is not my responsibility. I was advised to cancel the transaction with the bank, which I had already done. Today I received my final deposit refund. In there they charge me cleaning fees, late fees and 16 day lack of notice fee over $1100. I am appalled. I did everything right and this company is trying to take my money. This is not good business. I called and made a verbal complaint as well as a written email. I hope you can assist me in making sure this business doesnt take advantage of people

  Business Response

  Date: 05/17/2023

  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 their concerns with charges received after move-out. We reviewed the move-out statement with **** so they could clearly understand the charges and credits that were applied. A lack of notice fee was charged because our records indicated **** did not provide sufficient notice to vacate, however, **** provided documentation, so a credit was applied to their account.  **** will receive a refund check that is expected to arrive by May 22, 2023.
  
  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:05/15/2023

  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.

  While waiting for HOA approval that was about 30 days everything was fine, communication great with leasing and *****. I was told I had to move in before the first, I didn't get any time after HOA Approval. I asked ****** can we wait until the first and she said she had to immediately start the lease, $900 additional.. upon moving in the unit was not ready. Infested with ants and roaches, hot water, tank, leaking, water, running outside, I'm paying for sprinklers they told me nothing about this. I am paying for a ring camera that I did not want and was told that it's mandatory.. the sprinklers are on every night, and I'm responsible, was not given the smart home information for two weeks, but does not work asked for my account to be prorated and I was ignored.. My bathtub is still leaking which is increasing my water bill *** ceiling fan does not work I was not able to unload my moving truck for four days because my garage door was broke, Cost me extra $ Dishwasher broke *** unit was not cleaned. *** walls were not painted I had to hire professional cleaners, which was a little over $400 and I had to wash the walls remove tape from the walls I don't understand why I was forced to move in and the unit wasn't ready My rent was not prorated I think it's very unfair that I am still in this unit and it's not ready I love the house, but why did I have to move into a house like this, especially being infested with bugs I don't want to pay for sprinklers or the ring, this was not mentioned on the advertising ad, I can't get any repairs done because I'm not available during office hours to discuss or be home, but again, they should have been ready before I moved in. Now I might have to takeoff of work which means I'll be missing more money Money that I need to pay for the water for the sprinklers! And now the communication with Invitation Homes is horrible ***y don't reply to anything no more.Some of these things should have had mentioned in the advertising ad

  Business Response

  Date: 05/22/2023

  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 reserving their first home through our pre-lease process, ********* shared they were unhappy with that home and Invitation Homes promptly agreed to allow ********* to transfer their hold and application fees to another property. ********* selected their current property which has an HOA ************************ that requires screening before a resident can move into a home. We informed ********* that this screening process can take up to 30-days for a decision and ********* proceeded. Invitation Homes does not and cannot intervene with an HOA screening process and fortunately, ********* was approved quicker than expected, and signed a lease on April 22nd.         

  ********* completed an in-person move-in orientation on April 24th at which time they received possession of the keys to move-in. Once the orientation was complete, the Invitation Homes tech who completed the orientation submitted the requested work orders based on feedback from *********. The scheduling of work orders is based both on tech and resident availability. The maintenance department attempted to schedule the work orders with *********; however, ********* refused unless Invitation Homes provided compensation for missed time at work. We attempted to obtain additional information and asked ********* to schedule the work orders so Invitation Homes could assess the repairs. ********* has refused to do so and demanded that repairs be done outside of our normal operating hours. As a result, we sent ********* a notice of non-compliance and cure. Once the resident schedules the work orders, we will proceed expeditiously with the repairs.       

  After further review, it is determined that ********* is due a concession credit for the two days they did not have access to the home. Therefore, we have approved the request for billing adjustment and issued a concession credit on ********** ledger. Respectfully, the request for additional compensation due to missed time at work has been declined.       

  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 08/21/2023

  I put in several work orders over the past few weeks just for them to be closed without being completed. My front door wont close or lock, my garage door was kicked in because it was broken I am in a unsafe home with children. I am scared to speak up because the last time I contacted the BBB, Invitation Homes had their Attorney contact me and threaten me with a eviction and those issues have yet to be resolved. I asked ******* for the corporate contact several times but they will not provide.

  Business Response

  Date: 08/29/2023

   Invitation Homes has received and reviewed ************************************* amended complaint to the Better Business Bureau. The complaint stemmed from maintenance issues in the home and her account being under eviction for non-payment of rent. ********* has been a resident with Invitation Homes since March 2016.   
  
  On 8/15/2023 at 5:41 pm work order #B10861209 was created and dispatched to an Invitation Homes technician. The maintenance department has attempted to *************** via telephone to schedule the work order. Both numbers ************* & ************) that we have on file do not accept telephone calls. She is unresponsive to the maintenance departments communications.
  
  Maintenance Communication Notes:
  On 8/15/2023 5:46 pm 1st attempt. Called the resident at ************** to try and schedule service, left voicemail.
  Send text to *********************************, ************** & **************, "Hello, We are contacting you because we have an open work order(s) for your property. Please give us a text/call back to provide your availability to help with scheduling the appointment for your Interior Door/Front Door Repair work order. The number for the maintenance line is **************. That is a 24/7 line, so feel free to call at any time. Thank you, Invitation Homes Maintenance ******* - Project Manager ************** 9am-6pm CST"
  
  On 8/25/2023 1:01 pm Portfolio Director (PD) ************************* emailed the resident in attempt to speak with the resident via telephone, she was unsuccessful with connecting with ********* as her telephone numbers are not accepting incoming call. She advised ********* that the work order is opened, and she will need to call the maintenance line to schedule the appointment. Asked for a number that we can speak with her to discuss her account and alternative options. 
  
  On 8/27/2023 at 10:23 pm ********* responded to PD ***** that is not happy that her account is under eviction for non-payment of rent. We attempted to work with ********* by offering her a program that is temporarily available to residents that are facing legal proceeds. However, ********* has declined our offer because she does not agree to our terms of the program. 
  
  On 8/28/2023 at 1:24 pm PD ***** replied to the resident asking for a working telephone number to speak with her to discuss her concerns further and explain the program. Reiterated that maintenance has been trying to contact her to schedule the work order. We will continue to reach out to ********* and offer assistance that is available.
  
  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. 
  
  Please feel free to contact me if any additional information is needed.
  
  *******************
  Vice ********** *************************** ************

  Customer Answer

  Date: 02/20/2024

  The racism experienced with this company is sickening I am under eviction because Im not liked I have family that rent with this company and they are treated fairly They always agrees me as SIR because of my sexuality ************************** and ****** refuses to work with me but work with all Hispanics. They refuse to accept my rent and tried to make me move within days, well, I find out that you can do a motion to buy you some time And you can file motion/ appeal after every judgment, including the lockout without having to pay into escrow But theyre trying to rob me they refuse to connect me to corporate, they wouldnt give me this information. Im in a 12 month lease in a purposely change it to a 18th month. They refuse to put in writing that the eviction will be dropped if I leave and that I will not be charged any additional fees ************ I have so much proof

  Business Response

  Date: 02/20/2024

  Invitation Homes has received and reviewed *********************************** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  We express our sincere regret and apologize for any perception by the resident of being wronged or mistreated. At Invitation Homes, we steadfastly commit to genuine customer care and endeavor to deliver unparalleled service to all our residents.
  
  ********* has chosen to submit a response to the Miami-Dade County clerk of courts, seeking a court hearing for a thorough review of the evidence by a judge. We fully respect her decision and will await the court's final ruling with due diligence.
  
  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:05/15/2023

  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.

  They have billed another homes vacant electric bill and will not remove it. We have been in contact with your company since March regarding the ******************************** Fee that have been charged to our accounts incorrectly. After much investigation AND confirmation by Invitation Homes and Conservice, it had been determined that these vacant fees are for a 624 Wandering **. THIS IS NOT OUR ADDRESS! We have SEVERAL notes that have been taken down countless of times by your staff with promises that the issue would be resolved, yet we received this Conservice bill with the ************** fees still applied.

  Business Response

  Date: 05/16/2023

  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 found that Conservice, our third-party utility billing provider, sent an email saying they were going to bill June 1, 2023, for electric and a vacant fee. This charge is in error and Conservice agreed to provide a credit to *********s account before it bills so *********s ledger wont impact *********s final rent payment before move-out. We sent a follow up email to ********* and other leaseholders with a copy of the ledger and confirmation that Conservice will apply 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.

  Customer Answer

  Date: 05/16/2023

  I am rejecting this response until they have removed the charges off the June ledger.

  Business Response

  Date: 05/22/2023

  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.       
  
  June billing has not yet hit Angeliques ledger due to the time of the month, however, we have confirmation from Conservice that the charge will be removed upon availability of Junes ledger.
  
  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: 05/22/2023

  I have reviewed the business response and accept this resolution.