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

• 

  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

• 

  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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:04/13/2023

  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 received a voicemail on 4/6/2023 at 8pm. from a garage vendor stating repairs were needed on my home and a work order had been requested. Before I could confirm anything, the vendor shows up to my house unexpectedly. Of course, I didnt answer because of a previous shooting that happened next door (I called and made PM aware of the shooting and they didnt care although everyone on my street was harassed by the police and special detectives for over a week). I then call PM to confirm the reason for the work orders bc I hadnt requested any repairs. The *** couldnt figure out the reason, she told me to disregard. I then receive another call from the vendor trying to reschedule. I call invitations homes back to make them aware and get clarity. I spoke with a rep named ******, who specifically told me PM didnt want to speak to me however they would be the one to disclose fee information( I wanted to know if Id be charged for the missed visit from the vendor); PM gave him a message to share with me that I would be charged. I then asked to be transferred to PM. I then was transferred to a lady name *******, who you can hear laughing at my frustration through the phone. She then kept trying to be rude which caused me to raise my voice and request AGAIN for someone competent in PM to give me a call back (no ***s). I spoke to another rep ********************** who explain he would figured out the issue and give me a call back. Its now been two weeks and no resolution to my concerns. Definitely filing a fair housing complaint. They are discriminating against after several requests were made to have **** or a hire up from PM contact me. Two weeks now have gone by. Maintenance was scheduled for 4am?! Now all of sudden my house doesnt get painted until June because I needed clarity on what was going on and this was a HOA violation

  Business Response

  Date: 04/17/2023

  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.     
  
  Invitation Homes discovered that ****** did not receive a notification about the repair quote to have the *** violations resolved. When ****** called to inquire about the repair, our team was unable to provide a correct update and we apologize for the confusion and communication issues. We shared the proper information about the repair and confirmed that ****** will not be responsible for the cost.
  
  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:04/13/2023

  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 signed the lease for this house in December 2022. At that time, I mentioned that I wanted to add my brother to the lease. I was told he could be added after he completed the application process. I have had to follow up more times than necessary to get the application sent. The communication at Invitation Homes is ridiculous. It takes them days, if not weeks to respond to emails. I was told that the application had been sent to him, but because he didn't get to it in time, it expired. No one sends an email to confirm that the application has been sent. I've asked a few times for it to be resent and still nothing. Outside of this situation, Invitation Homes has been the worst rental experience. Their customer service, lack of communication, failure to follow up, and poor maintenance process is horrible. I would never recommend them to anyone and wish I had never signed the lease. It's all about money from them. Once they get it, they don't care about anything else.

  Business Response

  Date: 04/26/2023

  Invitation Homes has received and reviewed Sherricka Days 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 Sherricka and were able to assist in getting their brother added to the lease agreement. We confirmed that the outstanding maintenance concerns have been addressed and overall, ********* is satisfied with our resolution. We apologize for any 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.

  Customer Answer

  Date: 08/24/2023

  Hello, We continue to experience issues with Invitation Homes. The ********************** is ridiculous. I have had ongoing problems trying to get issues resolved with this home. You can check the laundry list of work orders that have been filed. I have been getting the runaround on getting the insulation installed in the attic. I have had three different service guys come to the house to "resolve" the problem, but each time they are ill-prepared in don't have what they need to put in the insulation. I've been waiting to get a tree cut since we moved in. There have been at least 5 or 6 people come by to look at the trees. When someone finally came by, they cut the wrong tree down. They refuse to cut down the right tree. There is a tree hanging over the garage that needs to come down and one hanging over the master bedroom. Again, I keep getting the runaround. We've taken off countless days of work for someone to come by the house and do nothing. There is no accountability, no regard for my time, and no apology. I was told by *********************** (head of maintenance, that's what he told us) that the trees would be cut down and all issues would be resolved prior to the move-in. It's all been a lie. We've called several times and he doesn't answer or call back. I called today to talk to a property manager and was told I couldn't speak to one! The rent is paid on time every single month, but when I need to get something done by Invitation Homes, I can't get anywhere. This is not my first complaint. Invitation Homes has been the worst rental company I've ever had to deal with. I would never recommend them to anyone. I regret signing the lease. How about they compensate us for all the days we've taken off for someone to come by and waste our time?! I'm sick of the excuses. I want my issues resolved immediately.

  Business Response

  Date: 08/31/2023

  Invitation Homes has received and reviewed Sherricka Day complaint to the Better Business Bureau. We value our customers and are working directly with Sherricka Day to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  We were able to connect with ******** and will get her concerns addresses as soon as possible. The two outstanding work orders have been escalated and will be completed by Wednesday.
  
  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:04/13/2023

  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.

  So I found what I thought was my dream place to rent. **** sqft house with a huge covered pool + hot tub out back! I thought this was amazing! Called up the leasing agent and was told everything was perfectly working with the house and that they did a deep dive into all the appliances/amenities before I moved in. Because someone was living in the house I couldn't tour the place and see for myself before sending a $4000 security deposit and a bunch of other fees to get in. Once I got there I found out how wrong they were. The leasing agent AND the supervisor that I met at the tour both told me that the pool was heated by gas and all I had to do was to turn the gas line on and it would work fine. TOTAL LIES. After a week of calling around I found out that there were no gas lines within 30 miles. I learned later that the heater is propane and that they refuse to install a propane tank at my location so the pool is NOT heated and the hot tub is just a waste of a utility bill. Ontop of that issue the pool and irrigation were both leaking and had to be fixed. These repairs have been pending the entire two months since I've moved in and had zero progress. Each week IH sends out a new company to get a quote - they do nothing with it - and sends out a new company the next week to get another quote. I was completely lied to directly to my face in order for them to fulfill their quota and get someone in the house. they didn't care to look anything over and scammed me just to lock me into something they knew wasn't working and figured I would fix it myself or just stop trying. Basically every part of this house has had issues and IH does an extremely poor job at trying to fix anything. I was warned by everyone to not rent with IH. This is my cry to you to listen to their advice. Even if the house you're looking at is nice it probably has problems - problems that wont be fixed for the entire time you live there. Gladly will be moving out at the end of my lease.

  Business Response

  Date: 04/25/2023

  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.         
  
  We apologize for any confusion that ****** experienced upon move-in with their pool spa heater. We called ****** to discuss their complaint in detail and ****** explained that they expected to be responsible for utilities connection to have a working pool heater, however, they discovered that there was no pool heater or propane tank on site. We explained that this property never had a pool heater or propane tank and did not have this listed on the advertising. ****** understood that we would not be installing the heater, but also shared that there was an additional issue with the pool automation system and asked us to install a wi-fi system. We advised that we are not able to accommodate this special request but will complete the appropriate repairs.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:04/12/2023

  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.

  When we first moved in the home it was littered with dog hair, dead roaches and ***** f**** We spent our own money cleaning and sanitizing. They never changed our toilet seats, microwave, only the stove because of the sever ***** infestation. Invitation homes has gone completely money hungry. They charge fees on top of the rent, utilities, sewer, and gas and charge fees to pay by card online. They also bill the residents for every repair needed even if it was not the residents fault or responsibility. There are several things in our home that cannot be repaired because we cannot afford the cost on top of the ****** They charge for rent. The lease states rent is due by the 3rd date of the month but have started emailing customers on the second saying our rent is late and it's due on the first of the month. There was never any written notice that rent should be due on the first of the month. I recently had a credit on my account for paying extra to get ahead of the next month's rent and it disappeared. The local offices tried to tell me it never existed. Then changed the story that they used the credit for us having our garbage disposal fixed. They also lost our rent check in their offices. This company has turned into greed, and ******* and dimes its residents to death. What a horrible way to do business.

  Business Response

  Date: 04/19/2023

  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 spoke with ******* regarding their concerns about the homes move-in condition and charges on their account. When ******* moved into their home in 2018, they did not report dissatisfaction with the home. Upon discussion regarding the charges, we confirmed the maintenance chargeback is valid as it was deemed resident responsibility. We also provided ******* with information regarding the charges on their lease including how utilities are billed, and that their lease agreement states rent is due on the 1st of each month and is considered late after 5pm on the 3rd. Late fees are not accessed on the 2nd of the month as ******* previously believed.
  
  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: 04/19/2023

  I am rejecting this response because:   This response has false information in the attempt to resolve the issues. Upon move in, in Oct 2017, the home was received in poor condition and this was communicated to local offices. Although it was another company that owned it (Waypoint Homes), the home has had many repairs that were never done to the current day. Pictures are stored in a folder on my phone to show everything that was broken and infested by cockroaches if needed. 
  
  However, the member of the management company I spoke with 4/17/23 was very professional and understanding. The garbage disposal repair was not explained to me until I spoke with ******* (sp?). I do not agree with the decision made but do not wish to pursue the issue further. My overall experience with Invitation Homes has unfortunately been more negative than positive, but ******* has promised to ensure top service until the end of the lease in Oct of 2023 when we will part ways with this company and I appreciate her call and time to hear my frustrations. 

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction Aug 2022 to Jan 2023 *Invitation Homes continued to charge me rent even though they were informed of my leaving the end of July 2022 *I Called them back Sep ******************************************** rent even though they already had a for sale sign on property *i spoke with ******* (call recorded) Where I informed her my lease was up in June ********************************************* * end of Jan I received a bill for 16K which shows they charged me rent up until Jan. 2023 * email came from an unprofessional email address [email protected] believe this company systematically takes money illegally. I have evidence of other shady happenings with this company which will be proven by their maintenance records. for ex. The first two weeks of my stay in home I awakened to precipitation on my phone it was so cold. The home had no insulation in the walls which implies they had poorly or falsely passed home for inspection * my main concern is making sure this account does not show up on my record. In the past when I was late for rent they sent me an eviction notice within 10 days. No such notice was ever sent. This company is exploiting the renter/rentee system and stealing funds they are not owed. They should be audited and reprimanded for such blatant thievery

  Business Response

  Date: 05/12/2023

  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 reviewed the charges ******* is disputing. ******* did not provide a written notice to vacate as required per the lease agreement, and Invitation Homes was not aware that they had vacated the home until it was verbally communicated to an associate. Even though we advised ******* that they need to submit their notice to vacate in writing, they did not do so. As a courtesy, we asked our deposit accounting team to remove the charges on the dates that ******* was not in the 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.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28th 2023 I applied through Invitationhomes.com for a house for rent. I received a text from ************************* stating that I was approved for the house. Application fee paid was $150 for 2 people. Said owner sent me an email with a code to do a self tour of the property. I then paid $1000 for security deposit and on April 3rd 2023 I paid another $1000 to get keys for property. Owner said he was sending ***************************** to give me keys and change locks. ***************************** then sent me an email asking for $250 for keys and changing of locks at this point I asked for my money back. Police Report Case# ************* OMUFP filed on April 4th, 2023. I have a paper trail and email and texts at your disposal.

  Business Response

  Date: 04/11/2023

  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.     

  Unfortunately, ******* is a victim of a housing scam that is out of the control of Invitation Homes. The names provided in the screenshots (***************************** and *************************) are not associates of Invitation Homes, and Invitation Homes does not currently use apps such as Zelle, CashApp, Venmo, etc. to accept funds. It should also be noted that we have no record of ******* in our system as an applicant. We advise victims of scams to report immediately to their local law enforcement, and it appears ******* has already done so. Since the funds were not paid to Invitation Homes, we do not have a refund to provide.

  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:04/10/2023

  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.

  BEWARE: If you are thinking of renting a home through Invitation Homes....DON'T! This property management company has been an absolute nightmare to deal with. My home was broken into between the walk thru and the move in date and the interior of the house was vandalized. I was originally told the damages were NOT my responsibility, they hired workers to fix the damages and I thought everything was fine. I couldn't be more wrong. Fast forward to a couple months later when I see a charge for the repairs to the tune of $2800 in my payment portal. I reached out to the local office and was told a manager would be calling me within 24/48 hours to discuss the issue. I never heard from anyone and figured they realized the error on their end and removed the charges. When I went to pay my rent about two weeks later I noticed the charges still there along with additional charges with no explanation or clarification. I called back and was again told that someone would call me within 24/48 hours and received no call back. In three days I have left 8 messages with the office (every time being told this was being escalated an I would hear back) and sent 2 emails and STILL NO RESPONSE! Frustrated is an understatement. I have since contacted the corporate office with my grievance and am seeking legal council for these unwarranted charges. Do yourself a favor, save yourself the headache and avoid this property management company at all costs!!!

  Business Response

  Date: 04/17/2023

  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.     
  
  Victorias lease started on December 16, 2022, but they did not move into the home until mid-January. ******** called in a maintenance issue on January 14th stating the house had been vandalized. A claim was submitted to Victorias renters insurance policy but unfortunately the damage was not covered. Since ******** is a new resident and hadnt taken possession of the home yet, we agreed to cover the damage and reversed the charges from Victorias 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.

• Initial Complaint

  Date:04/06/2023

  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 applied and qualified for a house that was advertised almost a month before it would be ready to view. I had to put a $500 deposit to put a hold on the house until it was ready to be viewed. When it came time to ******* I was able to see the inside of the house. I walked around for about 30 minutes but came to the conclusion that it was not the right house for me. The next day I continued my search for another house and found one. I called my leasing agent assigned to me and told her that I was not taking the house that was held for me but found another one. I asked for the deposit of $500 on that house but said she couldn't because it was not a house that Invitation Homes had. I was never told that the $500 had to go to one of there homes. Both homes were found on the same web site. How was I suppose to know that I would lose my deposit if it wasn't one of there homes. It's really nothing but a scam and a fraud. It's just another case of a big fish eating a small fish. They show you one house and they expect you to take it and if not they expect you to rent one of there's to get your deposit back. I'm disabled and need a house with a minimum of no steps and walk in shower. It makes it really difficult to find something when your limited as to where you can look to find the right one. It could also be looked at as discrimination against the handicaps.

  Business Response

  Date: 04/18/2023

  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 spoke with ****** about their holding fee concerns. We apologize for any communication issues and have refunded the fee 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.

  Customer Answer

  Date: 04/18/2023

  I have reviewed the business response and accept this resolution. I was very impressed with how quickly they responded to my complaint. We had a very good discussion about the concerns that I had. In the end, they refunded me my deposit and extended yeah opportunity to find some thing else on their website by two weeks. Unfortunately I was able to find one on another site, but appreciated the opportunity to allow me to find something else on their site and waiving the additional fee.

• Initial Complaint

  Date:04/06/2023

  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.

  Please see attachments for full details.To summarize, An application for a rental property (seen on Zillow) was available to rent. I applied on Invitation Homes website. I paid the application fee of $100. I was told the next morning that my application was cancelled because another applicant transferred their application to the same property before mine, which I do not believe is true. ***** - Manager for Invitations Homes Plantation location was going to check on the timestamp for my application and has not gotten back to me. If the property was not available I would not have been able to apply according to Invitation Homes customer service.I requested a refund of my $100 since my application was canceled by IH, and there was no other property I was interested in to transfer to.I am still waiting on a status for the return of my $100 application fee.They even ran my credit check and criminal background after the application was cancelled.The office I have been referred to and people I have communicated with are as follows: Invitation Homes - **************** *********************** - ************************************************************************************************ Tel: 954-526=6251 ***** - Manager to ***********************

  Business Response

  Date: 04/10/2023

  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.      
  
  ****** applied for one of our homes on March 22nd. A preliminary screening was conducted, but they were asked for more documentation. On March 24th, the application was cancelled because the additional documentation was not provided. If the documentation was provided, we would be able to move forward with the application. Unfortunately, on March 29th, another application was submitted by another person. Our process is that only one applicant can be on a home at a time. To resolve, we confirmed ******* current address on April 4th and requested for the application fees to be refunded. The check was sent via ***** on April 7th.
  
  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: 04/12/2023

  I have reviewed the business response and accept this resolution. 

   

  A refund of $150 was refunded.

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My family and I have had such an unpleasant experience with Invitation Homes. We sold our previous home and decided to rent while our new home is being constructed. We have had several issues over the past year that has caused safety concerns for my family and I. When we initially moved in (they promised us a CLEAN HOME upon move in), the house was a complete disaster. Blood in the tub, dead roaches, spiders, and spider webs everywhere.. We looked past this and deep cleaned ourselves. A month later, the water heater bursts and water traveled the entire basement level. The ongoing issue that Invitation Homes fails to acknowledge is the immense amount of tall trees surrounding the home. During stormy weather, large tree branches would fall on the house and at one point a big tree fell onto another tree closer to the house. I've raised this concern several times to them so they could cut down the trees and avoid any potential damages to the home or injury to my family, but to no avail. Recently, we received news that we will close on our new home on April 14th, 2023 yet our lease agreement ends May 17th. Our family will be fully vacated from this rental home BEFORE May 1st due to the reasons above, yet Invitation Homes is unwilling to address my concern. I also need to move all utilities to the new home since I work from home, yet Invitation Homes says I have to keep all utilities assigned to the rental home until the lease end date. I would like BBB to assist me with addressing this concern as I am displeased with my experience and their unwillingness to provide the appropriate level of customer services that I deserve given the circumstances.Thus far I have paid roughly $24,500 in rent to Invitation Homes over the past 11 months.Name: *********************** Address: ***************************************, ******* ** ***** Move in Date: May 18, 2022 Requested Move OUT date: May 1, 2023

  Business Response

  Date: 04/11/2023

  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 ********* request to terminate their lease early without penalty. Due to the extent of the maintenance concerns, we agreed to this request and ******** will vacate their home on May 1st.  We wish the ******** the best of luck with their new home purchase, and we appreciate them being a valued resident at Invitation Homes.
  
  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.