Complaints

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

close

Find a Location

Invitation Homes has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

• 

  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

• 

  Invitation Homes

  3600 Lime St STE 721 Riverside, CA 92501

• 

  Invitation Homes

  7702 E Doubletree Ranch Rd Scottsdale, AZ 85258

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:04/06/2023

  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.

  My lease terminates effective 3/31/2023 on ***********************************************************. Invitation Homes is charging me $ ***** for a renters insurance policy because they don't see that I had coverage up through 3/31/2023. Attached is the cancellation email confirmation from Assurant. Invitation Homes should not have taken out a policy and should now credit my account with ($*****). I am expecting a full refund of my deposit because I have compiled with all terms for early termination of my lease.

  Business Response

  Date: 04/07/2023

  Invitation Homes has received and reviewed *********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team connected with ***** and found that the renters insurance was reversed, but that was never communicated to ***** for which we apologize. ***** confirmed that the items were addressed, and no action is required.
  
  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: 04/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/05/2023

  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 recently transferred homes under invitation homes. I received my move out statement today which includes charges for rent, water, and utilities dating back 3 months. I have already paid these charges and have payment confirmation notices from invitation proving my payment. No one will respond to my calls or messages. I was also charged a trash out fee, steam cleaning fee, move out clean fee, and other fees totaling over $800 that are absolute nonsense. I have pictures showing the state of the property when I moved out and you can see that absolutely nothing was left behind. I also have a receipt showing a professional cleaning company deep cleaned my house upon moving out. This is absolutely ridiculous and they are saying I have ****************************************************************************************************** a chance to prove I have already paid the rent and utility bill for 3 past months and show pictures of the home on move out. This is absolutely criminal.

  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 Portfolio Director (******) spoke with ******** regarding their balance due from their ************** home. ******** provided photos taken at their lease start date showing damaged blinds and after review, we agreed to provide a credit for the blinds. As a gesture of good customer service, we also agreed to credit the cleaning and pressure washing charges. These charge reversals decreased ******** balance due to the Carolinas market, and we explained they should mail the payment to ****** at our ********* office, and she will apply the payment once received to close out the balance.
  
  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:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of their properties is located behind me. A tree from that property fell onto my house. Caused damages to fences, gutters, roof, pavers and company will not return any calls. I have put in cases, called everyday this week and explained I have a tree on my house and have repeatedly asked to speak with someone local in ************ ******* to help me. I keep being told my case is at highest priority and someone will be in touch asap. Its not happening and I need help. According to my homeowners insurance, the property the tree came from is responsible. I cant even get this company to respond to me. Their property they own where the tree came from is 57 *********************************************** ************ *******.

  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.      
  
  The local management team reached out to ***** who is a neighbor to one of our homes. On March 31st, we advised ***** that we received their complaint via the call center about the tree that fell on their property. We explained that we would send a vendor to assess the tree to determine the condition of it prior to falling in order to determine liability and that per ******* law ((1 Fla. Jur 2d Adjoining Landowners section 8 (2014)), it is the responsibility of the neighboring lot to clear or remove any fallen trees, branches, or limbs unless the tree is deemed unhealthy causing it to fall. The findings from the visit which occurred on March 5th indicated that the tree fell due to an act of God and not deemed the responsibility of Invitation Homes past our property line. We notified ***** of these findings, and they are currently working with their insurance provider to assess the damage to their property from the tree.
  
  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: 04/10/2023

  Working with my insurance company as I am looking for a 2nd opinion.

• Initial Complaint

  Date:04/05/2023

  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.

  I have been living at my recent address for 6 years. Invitation Homes bought out the last company so I have been their resident for roughly 4 years. I take care of the home as it is mine and I pay the rent on time. I have been in an email thread with the property manager for over two months about some concerns we have at the property. When I email her it takes weeks b order to get a response. I also reach out to her colleagues and call center and still have not heard anything. This is truly concerning because every time I need reach out I cannot get a response in a timely manor. I have been truly patient through this but it has became a bit annoying. Can someone please reach out to the property manager to have her respond to an email I sent last week Wednesday. Thank you.

  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.      
  
  The local management team contacted ******* regarding concerns with the charges on their account. Upon further review, it was confirmed that ******* was notified that the month-to-month charges would be removed from their account once the lease was renewed. We also provided ******* with more information on the correct process to submit a reasonable accommodation for service animals.
  
  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: 04/10/2023

  After speaking with the portfolio, Director ******,she assisted with the email initially written in January to her property manager. I reviewed the business response and accept this resolution. I only wished it did not had to result with me taking this route. Thank you. 

• Initial Complaint

  Date:03/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently renting a home from a rental investment group by the name of Invitation Homes in the Atlanta area. Renting from this company has been a complete nightmare to say the least. Invitation Homes makes it difficult to resolve maintenance problems that occur in my rental home. For example, I recently placed a maintenance request regarding flooding in my master bedroom due to extensive rain that the Atlanta area has experienced, well it was more than a week before Invitation Homes sent someone to extract the water from my bedroom. Once the water was extracted I was assured that someone would return to treat the area for mold however that never happened. To make matters worse I recently received an email stating that a 75$ fee would be added to my rental portal for the water extraction. According to invitation Homes, Renters are responsible for maintaining their residence for things such as maintaining your lawncare, cleaning the gutters etc, or repairs to the home that was caused by the renter. However, it does not state that renters will be held financially responsible for events such as flooding or fallen trees etc. My biggest issue with this company is the way in which they extort money from renters. Invitation Homes adds extra fees to my renters portal that aren't included in my lease agreement. When I signed my recent least the least was signed based on a two rate of 1561$ per month to date as of 3/28/23 I have been charged $1782 because of additional fees this company included. The most charges have been $75 for water extraction because of weather related flooding, 10$ service charge for utilities that I pay through GA ***** and SCANA Energy, $10 filter replacement charge not stated in the lease, a5 $ service fee for paying my rent online in which this is the only option the company provides. a 15$ renters insurance fee although I have provided them with proof of renters insurance which is required as a part my lease agreement. This company is truly a bully because I have no choice but to pay the additional fees because if I withhold from paying my rent beyond the first day of every month (as there is no GRACE ******* this company will add ASTRONOMICAL late fees to your rental portal, which will lead to further financial stress. Not to mention ruining your credit !

  Business Response

  Date: 04/04/2023

  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 fees that are outlined in Lisas lease agreement. As a courtesy, we agreed to remove the water extraction charge, and will remove the renters insurance master policy charges once **** is able to provide us with their preferred renters insurance documentation.
  
  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:03/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had started contacting the property manager, ******************************* back in November due to the foundation being cracked. The foundation has continually gotten worse and is pushing inward. It looks like it's pregnant in the middle of the wall. We have kept reaching out to *******************************, but have had no response with working with other people. We were told right away that we needed to be moved out and placed in another home because our home was unsafe. We keep reaching out to the property manager because we have to have her final sign off on everything. We have gotten approved to move to a new home but yet they're wanting us to pay all the fees of a new resident and new charges and moving expenses. They have come back and advised that they would pay off the $1500 in moving expense. But I We keep reaching out to the property manager because we have to have her final sign off on everything. We have gotten approved to move to a new home but yet they're wanting us to pay all the fees of a new resident and new charges and moving expenses. They have come back and advised us they would pay of the $1500 in moving expense. But after we've gotten moved, they will reimburse us or will let us know when the property manager ******************************* signs off on it. We are scheduled to move this Saturday but still after Five months of contacting ******************************* to sign off on this she has not responded with Invitation homes. We have reached out to her Director of operations *********************** with no response as well. I have reached out several times to the corporate office out of ***** and have had no response as well. I would like to be moved and not have to pay for this due to the fact that they told us they would put us into a new place and we would not have to worry because our home that we are living in is deemed unsafe. I would like everything paid. I've had to pay for all the connections fees and now they're wanting me to pay for the moving fees and now first months and last months rent and this is been notified to me three days prior to moving. And a deposit fee. According to the rental agreement that they had 30 days to fix the property, and after those 30 days, if the property was not fixed that our rent would be adjusted to a lower rate and that has not yet been done after 90 days are property, I have not been fixed that we would be placed in a new home with no additional charges. That has not been done as well. We are looking to be moved and not being charged.

  Business Response

  Date: 03/31/2023

  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 investigated ****** complaint about foundation and the request to move to another home. Due to the nature of the issue at their home, our maintenance team and an engineer viewed the home and determined it would be best for the residents to relocate. This is recommended for their comfort due to the extent of the repairs needed. We helped ***** locate a new home and facilitated to the transfer process including transferring the security deposit to the new home of their choosing. We also agreed to cover the moving expense up to $1500 with a moving company of their choice.
  
  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:03/30/2023

  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.

  Like to file a complaint against invitation homes I&#**;ve been living at ************************************************************************************** since 2014 I haven&#**;t gave them any problems I pay my rent on time I had a problem with the water bill it was a leak when I turn the water hose off outside the water you can still hear the water running so they put the water **** in their name they took it out of my name and put it in their name they didn&#**;t give me a water bill for three to four months so I thought they were paying the water bill so they called me in about 3 or 4 months to send them water bill was $400 so I tried to pay it they said no you do credit so let us check and see how much credit you get so I called them back in 2 weeks they said no they still hadn&#**;t got the answer yet so they say lot of water bill is $2,000 I say I can start paying now so they said no we still checking for your credit then I called them back they say I owe them $3,000 so I tried to get on a payment plan for $100 every 2 weeks I got hurt on my job so I was no longer getting paid every two weeks I was getting paid by workman&#**;s comp so they paid me every 3 weeks so ****** verde she work at invitation homes start giving me a hard time so I paid my rent and she sent it back she said I had to pay the water bill or they&#**;re not going to renew my lease so I paid the water bill and then she still say they&#**;re not renewing my lease now I have to move I like the house that&#**;s why I&#**;ve been here since 2014 so she&#**;s forcing us to move now because she won&#**;t renew the lease and I think that&#**;s unfair because I never gave them any problems I always pay my rent on time in December 2022 she made me pay $2,600 and my rent is $2,400 in January of 2023 she made me pay $2,600 also she said it was trash and utilities I&#**;ve never did that before I always pay my rent on time those two months you made me pay an extra $200 so I finally paid the water bill and now they won&#**;t renew my lease I have to move May 31st my lease is up in April I just don&#**;t think it&#**;s fair so I would like to file a complaint because I think I was treated wrong and I didn&#**;t want to move I don&#**;t think I should have to move because I&#**;ve never did anything wrong and I&#**;m not a tenant that give problems

  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.     
  
  As of September 2021, Invitation Homes began receiving utility statements from the *************** for the residence at *******************************************. Per the lease agreement, If for any reason Resident fails to transfer or maintain all utilities and services in Residents own name, Resident agrees to reimburse Landlord the full cost of Residents utility usage and agrees to pay to Landlord an administrative fee in the amount of $9.95 (Utility Admin Fee) for each utility bill received by Landlord. Resident shall not allow electricity or other utilities to be disconnected or discontinued for any reason or by any means (including nonpayment of bill) until the end of the Lease Term or renewal period.
  
  Based on the resident ************************ has been billed a total of $5055.14 in true billing statements during a 17-month period from 09/2021 02/2023. In addition to the chargeback, ***** has also received a total of $1523.91 from Invitation Homes due to a plumbing leak that was found to be the cause of the spiked periods. This would mean her average billing over the past 17-months is approximately $207.72.
  
  Upon receipt of the BBB complaint, the Portfolio Director has made several attempts to review the non-renewal decision and utility chargebacks with ***** with no success. ***** has stated that she accepts the non-renewal decision and will review all statements following her vacancy from the property. At this time, the utility chargebacks are true, and no additional credits are due. As an additional courtesy, several late fees were removed to during the spiked billing periods to allow additional time to resolve the balance.  
  
  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:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a property with Invitation Homes LLC from 02/17/2022 to 01/31/2023. During the time my children and I lived in there property we experienced many different problems such as ceiling leaking, bathroom sink flooding four rooms and damaging hundreds of dollars worth of items. No one came to clean the water and left the carpets with a mildew smell and walls with what appears to be mold. The sink and cabinets were removed and left in my backyard for over eight months and was removed after I moved out. I cleaned the home inside and out prior to moving out. I have videos to show the state of the property on the last day I was in the home 2/1/2023. I am disputing my security deposit refund. I never received my deposit. I contacted them and received a email 02/24/23 informing me that I will not get a refund of $1767, which didnt match the amount of my security deposit that I paid. I paid $2659.50 security deposit and $791 in initial rental payment. They sent a letter with fee adding up to $2474.89 minus $1773 which left a remainder of $656.41 they say I owed. My lease shows all amounts paid. I sent pictures and videos of all evidences to show the errors they were charging me for and that I left the property in great condition. After about 12 emails the representative *********************** finally sent me a list of charges which is now $1152.06 which is still less then my security deposit but did not refund the remainder of my deposit. I do not agree with anything of these charges based on the condition of the property and normal wear and tear can not be charged to the tenant. I am requesting my full security deposit of $2659.50. I also have a section 8 voucher that covers my full portion of rent. During the leasing process I was also charged an initial rent payment of $791, in which I am also requesting because Section 8 covers my rent and I was informed that I would get that back but I never received it.

  Business Response

  Date: 04/04/2023

  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.     
  
  After further review of the final deposit accounting, it appears that the Additional Security Deposit of $886.50 was credited back at move in in error, resulting in Ms. ******* payment of $886.50 to be applied to utilities, service fees, smart home fees, filter fees and renters insurance. Invitation Homes agrees to revise this error. It was confirmed that the sink and shelves were left at the home by vendors so those charges will be reversed from the ledger. There is also a charge for late fees that will be reversed. The adjustments are in process, and it was communicated to ******* that an updated statement of deposit accounting will be emailed once complete. The estimated timeframe is approximately one week.
  
  Invitation Homes does not refund move in funds. The move in funds in the amount of $623.34 were applied to the account and went towards and balance due and any remaining credit was applied to future charges.  
  
  All other charges and move out damages have been thoroughly reviewed and are beyond wear and tear. No additional adjustments will be made 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:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After moving out of the house we were renting we were charged a ridiculous amount. When we moved in the house was dirty among many other problems. My wife and I cleaned the heck out this house and they are trying to charge my whole security deposit and then charging an additional 991. One for a broken dishwasher which was working just fine the day we left.

  Business Response

  Date: 04/04/2023

  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 thoroughly reviewed the move-out charges on Coreys account and determined that they are valid. ***** was not charged for any items that were noted on their move-in inspection and the dishwasher was replaced on April 22, 2022, but upon move-out, it would not run through any cycles, therefore the dishwasher replacement is considered resident responsibility. ***** was emailed a clear breakdown of all move-out charges in addition to supporting photos. At this time, no adjustments will be made to the balance due.
  
  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:03/29/2023

  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 am a current tenant with invitation homes and it has been a deplorable experience. I am opting to end my lease early and pay the early termination fee. For unknown reasons, I have been locked out of the portal and had to call multiple times to get access to the portal to make the final payment that was due on the day it was due. Fast forward to two days later, I am locked out, listed as moved out, and as no longer a tenant. I am a single female that was stuck outside for hours, where it was dark and the temperature had dropped. I had a friend drive from hours away to get me so I wouldnt be stuck outside throughout the night while attempting to get the issue resolved. None of the smart home or invitation home representatives were able to assist because someone in the office listed me as moved out 2 weeks before my move out date. I was advised to call the office at 7, when I did they told me the local office didnt open until 8:30. I called at 8:30 and was dispatched to a call center multiple times. Its now 9:02 and I am still locked out of the home that I paid full months rent for and no one is able to resolve the issue. I have reached out via phone and email to no avail. Worst business ever. No sense of ethics or professionalism.

  Business Response

  Date: 03/31/2023

  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 investigated Tarianas lease status and scheduled move-out date. Due to some internal conflicting information, the resident was moved out of the home by mistake to our system, at no fault of *******. The error was quickly corrected but it has still caused Tarianas Smart Home lock to become inactive which is why they were locked out of the home. We are very sorry for the inconvenience this caused and have provided a concession 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: 04/04/2023

  I am rejecting this response because I do not feel $200 is acceptable for me having to pay someone to drive to and from ******** twice (to come get me and bring me back), reschedule movers and junk removal, and miss a day of work. Also, I will not be able to access this concession for at least another month when the security deposit is released. The resolution does not match the impact of this major error that occurred at no fault of mine. 

  Business Response

  Date: 04/26/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  We apologize for the inconvenience caused to ******* and have offered an additional amount to rectify the situation. We wish ******* the best of luck in the future, and we appreciate them being a resident with Invitation 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: 05/03/2023

  I am rejecting this response because:   I have not received any additional amount to rectify. Please advise on where this amount can be found, as it was not included in the final ledger that has been mailed out.

  Business Response

  Date: 06/01/2023

  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 agreed to provide ******* with an additional refund which will be sent via mail to Tarianas forwarding address.
  
  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.