Complaints

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

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

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  Invitation Homes

  465 N Halstead St STE 150 Pasadena, CA 91107-6017

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  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

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  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

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:03/23/2023

  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 rented a home at *************************************************. They have withheld my deposit after I provided photos and receipts and they stopped replying to my emails and requests for my security deposit. ******* and ****** have been unresponsive and been involved attempts to defraud an honest single mother. I expect to receive my money or I will file legal preceedings. Please contact me I will provide pictures emails receipts and checks . I am honored my contract. They need to honor the contract and sending people back their security deposits. I respected the company's rules and paid all my rent on time and even paid money to get out this home. I will go to court and pursue up to double the amount per ******* law

  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 agreed to review ***** deposit accounting disputes upon receipt of the proof **** was able to provide. We agreed to a refund that was applied to Noras outstanding balance and resulted in a refund check that will be mailed to ***** new address in approximately seven business days.
  
  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:03/22/2023

  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 have rented from invitation homes for 4 years. Our pool has been leaking since early 2020. They did not come out in 2020 because of Covid.By us following our lease we are using over ****** of water a month. They have told us since 2020, oh don't worry as soon as leak is fixed they will refund out money. Well about 100 phone calls, numerous emails we are still in the same boat. A pool that leaks 1-2 inches of water a day 3 years later and still not fixed. We put in a notice to with hold rent and they threatened to evict us.We have been charged over ******* gallons of water to keep their pool filled.Customer service is absolutely ******************************* does not return calls or emails. Ever since I withheld rent they are started to send false violations against **** have videos to prove the ****** leaking water and our (actual) water usage.We use roughly **** gallons of water a month and we have been getting charged 9x that amount.I can not a will not put up with this nonsense paying very good money to live here.

  Business Response

  Date: 04/03/2023

  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 are addressing their concerns. A preferred pool vendor completed a leak detection on March 31st and per the recommendation of the vendor, we are replacing the skimmer. We will also review the water usage of refilling the pool once repairs are complete.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 07/21/2023

  Invitation homes is charging me ***** a piece for false violations that have not occurred. The Hoa has it out for renters and is posting false violations. We have been charged 11 violations in the past month. I have multiple pictures of our house and the way other houses are being kept ** in the neighborhood and hours is easily in the top 80 percent. I spoke to *********************************** and we had very long discussions about this and she told me not to worry there legal team was looking into it and they have multiple other communities that are doing the same to their tenants. I have sent in multiple videos of the harassment by board members and I have thousands of pictures to prove we are treated differently than home owners. I asked if invitation homes could please send an employee to ride through the neighborhood with me to see the conditions of the other houses and neighborhoods. I have No standing with the hoa but invitation homes does. They will NOT intervene so I can live in peace with my family. I have lived here 4 years and never had issues until January. My family gets harassed, threatened and stalked by board members. I have put in a notice to withhold a portion of rent and will not pay ***** a violation that I can prove is false.

  Business Response

  Date: 08/09/2023

  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 and legal department have been working with ******** on the alleged harassment from the **** ******** is aware that we are working to schedule a date to meet with the *** and will also walk ********* home and the community to ensure expectations are the same throughout the area.
  
  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: 08/09/2023

  We have been going through this harassment for over a year now and today we finally met a nice man from invitation and he had nothing but praises about yard situation and jet ski situation.

  Invitation homes and the hoa have no clue what's going on with ccr.

  I had the management company and a hoa member tell me invitation homes is not paying their *************** or fees, that's why families like myself that move in have a target on our back.

  I have had different medications I had to be put on by my doctor because of the living situations. I can't sleep at night, my anxiety through the rough, it's affecting my work.We constantly have people staking the house out,threats from HOA members and fake violations from invitation homes.

  We don't have quit enjoyment of this property and either the hoa or invitation homes will be held responsible.

   

  This has been going on over a year now and today was the first day someone from invitation has came out. 

  Customer Answer

  Date: 08/17/2023

  I am rejecting this response because: 

  We have been going through this harassment for over a year now and today we finally met a nice man from invitation and he had nothing but praises about yard situation and jet ski situation.

  Invitation homes and the hoa have no clue what's going on with ccr.

  I had the management company and a hoa member tell me invitation homes is not paying their *************** or fees, that's why families like myself that move in have a target on our back.

  I have had different medications I had to be put on by my doctor because of the living situations. I can't sleep at night, my anxiety through the rough, it's affecting my work.We constantly have people staking the house out,threats from HOA members and fake violations from invitation homes.

  We don't have quit enjoyment of this property and either the hoa or invitation homes will be held responsible.

   

  This has been going on over a year now and today was the first day someone from invitation has came out. 

   

  Customer Answer

  Date: 08/17/2023

  I am rejecting this response because:   This has been going on over a year now.

  we had a invitation home's representative that came to house on August 9th 2023.

  He said there is absolutely no problems with yard or garden of house. He said he would not do anything to the outside because there is no wrong. I walked him across the street from me on a house that should be condemned, and he was blown away. But as of 2 days ago I am receiving more harassing violations from invitation homes on lawn and garden even though it was deemed by their employee as perfectly fine.

  It has been none stop harassment from hoa and invitation homes. They have told me for over a year now  don't worry about it we will handle it, but still charge my account the violations.

  I do not have peace and enjoyment of this property and invitation homes will be held accountable.

  Business Response

  Date: 09/08/2023

  Invitation Homes has reviewed Mr. ******* complaint to the Better Business Bureau. We value our community and accordingly made it a priority to work directly with our resident to resolve the matter. Invitation Homes responds to the Better Business Bureaus request for information as a courtesy.
  
  We have spoken with **************** and are working together to address expressed concerns. **************** seems to be experiencing challenges with the *********************** We are working together with our legal team to ensure that Invitation Homes as well as **************** complies with ********************** rules and regulations. We are also partnering with our resident to ensure that the ********************** is upholding standards consistently with all owners. 
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance, and providing safe and quality homes. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 09/08/2023

  Invitation is looking into matter with a new ***** representative RTM.

  We have been in contact and sending my evidence to them on Hoa targeting and they seem like they are try to make it right this time. 
  

  I was being helped 7-8 months ago by a lady who promised that their legal team was working on it, I have found out recently that she longer works there.

  Thanks

  Customer Answer

  Date: 11/16/2023

  A year has gone by. We have been facing major harassment from hoa. Invitation basically lies about everything. Was told in January not to worry that they have legal team working on my case and they have my back by *********************************. I have text and pictures of Bs hoa violations. I dont hear from ******** no more (supposedly she dont work there no more). So a new guy calls by the name of *************************. Who basically laughed at me when I told him I have a case with legal department and told me ******* dont work there no more. He threatens me on a cell phone knowing that he cant be recorded. Tells me one thing and only to do another. Instead of helping his resident out of 4 1/2 year he colluded with hoa to make me look like the bad guy. He tells me that iam a renter and I should expect to live at a higher standard than a home owner. **** return calls on promises that were made. I have called the company on recorded line trying to reach someone in corporate office and I get nothing in return. Shows up to property and searches my back yard like a renegade on a hour and 30 minutes notice. This company is absolute shambles from management all the way down the line to maintenance. I pay ******* a month and cannot get nobody in corporate to return my call so I can explain how the local office does business. They keep their doors locked for COVID. Renters beware!!!!!

• Initial Complaint

  Date:03/20/2023

  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.

  Shortly after moving in, on October 27th, 2021, I noticed leaking from the ceiling in my guest bedroom. That night I submitted a maintenance request to have the leak looked at. Invitation homes sent a plumber even though it was stated that this was not a plumbing issue, but due to the increase in rain, it was coming through the roof. The plumber who was sent confirmed that it was not a plumbing issue and let invitation homes know that it was a roofing issue. Invitation Homes sent someone to look at the roof to see what needed to be done. The first person who came to look at the roof determined that the entire roof needed to be replaced due to the horrible condition that it was in, but invitation homes did not initially approve this and had him only fix the area that was leaking directly into the bedroom. They then sent someone to part the hole in the ceiling that was cut during that first visit (see attached photo for reference to the hole. While waiting for someone to patch the hole we noticed that the leak had not actually been fixed and informed Invitation Homes. They still moved forward and sent someone to patch the hole, but this person refused due to the leak still being present. This continued until March of 2022 when both the leak and the hole in our bedroom ceiling were completed. During that time we were unable to use our guest bedroom due to the rain coming directly into the room and being unable to keep the room heated. In our lease (see attached photo) section 36 covers damage to property and states that tenants can receive prorated rent or terminate their lease if damage makes all or part of their home uninhabitable. I have been trying to work with the company for a year now to receive a prorated rent but the company has been unresponsive until recently. After over a year of trying to resolve this issue, the company just offered $1000 on 3-15-23, but I am asking to terminate my and that is not being honored.

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed ******** *******' complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     

  The Portfolio Director (Jaqueline) connected with ******** over the phone to discuss their concerns. The roof was initially worked on in October 2021 and resolved by March 2022. Jaqueline advised that we plan to issue a concession to Madeline’s ledger for the lack of use of one room in the home for five months. In addition to this concession, ******** requested to terminate their lease early. Invitation Homes does not agree to waive the early termination fee as the roof repair was resolved a year ago and there are no current reasons to qualify for the waiving of this fee.         

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

• Initial Complaint

  Date:03/19/2023

  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.

  On February 28, 2023 I moved out of an Invitation Home that I was renting. I received an email from them on 3/18/2023 Subject Statement of Deposit accounting. What this email entails is my security deposit and outstanding charges that I owe them $962.66. I do not agree with that, I looked over the ledger they sent me with the explanation of charges. I will list the charges that I disagree with. The numerous charges for the sewer and water Weed spraying and Abatement. No where in lease states I have to spray weeds and it was not on the move in or move out list. $78.26 Remove satellite dish, I didn't have a satellite when I was occupying the unit. I had cable and I can produce a receipt that I had those services. $28.75 Refrigerator crisper drawer. I replaced the drawer before moving out of the unit. I can produce a receipt for this as well. $172.50 Repaired shelf under kitchen sink. There was no shelf under the kitchen sink when I moved in. This damage must have been caused by the tents that were rented prior to me. $17.25 Toilet seat, the toilets were in good condition when I moved out and cleaned as well. $25.50 x 2= $51.10 Garage door, this door was peeling. Accordioning to the Georgia's renters law this is considered normal wear and tear $28.75 Rent Ready Clean $389.62, I cleaned this home up from top to bottom prior to me moving out. Mini blinds, I replaced these before I moved out $40.25 Air filter, I replaced this before I moved out. $6.74 Entry door sweep, I sweep and mop the floors before I moved out. $20.00 x 2= $40.00 True up Rent $1,624.00 Missing garage door opener remote $33.25, I was only giving one remote. I left it on the kitchen counter when I vacated the unit Carpet patch $30 carpet had red stains on the floor prior to moving in, I have pictures.Unclog drains, Drains where not clog prior to me moving out $11.50 Interior Door $171.45, door had prior damage when I had my move inspection, I have pictures when I met up with the Superintendent and did the move in orientation. He stated they would not replace the door. Now I'm being charged for the door. I feel like Invitation Homes should reverse these charges of $2333.80. Because they are really getting over on people with all these charges and refunding me some of my security deposit. I gave them back the home the same way they gave it to me.

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  The local management team has been in communication with ***** regarding their concerns with the move-out charges. We provided ***** with the full move-out inspection report with a breakdown of deductions along with pictures and invoices that we have paid to vendors. After further review, we agreed to refund the charge for the garage remove. The sewer and water charges are accurate as utilities are charged in arrears for past months and the final utility bill was charged through ****** move-out date. ***** was not charged for a satellite dish, interior door, carpet patch, garage door, or weed spraying. The rest of the deductions are valid as they were determined after taking into consideration reasonable wear and tear and how ******************* occupied the home. ***** was also reminded during the pre-move-out inspection of their responsibility to return the home in the same or better condition as when they moved in as outlined in the lease agreement. At this visit, ***** was given clear instructions on how to minimize deductions for their security deposit.
  
  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:03/17/2023

  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.

  We have a mold issues in our home, and our leasing company has done nothing. We've asked for temporary as well as a different permanent residence as we cannot stay in the home with mold because that is a health risk. I have gotten sick from being in the home with the mold and so we left the home. We filed complaints and let the company know the situation with the home through messages as our leasing team is never available when we attempt to call. When they finally did reach out to us after filing a complaint with the health department we were told to apply for a new house with a higher rent and wait to be approved and to pay whatever the rent for the new housing would be which would have been an increase of $300-$500 (approval not guaranteed potential leaving my family(4 year old daughter, 2 year old son and pregnant wife homeless). None of this is ok and the leasing team does not seem to care at all for the safety or well being of my family. We have been trying to get them to make this right for about 2 weeks now.

  Business Response

  Date: 03/29/2023

  Invitation Homes has received and reviewed ****** *****’ complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.    
  
  The local management team spoke with ****** on March 8th about concerns with leaks in the home. At the time, a leak to the exterior of the home caused by palm tree roots had just been resolved and then the residents reported a leak in the interior of the home. We advised that we would escalate the work order with our maintenance team. On March 14th, ****** advised that they had not been staying in the home due to concerns of AMG (assumed mold growth) and we spoke with them the following day and provided locations for relocation or rent abatement on March 16th. We also spoke with them again on March 17th to review the progress of repairs.
  
  ****** will be receiving a concession for the time out of the home starting March 5th through the expected work order completion date of March 29th. The Maintenance Manager has confirmed that vendors are completing remediation and the carpet will be replaced at which time the residents can return to the home. During the repair project, relocation options were offered as previously mentioned, and we advised what the next steps are to relocate and offered to waive the transfer fee. ****** advised that their expecting a baby and did not want to move.
  
  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:03/17/2023

  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.

  I have been dealing with a company that does not deal with things in a timely manner and has neglect to properly care for the property and have repeatedly tried to charge me additional amounts for things that are not resident responsibility. I also had to live in a home with no functional plumbing because of the length of time it too them to actually repair it and for something that if they had addressed sooner, as I requested, could have been prevented. They don't respond to emails nor do they return calls. I still have stairs that are falling apart, gutters that are not repaired, charges on my account for issues that are not my responsibility. I don't get responses when promised, vendors don't show up to repair the home when promised and there is no urgency for major issues such as sewage backing ** in the home.

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed **************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  The local management team reviewed Megans concerns and charges that are being disputed. We escalated the maintenance issues and sent a vendor to the home. It was determined that the clog was due to tree roots that had grown into the line that needed to be cleared. We removed the charge from ****** account as that is not considered resident responsibility. The additional maintenance concerns have been scheduled for March 30th. We also conducted an account review and ***** is in current status, not under eviction, and has not been under eviction at any point this year, therefore there should be no impact to their credit report.
  
  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: 03/27/2023

   
  Complaint: 19841830
  
  I am rejecting this response because: the evictions were not this year and are still outstanding on my rental record as you filed them in the court system. Since filing this complaint there have still been more cancelled work orders for repairs and all repairs have not been completed as well as an additional charge for something was also placed on my account. I have not receive a refund for any of the back charges I paid nor I have I been reimbursed for the eviction charges that were levied against me from your company when it did occur. Someone is schedule for Thursday to address multiple issues that it has taken over a year to resolve and I have had to take off time from work to be at the home and have had people cancel and not show but yet if it were reverse I would be charge for not being home. They offered not resolution and have still added additional charges to my account. 
  
  Sincerely,
  
  *******************

  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.         
  
  ***** is currently in good standing with no eviction proceedings in progress. When ***** was filed for eviction for non-payment in October of 2022, the eviction was cancelled, and the legal fee was credited back to their ledger upon receipt of the proper payment. ***** has never been sent to collections for non-payment, so there would be no impact made to their credit score. Per the lease, if a resident doesnt pay rent, an eviction will be filed.
  
  To date, all pending work orders in Megans are complete. We reversed the legal fees, HOA violation fees, and maintenance chargebacks dating back to October 2022 as ***** has disputed them. The lower-level gutters have been deemed resident responsibility per the lease agreement. We hope this helps to clarify any confusion.
  
  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: 04/26/2023

  I am rejecting this response because:   Things are not resolved and I have received no credit on my account for the legal fees that was paid years ago nor for the past charge that I paid for the plumbing, nor have I been compensated for living in a house with our functioning plumbing for 2 weeks. 
  
  in addition, they are now trying to change what was I was previously told and make the gutters my responsibility even though they are second story and this was confirmed with their maintenance manager, ******************************* and multiple other people in the company that these are not my responsibility and they are refusing the create and addendum to the lease stating this as well as creating notes in the account that are not accurate. They also removed the gutter guards that were in place when I moved in and did not replaced them, modifying the home making the changes to the gutters are not something that is my responsibility.

  they did have someone come out and make most of the repairs but there is an open service request on the account because the front steps were not repairs and as a result one of the railing bars has fallen off. 
  

  They are also delaying the signing of my lease as well  because of them now trying to make the gutters and other items my responsibility which have not been in the past  

   

  
  

  Customer Answer

  Date: 05/19/2023

  It is not on hold because of my lack of response.  There are still outstanding repairs, there is still two charges that I paid that had not been, one for the legal fees for the eviction and one for plumbing repairs that were not what I request to be repaired. There has still be no compensation or action taken as the result of me living in a home with nonfictional toilets for multiple weeks and they still will not acknowledge that the gutters on my home are not my responsibility in order for me to sign the renewal of my lease. The last repair not the front steps was deplorable and I could have done the repair better. 

  Customer Answer

  Date: 05/19/2023

  They have also tried to add charges and dogs that I had before they took over the property. 

  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.     

  ***** is currently in good standing with no eviction proceedings in progress. When ***** was filed for eviction for non-payment in October of 2022, the eviction was cancelled, and the legal fee was credited back to their ledger upon receipt of the proper payment. ***** has never been sent to collections for non-payment, so there would be no impact made to their credit score. Per the lease, if a resident doesnt pay rent, an eviction will be filed.        

  To date, all pending work orders in Megans are complete. We reversed the legal fees, HOA violation fees, and maintenance chargebacks dating back to October 2022 as ***** has disputed them. The lower-level gutters have been deemed resident responsibility per the lease agreement. We hope this helps to clarify any confusion.     

  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 am rejecting this response because:   There are still outstanding repairs, the eviction was not in 2022 but an earlier date as were the charges I paid for plumbing. They have not addressed me living in a home with no working plumbing for over 2 weeks and have now deemed and changed the fact about the gutters. I have been told by their staff previously the gutters are not my responsibility and they are now changing that. If they look in the back of my home it will emphasis why the gutters are not my responsibility. They have not addressed many of the things i originally brought up and they seem to the think that the longer they draw this out the more likely I am to miss a response so they wont have to reimburse the issues or settle with me for the fact that I lived in the home with non working plumbing for an extended period with no one contacting me! 

  Customer Answer

  Date: 06/08/2023

  There is still no resolution and the back stairs were also not repaired up to code and are dangerous for me to go up and down according to the repair man that came out today. 

  Business Response

  Date: 06/13/2023

  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 has been attempting to reach ***** to no avail. We would like to discuss their maintenance concerns and will continue to try to reach ***** for further assistance.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/13/2023

  I am rejecting this response because:   This is an absolutely fraudulent claim. These messages are even from today the only thing I was reached out to regarding was having me pay when they havent settles all of the other issues. I have no refund for the charges in the past. As I posted the other day, my back steps were repairs so poorly that I have been told not to use them because they are dangerous and badly against code. They have done nothing to resolve 90% of the issues. I even had one repair person come out and tell me that the board wasnt rotted out bad enough to have visible holes so he wasnt going to do anything because Invitation homes wouldnt approve it. They are also not threatening evictions but wont resolve things so that I can pay my rent or renew my lease. 

  Customer Answer

  Date: 06/14/2023

  I have no record of any missed call from anyone other than ******, maintenance manger and still have not received a call back from anyone on the rental team to resolve this.  ****** did call today regarding the multiple issues that have still not been resolved in the home. I also verbally expressed all of the ongoing issues and he said that he would reach out to those people and even after that I still have not received a return call! ****** is the only who has called me and told me there is nothing she could do and it would have to be escalated. They are threatening to file and eviction but still no one has called to speak with me who can resolve all the issues and I have found that they do not resolve things or contact you or refund money unless you take a stance. 

  Customer Answer

  Date: 06/14/2023

  You can also see as of this that they have added additional charges on and the rent amount is not what was agreed to per other communications and agreements for it to be $1735. This is also over a $300 increase in rent in 4 years! I understand rental increases but this is beyond absurd and entraps people in perpetual rental situations as well. 

  Customer Answer

  Date: 06/22/2023

  The work order to repair the steps was removed even after ****** communicated that it was in the works. As a result to the steps not being repaired properly in the back and the front I fell today and badly injured my knee. I am beyond furious with this and now am going to have medical bills due to their lack of attention and repairs. 
  

  I also called to ******* office to speak with someone and was on the phone with them when ****** called reporting the issue. I had to call 3 times to get some one to respond. The first person answer and put me on hold  

  ****** did return my call after my text message and was frustrated as well that the work order had been removed as well as the fact that no one had reached out to me either on the management team to get things taken care of and resolved.   I had expressed to him my concern for the stairs being unsafe the first time he was out. 
  

  I am horrible concerned about the damage to my knee as a result of this negligence and inability to follow through.   
  

  I also did try to stabilize the step I feel on today to that I can leave for work tomorrow without being scared of going down the stairs. 

• Initial Complaint

  Date:03/15/2023

  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.

  I have been renting from Invitation for about 5 years. The house itself is ok but was poorly pieced together. I stay here for the convenience for my kids but the company itself does nothing to help me when needed. For instance - within the first year I was here out kitchen sink literally fell through the counter. To this day I am still trying to get the sink to work. Legally, they know that they are not allowed to refuse emergency service on something like a kitchen sink which is a necessity. We have no hot water in our kitchen. for five years there have been multiple instances in which I have gone anywhere from a day to months without the sink working properly. Never once have I been offered any type of accommodation or credits for my rent. In fact, the opposite I basically get told sorry can't do anything about it, and continued rental, increases along with the refusal for any longer term agreements. They continuously make my life as difficult as they can and try to force my hand to seek legal action that I don't have time to do because they know I am a father to three children. They even refuse to submit photos I give them for "hoa" violations that are typically my neighbors and then charge me the fees !!! Looks like I have no other choice to go this route, thru any other means necessary and start filing every complaint and online review, name their CEO *************************** in any and all that I can to finally be protected as a consumer. After paying this company / owner of the house over $120,000 this is how I am treated?? Shame on you *************************** & Invitation Homes

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed **************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  The Portfolio Director, ******, contacted **** regarding their concerns about the repairs needed to their sink. An Invitation Homes vendor completed a repair on March 16th, and upon further review, we agreed to remove the sink-related charges from Chads account. We have also scheduled for our Maintenance Supervisor to visit the home to complete an inspection on March 27th.
  
  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: 03/31/2023

  I am rejecting this response because:   
  invitation homes waited until almost the end of the month to remove the $75 charge that they were trying to charge on a matter that has been an issue since 2017.

  when they finally remove the charge, I had to pay my rent in the form of certified funds which is fine, but when I went to pay it today, they rejected it. Just another example of how they have continuously made things difficult to me, though I have been a good tenant.

  They still are not, addressing the issue that they have consistently refused to submit pictures, proving that I was not violating HOA criteria multiple times, and have multiple times charge me fees for their delay in response to HOA, which I have no access to.

  Additionally, they are not, addressing the fact that their own techs have said that there has been a leak in the sink since weve been here and that it was not put in up to par, which has cost me at least in the thousands of additional fees with our water company since 2017.

  I am again requesting that these items be reviewed by invitation homes, and that they come to a fair resolution with me. If they are refusing to work with me, as far as a credit, then I would be willing to at least have a lease renewal with no increase for 24 months. To make up for the financial and emotional stress this has put me under.

  Business Response

  Date: 04/25/2023

  Invitation Homes has received and reviewed **************** rebuttal complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  The Portfolio Director (******) spoke with **** about their concerns and needed repairs to the sink. These repairs were completed on March 16th. Upon further review, it was confirmed that **** was notified of the charge removal on March 24th. We had scheduled an appointment with **** to inspect the sink on March 27th, however, they had to cancel due to illness, and we advised to let us know when theyd like to reschedule for.
  
  **** was further advised that their account was not eligible for online payments due to the delinquency status, and they were provided with alternative options to remit payment.
  
  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: 05/05/2023

  I am rejecting this response because:   
  - again the company is misrepresenting the facts

  - the delinquent matter was due to repairs still not being completed at my residence

  - a supervisor visit was rescheduled once due to a sick person in the house, which I immediately rescheduled. On the day it was rescheduled. I had to completely change my schedule to meet the needs of the supervisor and they didnt show up. Later I found out it was because the scheduler put the wrong time in. Unfortunately I had to work. I cannot be held accountable for the fact that invitation has not been able to meet their own requirements.

  - I only submitted the rent payment with the late fees because they have held me hostage with this supervisor supposedly coming and previously appointment upon appointments that were scheduled for supposed repairs that nine times out of 10 ended up only being somebody to come in to look at the issue and tell me that there was an issue and that somebody would be able to fix it later

  - I dont know about invitation homes, but my employer does not give me unlimited vacation time. I have used so much vacation time for these fake appointments that I have barely been able to spend time actually using my time off for what its used for. *** had to miss doctors appointments. Ive had to reschedule my kids appointments and missed school events because of this.
  

  - Invitation has not offered anything to reimburse my time or the late fees that Ive had to pay even though I have full rights to withhold the rent until the repairs are actually done

  - I have stated that I am amiable to a credit to my account or an agreement to extend my lease another year at the same rate

  - Additionally, since I clearly have to have everything in writing where it will affect the company rather than us being able to just discuss and handle these matters directly, I am putting it in writing here that one of our pets passed away, and we should no longer be charged the pet rent for a three animals. Currently we only have one cat. No dogs. The other dog was rehomed. 
  

  I would appreciate the matters I have requested to be addressed, and a resolution that is amiable to both parties to be offered. Thank you.

  Business Response

  Date: 07/06/2023

  Invitation Homes has received and reviewed **************** rebuttal complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team communicated with **** regarding their concerns about repairs in their home. Invitation Homes provided **** with a concession for two missed appointments and an additional concession for the days without access to the bathroom. **** submitted a rent payment on July 3rd and Chads current lease does not charge pet rent on a per pet basis, and they were advised of this as there are no eligible changes to the pet rent being charged.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 07/06/2023

  I have reviewed the business response and accept this current resolution. Please note that the missed appointments were not on my part - they were on the part of the vendor. They continued to call my co-signer who lives in ***** and email him rather than me. Additionally they either showed up without calling or didnt show at all. 
  as originally stated - I have been a tenant for over 7 years and wish it didnt take filing a bbb complaint to get a sink I have asked to get fixed since 2017 taken care of. 
  The office staff at invitation are always so kind and work with me in many issues but on the other token things like this are very frustrating. I am willing to accept this resolution as what I needed taken care of for my family to have a safe environment to leave be is has been done. My hopes are that going forward we can get back to routine inspections and no need for me to withhold rent or file complaints to have a mutually beneficial relationship again 
  

• Initial Complaint

  Date:03/15/2023

  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.

  Invitation Homes has a rental property in our neighborhood, which is a quiet *** community. They do not require their tenants to comply with ************* laws, city ordinances or *** rules. The current tenant at this property has a large pick up truck with either a broken muffler or no muffler at all. The vehicle makes an extremely loud explosion sound every time it starts, which is so loud it frightens the neighbors inside our homes. This is violation of ******* law, and the ******************** noise ordinance. The *** has sent 2 noise violations to both the property owner and the tenant, which have been completely ignored. It seems that Invitation Homes will allow their tenants to be so loud that they are breaking state laws, and frightening the neighbors.This is a health and safety concern, as the loud explosion sound occurs usually once or twice per day, and the sound level is loud enough to cause hearing damage if the neighbors are outside when the vehicle starts.Invitation Homes has been contacted regarding this problem, and there has been no response.

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed ********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  The local management team has been in contact with ********, who is a neighbor of one of our homes and apart of the communitys HOA. We spoke with ******** about the concerns with noise and our residents truck. We shared that weve spoken with our resident about this, and our resident advised that they are trying to be cognizant of when they start the truck and how often, and that the noise it makes should trend down once their car is out of the shop. We also asked for ******** to provide a sound clip of the noise for our records.
  
  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:03/14/2023

  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 October 8, 2021, I put in a request for a damaged carpet. Someone from invitation homes came out and we never heard anything back from them. On February 20, 2023, I put in another request for a damaged carpet and they sent out a tech from Invitation Homes who stated that the carpet was damaged and that it needed to be replaced. They sent out a Vendor who took the measurements of the house and they informed me that they would be sending the quote over to invitations homes to see if it would be approved. Well on March 13, 2023, I contacted Invitation Homes because we did hear anything back from them and the rep informed me that they decided that they would not be moving forward. I asked her " Why" and she informed me that she didn't have the information and would be transferring me to the property team. After speaking to someone from the property management team the person asked me what was wrong with the carpet. I told her that we have living there for 9 years now. The carpet is filthy, ripping, and pulling up from the side of the walls. I explained to her that while living here we have had the carpet professionally cleaned and have also cleaned it ourselves but now nothing is working and it is just disgusting. My family is always coughing in the house and the house smells. She informed me that she would transfer me to the maintenance department which did nothing except take me back to putting in another request.We have been living at the residence for 9 years. The carpet is filthy, it stinks, it's ripping, in some places has holes, and in some places, the carpet is pulling away from the wall. On the kitchen floor, the tile is coming up. I have tried contacting them to get this issue resolved but no one seems to be interested in helping with this issue. This is absolutely ridiculous. We pay our rent and can't even have people over because the house stinks and we are embarrassed. It is not fair that we are being treated this way and the issue needs to be fixed

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed ********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  The local management team connected with ******* and scheduled a vendor to replace the damaged carpet and vinyl in the home. This work is currently scheduled for March 24th, and we will follow up with ******* upon completion to confirm they are satisfied with the work done.
  
  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:03/13/2023

  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.

  We have an extensive flooding in January with the roof, falling in, ceiling, falling in in my sons bedroom, the carpet was ruined, and the flooring throughout the house, and there's about to be another area that's going to fall down in my sons room due to the rain. My daughters room has areas where it may fall down soon. I've been working with Invitation Homes since December on this issue when the leaks first started in the light fixture in the hall. Ever since then. . I've been working with Invitation Homes since December on this issue when the leaks first started in the light fixture in the hall. Ever since then it's been delays with getting the work done. I am very unhappy, announce and disappointed. I've been here for five years. They're not moving quick enough to get the roof done. They want to do things out of order. They did the carpet and flooring first then they want to do the ceiling then they want to do a roof. Which makes no sense for me. It should be the roof down to the floor. The roof isn't said to be done until April 25 and that's way too long with all the rain we're getting and it's still leaking in my sons room through the ceiling from the roof. I thought I had renters rights that something can be done to move this along or I should be compensated and not pay rent until the repairs are done. Thanks ***********************************.

  Business Response

  Date: 03/27/2023

  Invitation Homes has received and reviewed ************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.     
  
  A vendor began replacement of Theresas roof on March 15th and is continuing to work through the replacement as weather permits. The work is currently expected to be completed by March 24th pending city inspection permit sign off. ******* is satisfied with the work being addressed, and once all work is complete, we will ensure all is to Theresas satisfaction.
  
  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.