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

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  Invitation Homes

  3600 Lime St STE 721 Riverside, CA 92501

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  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: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.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am renting a house from Invitation Homes. There is a small gas leak on the piping to the fireplace, directly adjacent to the living room couch. I tried to get the company to fix the issue prior to moving in, they set up an appointment for me to meet a technician on site. I took off work and met him; he showed up without the proper equipment and said "yeah, sorry. I'll set up a new appointment for you." The second technician showed up 2 weeks later, once I already moved in, and said there was nothing he could do. Once again causing me to miss work. So I set up a third and final appointment for one week later. Today is the day of the appointment and no one ever came. When I called to ask if they were running late they said no one is coming and just make another appointment. There is a leak on a live gas line and now my pregnant girl friend is having headaches and needs to go stay with a friend because she can't handle the smell. At this point I don't even think it is safe to stay in this house and Invitation Homes offers no solutions.

  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 apologizes for the inconvenience this caused ***** and have resolved the concern with the gas leak.
  
  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:03/03/2023

  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.

  Mid November 2022 I had filed a HVAC service after my A/C went out. I stated that my son was just born two weeks prior and don't want it to get too hot for him and if they can send someone faster than the 24 hours wait period they offer. I was told that the company deals with 3 HAVC Third Party companies and they will get back to me with an answer if they can or cannot. I was NEVER notified if someone can come back sooner no follow up nothing. Temperature reached 91 degrees in my home. I had to go to my car and put the a/c on for him and for us to stay cool. I called the next day to notify them that I wasn't called back, and I really didn't appreciate being left out of the loop without being told anything so we can take proper adjustments. I was advised to leave my name email, phone number and someone would call me back. I never received a call back from them. The next day I had a HVAC guy come and fix my a/c upon leaving he asked to check out the filter. Their own HVAC Worker stated that my a/c filter was dirty and needed to be replaced. I notified him and told him it was just replaced a month and a half ago. He stated that all filters for a/c systems need to be replaced every month to keep a clean a/c system working especially because we had a newborn in the house. I notified Invitation homes and told them they said they send new filters every three months I told them that their own HVAC worker stated otherwise. I was told that they will upgrade me to a premium filter. Which till this day still doesn't last me 3 months last maybe 2 months max before its black again. I called back Mid-January to follow up from my other numerous attempts to settle numerous charges that were on my account as well and was rudely hung up on all because I said the word (what the hell). I've contacted corporate and they told me they are leaving them a high priority message to get back to me. And still to this day 3/3/23 I've yet to receive a call back to resolve ANY issue I've had.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */
  Invitation Homes has received and reviewed Juan Jose Rodriguez's 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 Juan about our filter program with Second Nature. The filters are charged monthly and mailed every three months (when they need to be changed) per the lease agreement. We understand Juan's filters are not lasting three months which is causing HVAC issues, we have purchased additional filters for them to use.
  
  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:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation homes sent us a bill for item after we moved out that was above and beyond the move out inspection. They also went into the house without any notice to us before end of the contract. We have tried to resolve the issue, but could only write them a letter to dispute as the letter had no phone number to contract or email. A letter was sent back in October of 2022 and we have not heard anything until we received a letter from collections. We have the move out agreement that shows all 'damages' to the property which the person doing the move out says wouldn't total more than $50-$100.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/03/14) */
  Invitation Homes has received and reviewed *********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team contacted ***** to discuss their concerns. We were able to come to a mutual agreement to adjust *****'s outstanding move-out charges that results in ***** not owing or receiving additional funds. ***** will be updated once all is processed/finalized.
  
  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:02/25/2023

  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 moved into the residence in April of 2022. Move in was delayed for routine pests but it wasn't routine, the house had a german roach problem which was confirmed because the company left the service request in the kitchen. We moved in and the carpet and kitchen flooring was ruined from the previous tenant who had dogs that ripped up carpet and damaged the kitchen flooring and also urinating all over the home. It took months before the flooring was replaced but last minute didn't do the kitchen. The deck which was also damaged by the dogs was finally had a band aid put on it. There has been dry rot and leaks around the home which was supposed to been repaired for almost a year. The third party continues to reschedule which has happened about 20-30 times and I notice they list it as the resident reschedules which is untrue. Part of the dry rot is around the master closet window where when it rains it runs inside. Its another issue that keeps getting rescheduled. I just resigned my lease attempting to give IH a second chance but this was a last resort of filing this complaint but I can't seem to get anything done. This has been a horrible experience. There were no types of concessions made to uprooting our lives when the carpet was replaced and we had to do mostly all the moving. The countertop on the island is cracked and will eventually fall off. it was seen by the superintendent during move in and during the Pro Care visit. Really tired of this treatment
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */
  Invitation Homes has received and reviewed **** ****'s 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 **** and are working to resolve all needed repairs in the home. The dry rot has been repaired to ****'s satisfaction; however, the kitchen floor issues are still outstanding. The Maintenance Manager is currently working to secure a preferred vendor and will continue to communicate updates to ****.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:02/15/2023

  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.

  Tenant (******** *****) paid cost to repair exterior steps after Invitation Homes failed to do so in a timely manner. Exterior steps and front porch of house was not stable and sinking due to ground erosion and drainage issue in yard of rental property We were told it would be 2 months before IH Maintenance repair order could be addressed/fixed. We also had no heat in home for 9 days because furnace was never connected and were charges fee of $24.95/month for 11 months for ********* (which included the ***** Lock panel on front door which to date does not work properly. We reported problems in writing to ***** ********** and made several phone calls to the local office and to corporate. We have yet to receive a response addressing our concerns and our request for Rent Reduction in the amount of $1,721.40.

  Business Response

  Date: 03/01/2023

  Invitation Homes has received and reviewed ******** *****'s 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.
  
  
  
  Repairs were completed in ********'s home without the knowledge or permission, and because of this, we do not agree to provide a refund. However, we did agree to refund the ***** **** Fee, cancelled their eviction, waived their late and legal fees, and provided a rent abatement for the day they were without heat.
  
  
  
  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: 03/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Invitation Homes says in their response that they refunded ***** **** Fee, canceled eviction, waived legal and late fees yet they have not.
  See Attachment/File: Resident Ledger 3.3.23.pdf

  Business Response

  Date: 03/16/2023

  Invitation Homes has received and reviewed ******** *****'s complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  
  
  All items listed in our previous response (***** **** Fee, late fee, legal fee, rent abatement) were credited to ********'s ledger on March 6, 2023.
  
  
  
  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:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved into our home in June 2022. We noticed our floors were soft in October in our living room, but then caught COVID and pushed the work order to December. It took three visits to diagnose the issue, but ultimately found the foundation has been failing and a repair was made consisting of various lengths of 4x4 pieces of wood, all sitting on top of bricks stacked 1 brick wide, on top of concrete blocks. You can wiggle the posts, that's how unstable they are, and we are in fear every day, in an earthquake zone, that our home/floor is going to cave in. In addition, we noticed an area of the wood foundation that appeared to be retaining moisture and exhibiting signs of mold and/or rot.
  
  Invitation Homes has been notified 6 times to date:
  - 1/3/23 called Invitation Homes customer service line to check status of B9818583, expressed concerns of health and safety.
  - 1/4/23 emailed Stephanie Owens to check status of B9818583, expressed same concerns.
  - 1/4/23 used "issue has gotten worse" maintenance app feature to express concerns over mold.
  - 1/10/23 emailed Stephanie Owens for update on health and safety concerns. No response to date.
  - 1/17/23 called Invitation Homes customer service for status update, expressed concerns for health and safety.
  - 1/23/23 called Invitation Homes customer service for work order status and to report positive at-home toxic black mold test. Separate work order was created for mold issue. Not scheduled until 2/1/23, when technician advised he'd be recommending additional testing for mold concentration levels. No progress has been made since.
  
  CA Civil Code 1942(a) addresses issues of habitability of a dwelling and authorizes vacating of a dwelling that is uninhabitable. This home has been uninhabitable since before we moved in, these repairs have been made and the failing foundation has been addressed in the past. There have been zero permits pulled for this home since 2013 (even though there was permit required work). We are vacating.

  Business Response

  Date: 02/16/2023

  Invitation Homes has received and reviewed ********* *****'s 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 and ********* have discussed the complaint and were able to reach a mutual agreement that due to the extensive repairs needed to the foundation, ********* will be allowed to end their lease early and invitation Homes will return their deposit and pet deposit minus final utilities, pending that all personal belongings are removed from the home at the time of move-out.
  
  
  
  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: 03/15/2023

  Original complant: #********. Did not have enough time to reject the resolution before it closed.
  
  
  
  We moved into a home in June 2022, and by October 2022 we were noticing how soft the floors were. Upon further investigation, many service calls, and many months, we discovered the floor was filing due to foundation issues with the home caused by pillars from a previous repair that were failing.
  
  
  
  By December, we knew what the issue was, by January I had placed many calls, work orders, and emails to look into the foundation issues, as well as a potential mold issue. By February 2023 we were not any closer to the home being in a safe condition, so we provided notice.
  
  
  
  Unfortunately finding a rental that allows pets is a big challenging, but we were able to officially move out on March 1, 2023.
  
  
  
  In my original complaint, I requested our moving costs be covered, we not be charged for rent from the date it was determined the home was not habitable, and our full deposit be returned with zero deductions. Unfortunately we have not received any of those things/resolutions.
  
  
  
  - We were deducted from our security deposit for our final utilities, which is fine, but we were also deducted for a final move-out fee and a $9.95 utility billing fee for a one-day month.
  
  - We not only paid full rent for January and February, but I asked if we could not be charged for March 1, and IH was not able to meet that request.
  
  - Our moving costs were $3,991, including the time missed from work and the cost to hire movers. We were only given a $2,000 "inconvenience fee" which did not cover all of our moving costs.
  
  
  
  We believe IH should have known the home was uninhabitable before we moved in. We have documentation of glaring signs of structural issues in the home that a simple Google search would make anyone investigate for potential issues, let alone a company that claims to do an extensive inspection. These were patched and painted before move-in, indicating concealment. Considering legal action
  

• Initial Complaint

  Date:01/31/2023

  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.

  These guys are an absolute scam! I lived in my rental for two full years. When I went to move out we had a pre move out inspection. I showed all things that were present before I was there and yet I was still charged for them (lawn with no grass, damaged garage door). However, this isn't even the worst thing. This company charged me $1800 for a full painting of the house which was not needed and is also required for regular up keep on a rental. The walls in the house may have needed some touch up paint from nail holes or tv mounts but nothing out of the normal "wear and tear". Additionally, when I tried to contact this company regarding this issue I was told I would be contacted back which has never happened. I have called numerous times and everytime they tell me someone will call me back which they do not. From someone who worked in real estate this whole thing was an absolute scam and a way for this company to make an extra few bucks. 7 months now and they have still done nothing to provide proof of any of the issues they claim, nor have they provided why they repainted the whole house anx threw the charge on me. Absolute joke of a company.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/10) */
  Invitation Homes has received and reviewed ***** ******'s 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 made several attempts to contact ***** but was not able to reach them to discuss their complaint. In the complaint, ***** stated that they were charged for full paint, landscaping, and garage doors. In review of *****'s account, they were not charged for those items and after the move-out accounting was complete, ***** was issued a deposit refund for the remaining amount.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.
  
  
  Consumer Response /* (3000, 7, 2023/02/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have documentation proving that I was charged for the items listed, paint, landscaping, and garage door
  
  
  Business Response /* (4000, 9, 2023/02/22) */
  Invitation Homes has received and reviewed ***** ******'s 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 (Kareika) sent ***** attempted to contact ***** and sent a follow up email with documentation outlining that there were no charges for paint, landscaping, or the garage door billed to *****. ***** has not yet responded or provided any documentation to support their claim.
  
  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:01/29/2023

  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 called in work order in August 2020 for water stains on the kitchen ceiling that seemed to be coming from the master shower above. Good Stuff Plumbing was scheduled to come out, they cut (2) holes in our kitchen ceiling and identified it looked like a shower pan failure and sent in an estimate for repair which got denied and a second opinion was requested for *********** to come out and look. We were then told work was approved, only to have another plumber come out to silicone around the base of the shower enclosure. This did not work and at this point I had taken off 4 days of work only to have the issue still not resolved. Then a 3rd Plumber, ******* *************, came out to state the same exact issue as Good Stuff Plumbing. After multiple plumbers and failed attempts to repair it finally got approved but they came on a day that I could not be on site - even though I notified the company so the job got closed out. We then had to start the entire process over, in December 2020 we had to have ANOTHER plumber come back out to evaluate the issue, he stated AGAIN that the shower pan was the cause of the issue. Once again this got denied and another company had to be sent out AGAIN.... and then FINALLY Pebblestone got approved to replace the shower pan in MARCH 2021. Throughout this process I've had to take off at least 10 days of work, mostly for "second opinions" and repairs that did not resolve the issue. We also had drain water dripping onto the kitchen floor for 8 months and our 7 year old son actually slipped and fell because of the drain water dripping onto the floor and open ceiling in our kitchen. The plumber from Pebblestone is was also a Invitation Homes tenant and confirmed how they are cheap and unreasonable they are.When I request compensation, I was only given a $1,050.00 credit. Upon moving out they are trying to rob us with normal wear and tear charges which is incredibly ridiculous considering the state of the house.

  Business Response

  Date: 02/08/2023

  Invitation Homes has received and reviewed ***************************' complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team contacted ******** to discuss their concerns about move-out charges. ******** was charged for not providing a 60-day notice to vacate as required per their lease agreement and for damage to the home not-related to normal wear and tear.
  
  ********'s account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by FCO, all future communication regarding the account must go through the agency directly. FCO can be reached at **************.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.
  

  Customer Answer

  Date: 02/21/2023

  The charges they say are not normal "wear and tear" are inaccurate and anything outside of the charges of what the initial rent deposit covered are uncalled for. THIS COMPANY IS HORRIBLE

  Business Response

  Date: 02/22/2023

  ********'s account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by ***, all communication regarding the account must go through the agency directly. FCO can be reached at **************.

  Customer Answer

  Date: 03/11/2024

  First, I just would like to say our overall experience with this home and the company was, to say the least, awful. For over a year we had an open drain pipe in the kitchen ceiling from the upstairs bathroom that constantly leaked dirty water onto the floor. It took Invitation Homes at least 2 dozen times (which meant I had to take time out of work and not get paid) to finally get it fixed. It was inexcusable to allow tenants to have exposed drains for such a long time, and all the company did was give us credit for HALF A MONTH'S RENT? This is only one of the many issues I had called about that got fixed half-way or someone came out to look and brushed it off. On top of that, the house was not as advertised, it was listed as having a renovated kitchen, if your idea of renovated kitchen is circa 1990, then you're spot on. The electrical wiring in the house needs to be completely re-done and the exterior of the house needs to be re-painted (which I had called in a couple of times, only to be told it was normal - the paint was literally peeling off the wood causing raw wood to be exposed to the elements and rot). When it came to move out we got charged almost double our deposit so we owed Invitation Homes! We left that house in top notch condition but the invoice we received of all the charges were two pages long (if only they were this detailed on making repairs when we lived there) and included existing poor conditions from when we originally moved in. Ive emailed and called the local office right after we moved out only to be told they cant do anything. Now its gone to collections and its ruining our credit score.

  Business Response

  Date: 03/11/2024

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.    
  
  In review of the complaint, we can confirm that our resident services team have addressed the issues. We sincerely apologize if our resolution did not meet ********'s expectations. Kimberlys account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by FCO, all communication regarding the account must go through the agency directly. FCO can be reached at **************.   
  
  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:01/22/2023

  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.

  Been residing and paying over $3K monthly rent in good faith for six months. Pre-move in repairs and move in repairs not completed. One attempt to repair left ** without water for 11 days as they broke the water main. Had to stay in hotel, no reimbursement or concession. We have at least six outstanding repairs. A week ago the kitchen sink broke. Placed emergency call and it took four days for someone to come out. Now we are told repair will be completed sometime in the future. No timeline given. As a disabled combat veteran who has medical needs for washed and sanitized equipment and dishes we cannot putting my life at risk and causing us a huge financial loss as I have to have my equipment done at a medical center. The dishwasher was ideal but without a kitchen sink we also don't get a dishwasher because they are connected. Invitation Homes said they don't have a role or responsibility to repair. In six months we have never been whole. They cost me a ton of money over agreed rent. And I'm charged for sewer even though they taught me how to care for the septic system we actually have. Shameful! And I went to the county and they verified, no sewer iservices in the area. They are ripping me off ad owe me. I love the home and location.

  Business Response

  Date: 02/01/2023

  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 *** and apologized for not having their concerns addressed upon move-in. The management team is focused on resolving the items as quickly as possible. The kitchen sink and dishwasher are repaired, and a preferred vendor is scheduled to visit the home on February 3rd to repair the pool screens. We will continue to communicate updates 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: 02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am sure Invitation Homes *********** means well. They have some information that is not accurate. I am not sure who from local reached out to me to apologize but I can assure you NO ONE has. Regional Maintenance Director is now getting vendors to move forward and get things done from over seven months ago. She stated it is because I complained to the Better Business Bureau so I can assume nothing would have been done if I had not. I am closer to half way of being whole from my pre-move in over seven months ago. I have paid Invitation Homes in good faith for seven months thinking things would be done and done timely. They are still not but are getting better in some areas and still as bad or worse in others. Example: I have a Septic System I maintain per the agreement monthly. Each month Invitation Homes charges me for sewer I do not have. I think and I have no proof because local Invitation Homes rarely communicates to me, but I think I received a credit for six months of sewer. However; I was billed again for March so it is not resolved. I don't mind paying for what I have or use, but not for something not physically possible. Invitation Homes told me how to take care of the septic and no one, and I mean no one on the street has sewer and two of Invitation Homes maintenance associates verified it, yet you still charge me. Because of Invitation Homes and it's vendors I didn't have water for ********************* a hotel. I am owed something for this but no one has communicated anything to me. Hurricane *** caused a couple massive holes on the side of the house where rats and racoons keep climbing in so I have to trap them in the attic almost daily. Five months no one comes to repair this. The list still goes on. We are getting closer now that Invitation Homes Regional Maintenance is taking charge, but still have a ways to go. Contractors Invitation Homes hired damaged the side of the home and yard and no one seems to want to fix that either. I am at a loss of how I can pay for seven months in good faith and Invitation Homes not make my wife and I whole in that home. I want to not complain and we want to be the biggest Invitation Homes fans but no local communication and slow work to be done does not make for a fan. I rent because it is easier for me as I am limited in my ability to do repairs due to injuries I received in combat in **** years ago. I would rather rent and pay more. I put my trust in Invitation Homes. They have let me down. I hate being the problem and seen as a problem and I was told I am seen that way by Invitation Homes. It's too bad because I could easily have been a huge fan and helped fill your rental properties. I have around ******* employees who work for me. Around half of them rent in SW ******* and *****. I would have recommended Invitation Homes. I want to, I want to be a fan. I just don't like being treated so poorly and not being heard.
  Again, I think Invitation Homes *********** means well, they have just been given bad information from local ***** Invitation Homes because no one apologized and I have no idea why my bill was adjusted. I have zero communication except via BBB and the Regional Maintenance telling me they are taking care of things because I complained to BBB.
  
  Regards.,
  
  
  *********************

  Business Response

  Date: 02/15/2023

  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 has contacted the residents regarding the concerns in their home. We apologize for the amount of time it is taking to complete and have informed ******************* that a credit was applied to their account on January 3rd due to the water main that was damaged that caused them to be misplaced from their home. We explained to ******************* that the credit should've been communicated at the time it was applied and we apologize for the miscommunication. We will remain in contact with our residents until all work is complete.
  
  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: 02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear Invitation Homes,
  
  I greatly appreciate Invitation Homes responding. It seems the communication between local Invitation Homes and the person responding to this complaint is not accurate. My wife and I greatly appreciate being told why we were given a concession - for being misplaced during the watermain break. We could not get a response locally. The local Regional who spoke with my wife told her someone was supposed to call and inform us, she apologized that no one told us why we received a concession however, she did not inform us either. My wife is with me this time as I type this rebuttal. The person she spoke with stated she would take the lead on making sure repairs were moving forward and they are moving forward, so thank you very much. It only took seven and a half months, but they are not all complete and we are going on eight months of paying on time that in "Good Faith" Invitation Homes would be responsive and complete agreed repairs. It is your asset that is falling apart, not mine and Invitation Homes negligence makes life in the home challenging, but just as much as we don't like it, their asset is getting worse and it never needed to. This Regional Maintenance person who is starting to get things done, stated we would have a follow-up email outlining the conversation that was had. That was two weeks ago and we have heard nothing since. We have however, had several repairs completed that were supposed to be done before move-in (July 2022) for move in August 1, 2022. We are still waiting on repairs to be done that keep getting removed from the App, such as the dishwasher still not draining. It seems its not the drain but something in the dishwasher and the cobble stones around the pool and driveway have sunken at least three to nearly 12 inches. As a disabled combat veteran I am already a fall risk. I may be a healthcare professional, but I still require a safe travel path at my own home. Those work orders disappeared which is odd because you sent a third party technician out to repair. The tech only had one truck load of sand and needed more. But, no one ever came back. If you take care of these last two items from the move-in inspection then we are close to being whole aside from the damages our home/your asset received during Hurricane ***. There are holes where the rats and racoons enter the attic, there are water stains on the ceiling from where the rain came in from the roof, there is stained sheetrock where we work hard to keep the mold from getting worse, there are additional cracks in the ceiling in many places where the rain and wind driven rain came in. There are seals broken out of windows that need chalking or re-sealing. All of these and more from Hurricane *** were reported and no one came out to look at let alone fix. I have done the best I could myself. The irrigation is still broken in several areas from the same contractor who broke the watermain and damaged the drainpipes and side of the house. Invitation Homes still has not address and fixed that. It only bothers me because it looks bad, but your asset is damaged and if you don't repair it soon it will keep costing you more and more money while it slowly gets worse with normal wind and rain.
  
  I also do not understand and will not be OK with any resolution until you stop charging me each month for sewer. I have no issue paying Invitation Homes third party water bill even at the elevated rate, but paying for sewer that does not exist is criminal. I have a septic system. Not only have I submitted photos, both Invitation Homes Maintenance Techs verified this, and today an engineer that was finally sent out laughed and said obviously we have a septic tank with pump station because it's huge footprint in the front of the house next to where the driveway has sunk. Charlotte County ******* does not have sewer lines on Shelburne Circle. All homes including your asset and all new homes being built all have their own septic systems. Charging me nearly $100 a month for eight months is unacceptable. I insist on a refund or credit for all eight months and to cease being billed each month. I should be billed for water only.
  
  My wife and I are very thankful to the person responding for communicating so we know what and why things are being done. I am sorry your local Invitation Homes is not communicating properly to you. I will not go as far as saying they are being dishonest but you need to trust who works for you. I trust my doctors, nurses, aides, maintenance teams, and Administrative staff because they are honest even when they make a mistake. I am sorry your local team does not do the same and does not have the follow-up they say they will have. We really like the home. We want to say great things about Invitation Homes and be a testimony of why Invitation Homes is a great solution for professionals like my wife and I who no longer have time to own and maintain their own home. It's not too late to turn this around to a success story. We are going on eight months next week and I plan on staying the full two years and would be interested in longer if possible. We truly want to be fans and no reason we can't write great reviews and tell people even with a rough start of eight months we got it worked out and had years of great experiences. Even if we can't stay and work things out, you need to protect your asset. Your local team has not. Recently they have made it better, but you have a few major issues left, mostly from Hurricane ***. I had sent photos and your tech was out and still no one has fixed anything. Just so you know, we have mitigated the mold, which is toxic best we could. You are fortunate I have my own maintenance team who has helped, but you still have mold and if we move and someone else moves in, you will be liable for not taking care of it.
  
  Again, please feel free to call me or for the quickest and best response have local Invitation Homes call ************ which is my wife ********. She has more freedom to take calls and be home when techs come.
  
  Thank you very much for moving the needle quite a bit since my last response. Again, we are very grateful you are making a positive difference in our lives. We certainly hope the rest can be resolved quickly and again, stop charging ** for something we do not control that we do not have - a sewer system tied into the county.
  
  Regards,
  
  *** and *******************************

  Business Response

  Date: 03/27/2023

  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 spoke with ******************************* per **** request that it would be best to speak with ******** regarding the concerns with recent work orders and communication. We informed ******** that a credit in the amount of $828.67 was placed on their account on January 3rd due to the water main that was damaged causing them to be misplaced from the home. We are currently working to resolve the remaining repairs in the home which are scheduled for March 27th. We also have a follow-up call scheduled with ******** and *** to ensure communication is to their expectation and to answer any questions or concerns they may have at the time.
  
  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: 03/28/2023

  I am rejecting this response because:   We appreciate the improved communication and the explanation of the rent concession in January.  I want you to know we greatly appreciate Invitation Homes finally taking action and improving our home.  But it is far from being OK.  Look at the before and after photos of your asset from when we moved in nine months ago.  You should be embarrassed and offended that your asset has not been maintained by you!  Yes, a hurricane came through, but that does not give you the now nine months of not completing repairs from before the move in such as the dishwasher.  We already fixed so much inside ourselves spending a small fortune to do so because we plan to be here long term.  We agreed to two years when we signed.  We were open to longer.  You still have not justified why you continue to have us being charged each month for sewer service that does not exist.  I am tired of being charged nearly $100 per month when I have to pay to maintain the septic myself.  There is no sewer you continue to charge us for.  The outside of the home was damaged by Hurricane *** and so was the inside.  What did you do inside to fix the water damage?  Nothing.  Because we cannot live in a home with mold - yes it is mold and I can show you documentation of mold, that I had remediated.  I paid for it.  You have not even gone back in to fix the water stains from the rain that came into the home.  As you know, you replaced the roof because water came into the home.  Thank you so much for the new roof. But, you did not fix the inside.  I had to. You never came.  You never did a darn thing but finally fix blinds that were supposed to be done before we moved in and fix the front door that was blown apart during the hurricane.  And that took you months to do.  I paid my maintenance team to make a temporary fix so I could lock the home for safety reasons.   

  The first four photos are of the home taken March 28, 2023.  This is after you have sent maintenance and repair people.  Do we look whole?  Does the asset look like what it did when we moved in?  Those photos of when we moved in did not match the photos on-line of the home you were leasing.  Not close, but we have been willing to improve the landscaping out of our own pocket.  And we did.  Then your subcontractor destroyed trees that did not need to be removed, damaged the sides of the home, destroyed the irrigation system, and of course, the water main.  Your asset is dropping in value because of poor decisions Invitation Homes is making.  It is the embarrassment on the street.  Neighbors comment that my ******* Navigator is now worth more than the home.  Obviously not, but they are frustrated it looks so bad and you are slow or not doing anything to fix it.  You can see why and were rats are coming into the house.  It makes me made that you still have not closed up the soffit, and light soffits.  And the subcontractor stated you said not to.  Why do we deserve less?  Why do I have to continue to go into the attic to remove rats twice a week?  It should never happen.  With my limited mobility from injuries suffered while I served this country I will tell you my wife and I deserve better from Invitation Homes.  We pay every month on time.  I just ask to be made whole and to have you stop charging me for sewer when your own team has verified we have septic. 

  Keep communicating with my wife *****************  I will be available when I can.  As a Healthcare Administrator it is not always easy for me to stop work putting patients, families, and my staff on hold to take care of the home we lease.  ******** works part time for you just taking pictures and fixing things you responsible for.  Are you going to pay her?  She actually works for me here but has to take time off and has had to for all your maintenance staff and subcontractors which half the time do not show as they reschedule at the last minute.  I expect better from Invitation Homes.  I leased from you because you are suppose to be the best and most reliable.  You have not held up your end and I expect this to be resolved and ended soon.  It's been nine months.   

   

  *********************

  Business Response

  Date: 05/15/2023

  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 have attempted to resolve all matters that *** has had concerns about and have worked with ******************************* to resolve the repairs in a timely manner.  ******** has expressed satisfaction; however, we continue to receive the complaints from ***. We are currently scheduled to have a call with Mr. ***** ******************* to discuss all open issues and/or concerns in the home on Wednesday, May 17, 2023.  Our goal is discussing any items left to repair and as well schedule a walk through with both Mr. ***** ******************* with our Leadership Team to include the Maintenance Director and Director of Operations for the ***** Market.   
  
  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.