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

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  Invitation Homes

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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  Invitation Homes

  3730 Kirby Dr Ste 104 Houston, TX 77098

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:10/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue has been occurring since initially renting the property. The home is advertised as being air conditioned and per the lease agreement it is stated the home is equipped with HVAC. This is not entirely true as one of the "living" spaces does not have any HVAC. There are no air vents or ducts in one of the biggest rooms of the home. This lack of HVAC while the remainder of the home has it creates a situation in which that room reaches temperatures of 99 degrees during the summer causing the heat the flow into the rest of the house resulting in the AC having to run 24/7 to attempt to keep the home under 82 degrees. I attempted to have this situation fixed by submitting maint. Requests on the following dates. 09/08/2021-10/06/2021-04/18/2022-08/16/2022-11/07/2022 all of which were closed out and I was told it will remain "as is". I called on 09/06/2022 and was told to send an email about the situation. On 9/13-9/25-9/26-10/22 I attempted to call and email requesting an update and was avoided and never responded to. As per section 13.1 of the lease -" 13.1. LANDLORD'S MAINTENANCE OBLIGATIONS. Maintenance and repairs of items that significantly impact habitability of the Residence as determined by Landlord in its sole and absolute discretion, or by Applicable Law, shall be deemed "Major Repairs." Landlord shall be responsible for Major Repairs, including repairs to heating or air conditioning systems, roofing, and mechanical,". This situation with the failure to advertise and then not correct the situation of this poorly maintained home prior to renting caused the house to inhabitable. It resulted in stress and health issues with my pregnant wife and I am seeking compensation as my electricity bills skyrocketed as a result of this. Additionally I spent money out of pocket to try and insulate the open space in the wall to try and keep the heat out of the house.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/10) */
  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.
  
  **** moved into their home in August of 2021. During the walk through and via signature on the lease agreement, they accepted and rented this home in its current condition. Shortly after move-in, **** submitted a complaint about the HVAC unit and Invitation Homes responded in a timely fashion. **** submitted further complaints and hired their own contractor who discovered that the ductwork needed to be updated. Invitation Homes not only replaced the ductwork but also issued credits for rent and for not being able to live in the home while work was being done. The total credit amount exceeded $3000.
  
  In 2022, additional work orders were requested, and Invitation Homes made several repairs to the HVAC unit, including but not limited to refilling refrigerant, repairing airflow, cleaning the condenser, replacing the thermostat, and replacing the furnace fuse. In September, **** asked Invitation Homes to install a new air vent to one of their rooms. This request was denied as the home was rented as is, and the HVAC unit was working as intended to cool areas of the home that had vents.
  
  Per our lease agreement, Invitation Homes is responsible for major repairs, and we repaired the air conditioning system as requested throughout ****'s tenancy. However, we are not under an obligation to provide additional ducts and ductwork and possibly upgrading the HVAC unit at resident's request. Nor is Invitation Homes responsible for resident's electrical bills due to them choosing to run the air conditioning to cool one room of the home. Despite this and as a gesture of good customer service, Invitation Homes agreed to apply a credit to their ledger that amounts to 50% of the overage in electricity bills.
  
  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 /* (2000, 7, 2022/11/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please let me know via email amount and when refund is processed for distribution. Thank you for your resolution on this matter.

• Initial Complaint

  Date:10/26/2022

  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.

  My family has been renting from the company, INVITATION HOMES since 08/07/2014. These past 6+ years have been a nightmare and going downhill fast, along with my family's mental & physical health and finances. We have issues with them not fixing repairs correctly or in a timely manner and they send unqualified people most of the time to do the "bandaid" repairs.That's if they're even addressed. Work orders constantly say they had a technician on site when nobody was here, work was completed when it's not, additional visit is needed & it never happens or the work order will mysteriously disappear. Due to their negligence, we are suffering and our lives have been affected completely. I've begged them to do repairs properly and to check for mold & water quality, they don't & lie that it's fine. Our health issues are serious and we go to cardiologists, GI, neurology, pulmonology & dermatologists. We have broken pipes, foundation problems, AC breaks every few months (causing carpets to flood, waiting days before anyone shows or calls back.) They expect us to stay here with no AC in 100+ degrees & wet carpet and only once gave us a little money towards 6 of us having to go to a hotel & that was a struggle. We've had to leave multiple times. Pipes are broken under the house & in the walls, causing the bathroom to flood (our master room especially where my husband works) with sewage water, waiting days to hear from anyone. Carpets still not replaced. He lost 50 lbs over a few months. I had FEMA out to inspect the house 2 weeks ago and it's in bad shape but their in house maintenance man said yesterday that the house is fine/safe but he did nothing to check. Same man who said mold won't hurt us in the walls. He made fun of the FEMA adjuster and vendors they send here. At 41, I have to have a device implanted for my heart and we have serious problems but they don't care and don't respond to me. 1 of our 5 kids got better because he joined the Army 2.5 years ago. We're trapped
  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/01) */
  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 has attempted to reach Mrs. ********* on several occasions regarding the maintenance issues in their home. Members of the local management team have visited the home and confirmed there is no evidence of AMG (Assumed Mold Growth). We have attempted to resolve all work orders placed by the ********* household although many were cancelled or rescheduled by the residents. Currently, there are two pending work orders left to be completed and as a gesture of good customer service, we've offered several opportunities for them to terminate their lease agreement.
  
  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, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was happy that the director asked to come to the house. I thought we would finally get some help, but that wasn't the plan with them. They sent the maintenance man who told us it was fine for water, humidity & mold to be in the walls, that it won't make us sick. He didn't check but two spots on the walls and I couldn't even tell if his device was on. The one time I saw it was was when I asked him to check the cabinets because we were told they were wet and would fail a mold test. They pretty much made fun of me and then the cabinets showed water. They also smell horrible. Nobody would go up in the attic to check, no bedrooms or bathrooms, ext. They came out to do their usual and report to the company that everything is fine when it's not. Corporate hasn't called me back after five messages. They know I had to cancel my heart procedure because it's not safe to come back here and that my husband is working 7 days a week for 10+ hours a day until December 7th, but they want me to tell them by today 11/4 if we are leaving and will be out by November 30th. There is nothing in our area or surrounding areas that are in our price range or big enough for our family of seven. They said no to letting us have until December to get everything out. I was told by the FEMA inspector that the house isn't safe and to get an attorney and go to the courthouse to withhold rent. The Red Cross as well and the doctors. We were also told that if we take our furniture and belongings that have been in this house that it will transfer to a new house. They haven't done anything to help us. The Director, Victoria did say that I can get my own mold inspection and pay for it. The maintenance man made fun of the vendors that their company sends to our house constantly and the FEMA inspector. He did no testing or swabbing either. There is definitely mold in the house and they wouldn't look or check the walls that have water pockets. My kids have been referred to a pulmonologist and an allergy specialist to get testing done as well as myself and my husband. My 11 year old son is still extremely sick and has to be taken out of school yet again. My husband's hole in his stomach that was just found a few weeks ago is also a listed cause from mold toxicity along with everything else we've all been diagnosed with. Gastroparesis, Gastritis, dysphasia, chronic fatigue, chronic fevers, chronic infections, cough, weight loss, migraines, ADHD, H Pylori, my heart problems and more. I have two toddlers in the house who are sick too and have to go to new specialists. I'm terrified for my family. We aren't safe and Invitation Homes is covering it up as they have for years. We are trapped here due to being so sick and our finances taking a direct hit. Our moms came over to help us and got extremely sick recently and can't come over. Our oldest son who's stationed 4000 miles away as a combat medic in the Army isn't going to come home for Christmas because he and his wife got so sick when they came home to visit in January. If we had to move out of the town, our other son would move in with my mother in law because of his job and starting college at Daytona State next year. This isn't fair. I won't have my kids with me because of this company not keeping our house in safe conditions. The pipes and plumbing are still bad and overflow so we haven't had a second bathroom in years, the roof hasn't even been tarped and I sent and gave them the information to get it done for free from Operation Blue Roof as the Army of Engineers are doing. I can't because I'm not the homeowner. The water spots and leaks are back because of rain. Everything they say is a lie. I've had appointments cancelled on us that they did the day of, if you are sick and the repair person comes you get a $75 charge, or they scheduled appointments and didn't tell me or ask and we had doctors appointments or weren't home. I put the orders in so I obviously want things fixed. They came out 5 times to specifically break up the floors and fix the pipes and plumbing and never did it. The maintenance portal has been changed so many times and now even have pictures that aren't even our house. I have thousands of emails and pictures and videos. I'm waiting on the FEMA inspectors official report now. I've also told a few news stations and the Daytona News Journal that they can do a story on our situation and talking to an attorney. I'm terrified that I'm going to die before my family is safe and they company will continue to lie. There are thousands of other families that are tenants who are dealing with the same things and numerous Facebook groups created just for tenants of Invitation Homes. It's absolutely heartbreaking. This is wrong and I'm wondering why they refuse to actually send a company to test for mold and water contamination. I believe because they know. Steve, the maintenance man said he didn't see mold but I showed him areas. Again, nothing was done and they didn't even look at the rooms or bathrooms, attic, ext. I don't understand how the opinion of a man who can't even put a faceplate in the bathroom on correctly (kept old pieces on and only put a faceplate with the rusted attachments and a light bulb is hanging) and didn't actually check anything is qualified to say something that's completely different from a FEMA inspector who was flown here from NY and a government employee. Any vendor who has been honest with us about how bad the house is, is never sent back. I do not accept the response from Invitation Homes.
  
  
  Business Response /* (4000, 11, 2022/11/11) */
  Invitation Homes has received and reviewed **** Wryosdick's complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  Members of the local management team visited ****'s home and confirmed there is no evidence of Assumed Mold Growth (AMG). We've attempted to resolve all work orders though several were cancelled and rescheduled the day of service. Currently, there are two pending work orders and as a gesture of good customer service, we've made multiple offers for the residents to terminate their lease, but they declined the latest offer. Regarding the Hurricane Ian damage, there are still challenges with resolving all issues due to the volume of damage in the community, but ****'s roof was tarped prior to the latest storm making impact.
  
  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 /* (4200, 13, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I haven't cancelled anything except after the FEMA inspector said not to be here when they start tearing stuff out of opening the stuff that has mold. I had an owner of a company here yesterday to prove there's still water in all of the walls and floors and a man out here today to replace some of the cabinets and there is black mold everywhere. He said he isn't qualified to deal with large amounts of mold so this is another bandaid repair that will probably end up in bad shape. I didn't refuse to move out either. I was given a couple days to let the portfolio director know by November 4th if we we're moving out by November 30th. If we didn't sign that day, the offer was off the table. I haven't been able to find anything and we were told that if we take our belongings, the mold will transfer to the new house. I would love to move, but because of our health, our financial situation has been bad and we don't have the money to move and buy all new belongings. The tarped roof was in a few spots and not even the ones that were leaking. Only the vents were covered. I gave them the information to get the roof tarped for free after the hurricane as well. The roofing material was delivered last week and it's opened and been rained on and the permits won't be in until at least November 30th. I'm going to include more pictures from yesterday and today.
  
  
  Business Response /* (4000, 17, 2022/11/18) */
  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.
  
  Our Portfolio Director contacted Mrs. ********* on several occasions regarding the maintenance issues in her home, and members of our local management team have walked the home. We have attempted to resolve every work order placed by the residents although many were cancelled and rescheduled the day of service by the resident. There are only two pending work orders left to be completed. As a customer service courtesy, the residents have been offered several opportunities to terminate the lease throughout their term, but none have been accepted. The latest offer was extended yesterday, and Mrs. ********* stated she would follow up with regarding a move out date. We also requested to begin additional work in the home and complete it this week but were informed by the residents they wouldn't be able to schedule until next week.
  
  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 /* (4200, 19, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, I have been putting in work orders that have been getting cancelled by you guys, not me. I was gone last Thursday and Friday for doctors appointments out of town and I'm not sure who does these responses, but they obviously have no idea what they are talking about. The roof was started yesterday after the materials had been rained on for two days and nights. They worked on it today and I'm not sure if they are done because the dumpster is still here but then again, it has a completely flat tire because they have nails all over and I picked a ton up off of the driveway. They worked in the pouring rain (which isn't ever advertised either) so maybe they left and are coming back some other time. A company was coming yesterday but Invitation Homes said they were pended. They were actually supposed to come so they scheduled with me for today. We have our kitchen cabinets in one living room, the back of the house tarped off because they had to cut two feet of wall out and there's mold everywhere and we have no stove or access to the upper cabinets or the sink either. How are we supposed to live like this when there's six of us? It's two days away from Thanksgiving. Not all or the damaged walls were addressed nor were any of the ceilings or the moldy and water damaged attic and insulation. Victoria, the portfolio director didn't ever talk to me yesterday, she did today when I sent four emails and included the case worker assigned to me from Senator Rick Scott's office. I have never declined moving, I said I was desperately trying to find another house and we can't afford $3000 a month. We also have to leave our belongings due to being in this environment. If we take our furniture and belongings to a new house, it will cross contaminate. Our family is looking for houses for us too and we are desperately doing everything we can. There are way more than two work orders that need to be done as well. As usual, I have carefully documented everything and can back up everything I have said. I talked to Claire **** at the news station Wesh 2 News and sent pictures and videos along with channel 6 news. Claire was in shock and couldn't believe it. She forwarded the information to the Investigative reporter and she's trying to help us find a way out of here with her contacts. I saw three doctors over three days and they are extremely concerned about me and my family. I need my heart procedure but can't while dealing with this. We have more mold on the walls, cabinets, baseboards, ceilings and our furniture. There's nothing safe here for my family and I'm so depressed because I want nothing more than to protect my family. My husband is a Medicare Insurance Agent working Annual Enrollment and this has affected him so much. He's had to miss valuable time because the workers have had to turn stuff off and it's really loud. This is such a nightmare. I was also told that work wasn't approved that I was told would be done. I'm so overwhelmed and out of energy right now. Also, we aren't out of town and I don't ever hear from anyone in the management department or local office except when I keep emailing them. I've asked for phone calls but they don't call. I've asked twice just today. I'm still waiting on a call from Victoria from over a week ago when she said she was going to talk to someone named Andrew in the maintenance department after the mold was found that the maintenance man, the portfolio manager and director and another lady, Jess from maintenance were adamant about there not being here along with water in the walls and floors and attic. The rooms and bathrooms are in horrible shape and I've uploaded pictures and videos and they aren't being addressed. Like I said, I put the work orders in and your company has cancelled right after I've spent so long on the phone putting them in and asking what else will be done. I've asked Victoria many times and she doesn't respond to those questions. The calls are recorded, can you please give them to the BBB to listen to? We are now without a kitchen for at least a few weeks and I'm wondering how much money it will cost us on our electric bill with all of these dryers and HVAC air scrubbers running 24/7 due to mold being released airborne. They haven't offered us any help at all. I'm not able to cook for my family now either or wash anything in the kitchen sink as the drain hoses are in it draining everything. Am I expected to feed my family of 6 here take out every day and pay our full rent? This is insane and I don't know what to do. I'm definitely moving as soon as possible when we can find a place. As scared as I would be to move into another Invitation Homes property, I would just to get out. Then we run into the cross contamination issue again. All we want to do is get better. My kids aren't able to go to school, my husband has missed out on thousands and thousands of dollars, he's down over $20,000 from last year already. It's literally insane and none of it is due to us or our negligence, it's all Invitation Homes fault. You guys are very dishonest and I can prove that 1000% as well. I'm extremely good at documenting and covering my **** so I can back myself up with proof. You guys even added pictures to work orders that aren't my house. The walk through was a joke as well. It was a ploy to cover up everything and lie as it seems to be a standard IH process as I've connected with thousands of other tenants from the numerous groups that have been made because they are dealing with the same stuff as us. I also joined a new group called Tenants REACT that was made because of your company being so shady. Why does your website, phone recordings and everything posted by this company say how your tenants health and safety is your number one priority that you pride yourself on and that your technicians and vendors are highly qualified? That's definitely not accurate in any means. You didn't address any of the stuff I have asked, including the living room wall that's bulging with water, the flooded carpets that have been flooded with sewage water, water and have mold, the ceilings are cracked and falling, the mold and spots everywhere, ext? I'm not going to stop fighting, I can't because this is not right or fair. Victoria told me in a response today to one of my emails that the house is safe for us to be in when I asked about getting help to go to a hotel or something. No, a house is not considered habitable without a working stove, sink to wash dishes and bathrooms that don't work and got clogged after the roofers started working. Our master bathroom hasn't worked for years besides the backing up on its own and flooding. I have babies in the house. This is a horrible nightmare and you have now also ruined our Thanksgiving. What are you going to do to make this right? When are you going to address all of the problems and fix it properly? Our kitchen is like this and more of the house because of your walk through that wasn't correct about the mold that anyone could have seen or smelled? Your negligence made the black mold airborne and made us even sicker and my mother in law is still sick from being here for a few minutes to get my 11 year old who couldn't handle staying in the house.

• Initial Complaint

  Date:10/24/2022

  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.

  Even though after a domestic violence dispute. I turned in all paperwork to your rental office in Denver Colorado, to be removed from the lease that I shared with my ex and, did pay all my dues etc., now your fraudulent business office is trying to make me pay after I left the lease, all damages and unpaid rent that the abuser left after me leaving (month......after), who I have a Protective Order with thus, it makes it impossible for me to live there with my children.
  
  I do not understand what unprofessional disgusting business your Corporation is running. However, I know I am disgusted and disappointed that your company for money will target me, the victim of abuse to pay all his unpaid rent and damages that I know he made as I even have receipts that I paid to have the place cleaned on my 30 days.
  
  Not sure what respond or excuse you may come up with but at this juncture I will definitely not do any business with your corporation.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/03) */
  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.
  
  On October 26, 2022, received a dispute from ******* regarding a collected record they were listed on. The next day, the Portfolio Director contacted ******* to discuss, and the Portfolio Director requested copies of the documents that ******* received so we could investigate the matter further. Although ******* did not supply the requested documents, the Portfolio Director was able to confirm that ******* requested to speak with a team member regarding a domestic violence incident in July of 2021. At that time in 2021, ******* signed a Notice to Vacate with supporting documentation to be released from the home and lease obligations starting August 19, 2021.
  
  We are sorry that ******* was listed on the collections documentation and to resolve, the local management team submitted a request to our accounting department to remove ******* from the collections account and we will supply ******* with a letter of confirmation. ******* is satisfied with this resolution.
  
  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:10/22/2022

  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.

  About 1 month ago (9/26), my family and I moved from ** to ** to start a new job at a new company. When arriving at the final property, not only were there a multitude of problems / issues, but the business was extremely difficult to work with and kept pushing off maintenance work - which should have been addressed PRIOR to our move-in. In particular, the dryer exhaust vent is damaged, and it is impossible to hook up our dryer to wash our clothes. As a result, after 1 month of residing at the property, we no longer have clothes to wear - which is a basic life necessity. furthermore, I'll be forced to attend my first day of work with dirty clothes - which will leave a negative impact and affect my colleagues' initial impressions of me.Whenever we try to get this issue resolved, the company's maintenance application either automatically rejects our work, or the scheduled work is cancelled with no explanation. For the past week, I've called the maintenance employees every day to try and make progress on this issue. However, they continually claim that "the contractor who completes this work has not responded". According to section "**** Landlord's Maintenance Obligations" of our lease, "Maintenance and repairs of items that significantly impact habitability of the Residence...shall be deemed 'Major Repairs.' Landlord shall be responsible for Major Repairs...". Since this issue prevents our access to a basic life necessity (the need for clothes to function in society), this constitutes as a "major repair", and the landlord has failed to take responsibility for maintenance work - which is a direct breach of its contract.Furthermore, in section "6.1 Move-In" of the contract, the resident is *********** inspect the house. Due to our distance, we were forced to have a "move-in" meeting virtually, and this prevented us from noting problems. Forms for documenting this deceptively indicate that "No Issues" were found, but we were given no chance to inspect and note issues.

  Business Response

  Date: 10/31/2022

  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 connected with ****** on October 28th to discuss their concerns. Our Superintendent reached out to ****** to schedule a meeting at their home in which ****** stated that they just wanted to document some things in the home. We also discussed their issues with the dryer vent and scheduled a work order for October 30th. We also provided correct contact information to ****** should there be additional questions or concerns.
  
  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: 11/01/2022

  About a week ago, I submitted a complaint (Please see BBB reference ID #********* to perform maintenance duties, which should have been taken care of BEFORE we moved in. Of many issues encountered upon move-in (Lease started 9/26), the dryer exhaust vent is broken and prevents us from hooking up a dryer. Thus, we are unable to clean our clothes and have been stuck using dirty clothes for OVER A MONTH. This is denial of basic life necessities and considered an emergency - rendering this property unlivable
  
  After submitting our initial complaint, the company FINALLY decided to schedule a technician for taking care of this work. That appointment was scheduled for 10/30 at ****PM and intended to FINALLY resolve this nightmare. At 12:30PM on 10/30, there was no sign of a technician, and I decided to call their maintenance hotline. Apparently, the technician was sick and canceled the appointment WITHOUT even informing the customer of the cancellation. So, we've been forced to live without basic life necessities for over a month, and the company didn't even have the decency to inform us of a cancellation. This has been THE WORST customer experience of my entire life
  
  Given the fact that basic life necessities are guaranteed on the lease, this ABSOLUTELY NEEDS TO GET FIXED NOW!!! If it isn't fixed, such negligence can be considered a breach of this company's contractual agreement to provide a livable house in exchange for rent. Furthermore, if they can't even resolve this issue, we should either be compensated for the social damage (i.e. having to start a new job with dirty clothes and the poor impressions that come with that) they have caused our family, or we should not have to pay rent until this issue is addressed. Instead, the manager gave me a call and tried to lecture us on filing complaints. Do your job, and people won't have to find external fixes. This has been the most ridiculous abdication of responsibility I've ever witnessed from ANY company throughout my life
  

  Customer Answer

  Date: 11/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As the response states, a repair date was scheduled a SECOND time for 10/30, but this was done by the customer without any help by the manager. As indicated in the previous response, the scheduled technicians not only failed to show up for the work on 10/30, but they did not even have the courtesy to inform the customer - which prompted a THIRD rescheduling of this meeting (NOTE: this work, which should have been completed prior to move-in, is now more than 1 month and 6 days late) to Tuesday 11/01 at 4:30 - 8:30 PM. When the technicians arrived, they stated AGAIN that they can not complete the work and were not provided with any work instructions from Invitation Homes. Instead, they tried to install our ducting on the defective vent, but the damaged vent leaks a massive amount of hot air into the room and is a fire hazard - rendering the dryer unusable. Furthermore, due to the damaged vent, they have punctured a hole in my personal ducting. So, Invitation Homes hired a THIRD technician to come out to our home only to damage our property, complain about the work, not complete a month+ overdue task, and force us to spend additional money. This is not only unacceptable but absolutely UNIMAGINABLE; the lack of common sense and decency exhibited by this company is astounding.
  
  Given the fact that basic life necessities are guaranteed on the lease, this ABSOLUTELY NEEDS TO GET FIXED NOW!!! If it isn't fixed, such negligence can be considered a breach of this company's contractual agreement to provide a livable house in exchange for rent. Furthermore, if they can't even resolve this issue, we should either be compensated for the social damage (i.e. having to start a new job with dirty clothes and the poor impressions that come with that) they have caused our family, or we should not have to pay rent until this issue is addressed. Instead, the manager gave me a call and tried to lecture us on filing complaints. Do your job, and people won't have to find external fixes. This has been the most ridiculous abdication of responsibility I've ever witnessed from ANY company throughout my life.
  
  Failure to uphold the company's end of this contract will force us to next pursue legal action in small claims court. I don't want to waste time going through this process, and I'm sure the company does not wish to do so either. Let's be reasonable here; please don't force us to go down this path and waste both my time/money and yours. There's a clear win-win situation here; PLEASE get the job done that you signed up for.

  Business Response

  Date: 11/08/2022

  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.
  
  We apologize for any confusion with the work order regarding the dryer vent. Our maintenance team has reached out and left multiple messages with ****** updating them on the status of the work order, most recently on 11/4 letting them know we are waiting on the quote from our vendor so we can provide an approval and get this scheduled for as soon as possible.
  
  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: 11/18/2022

  ***Document Attached***
  On November 18th, the vendor was scheduled to complete this work between 10:30AM - 2:30PM. However, no one showed up for the appointment, and I had to personally inquire about the work's status. After contacting their maintenance department, I was informed that the scheduled maintenance had been canceled without contacting the customer yet again. So, I setup another time at 6:00 PM to complete the work. When the technicians arrived, they did not understand the scope of the work and failed to complete it once again. Instead of cutting through the dry wall and replacing the broken dryer hookup, they removed my metal foil connector and tried to install a new one - which was not the work that was agreed to. In fact, this is the same thing that the previous technician tried to do, and it does not fix the problem. So, once again, the dryer still leaks hot air into the room and is a fire hazard.
  
  After the technicians left, I was speaking to the hired 3rd party vendor's manager, and he shared some valuable information. According to the manager, Invitation Homes has been instructing them to NOT complete the necessary work and take shortcuts - which fail to resolve the problem to begin with. They explicitly instructed the manager to NOT cut through the dry wall and replace the broken dryer vent hookup - even though their own work order (B9517400) explicitly states otherwise (See attached image). So, while we are forced to live without a basic life necessity (clean clothes), this company is deceptively lying to our faces and doesn't have an ounce of care; it also explains the rude emails being directed our way when trying to resolve the issue. Not only is this a direct violation of their lease agreement to provide a safe living environment, but it's also an absolutely terrible way to treat a tenant and customer.
  
  Please reopen this ******************** case and request that the company finally address this issue. Furthermore, I want to explore the possibility of prematurely ending this lease agreement or suspending rent payment until the issue is fixed - per ******* law.
  See Attachment/File: Screenshot_20221118_190225.jpg

  Business Response

  Date: 11/28/2022

  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 work needed for the dryer vent was completed on November 18th. The local management team spoke with the vendor owner who completed the work, and they confirmed that the work was complete with no further work needed for proper functioning of the dryer vent, therefor no drywall work was necessary.
  
  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: 09/29/2023

  Upon moving into this home, we have been plagued with issues regarding the dryer vent hookup, and, instead of addressing the issue, the company has chosen to instead harass its resident and refuse to fix the issue. As documented in BBB case # ********, the dryer vent hookup was not only crushed / damaged, but the state of it made it borderline impossible to hook up a vent. As a result, we were unable to dry clothes for months. The company sent out multiple contractors to remove and replace the vent (per description of work order); however, instead, the workers were instructed to hook up the vent as best as possible - which leads to hot air leaking into the room and poses a fire hazard. As a compromise, I decided to try and use the dryer in its current state as best as possible - even though it posed a huge fire hazard and did not vent the hot air properly. Recently, after a few months of operation, I noticed that it took much longer to dry clothes (and lint was not being caught by the trap). Thus, I opened the dryer to clean out any obstruction and cleaned out the flex hose hookup. There was no obstruction anywhere - which indicates that the dryer vent was clogged / blocked prior to our renting of the home. Furthermore, I noted that the exhaust vent flap OUTSIDE did not open during operation; this further insinuates that there is an obstruction - which prevents sufficient pressure from opening the flap. For this reason, I requested that the dryer vent be cleaned and the exhaust vent flap outside be fixed. A technician did come and cleaned out the vent INSIDE, but he did not have a ladder to look at and fix the exterior exhaust vent flap. As a result, the exhaust flap still does not open, and heat is not expelled. When asking for this to be fixed, the Invitation Homes representative falsely claimed that we caused the problem and hung up on a paying customer. This company has no respect for its customers and can not plausibly claim that we caused this issue.

  Business Response

  Date: 10/02/2023

  Invitation Homes has received and reviewed ******************** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We have spoken to the vendor regarding the unfinished work and escalated this to be completed ASAP. The work is scheduled to be competed on 10/6/2023.
  
  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:10/19/2022

  Type:Sales and Advertising 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 Applied For A Home With This Company And The House Was Listed With A Garage. But, After My Application Was Already Sumbitted I Was Contacted 3 Days Later But The Leasing Agent Claudia A**** And Told That The Picture Where Old And Reposted (Which Is Also False Advertising) So I Was Approved For The Property And 2 Days Later Claudia A**** Tells Me The House Is Within An HOA. This Information Should've Been Included On The Application Or The Conversation We Had About The Home Not Have A Garage But This Information Wasn't Communicated Properly. Fast Forward To Today I Call And Asked For A Refund She Told Me Starting Now We Don't Provide Refunds In The Past We Did But We Don't Anymore And I Told Her This Is An Inconvenience And She Told Me Well Theirs Nothing She Can Do. I Asked Her How Can I Fight This And She Told Me To Contact My Lawyer And Followed With I Told You It's Out Of My Hands So Now I'm Out Off A Deposit

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/27) */
  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.
  
  ****** applied for the home in early October and a hold agreement was provided to state that Invitation Homes agrees to keep the home off the market and ****** would pay the deposit to hold the home. The hold agreement document was emailed to ****** and signed via DocuSign. The agreement, along with our website, states that the hold fee and application fees are both non-refundable payments. During text communication between ****** and the Leasing Experience Specialist (LES), ****** shared that they no longer are interested in the home because they did not want to complete the HOA process and pay the HOA application fees. The LES also advised at that time that the hold and application fees are non-refundable.
  
  Invitation Homes is entitled to retain the application fee and hold fee. Furthermore, we lost income by holding this home off the market which prevented more applicants. Invitation Homes prides itself on good customer service, legal and ethical compliance, and safe and quality homes. Therefore, we will refund the hold and application fees which will be mailed within 7-10 business days.
  
  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:10/13/2022

  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 own several houses in my neighborhood and I have experienced a relentless issue with a tree on their property for the last three years. This tree is a Huckberry tree which produces a large amount of sap and whooly aphids. This tree has killed my plant life and the sap has also damaged our furniture. We have had to replace our pergola roof due to the damaging tree limbs. I have filed complaints over the past three years without resolution. The most recent complaint for the hundredth time resulted in them telling us to pay to have the tree trimmed ourselves that they would not do it anytime soon. I resulted to BBB to file this complaint because my complaints have fallen on deaf ears. I have lived in my current home for over 23 years and value my property and the hard work and energy I have put into it inside and out. After reading all the complaints on this platform it explains their neglect as being quite serious. As I mentioned earlier in this post, I have logged every complaint I have made to them via phone, email and all the photos taken. I am not asking to cut the tree down, I am asking for them to do their due diligence in trimming the tree so it is no longer affecting my property. I will be left with no other option but to file in small claims court. Maintenance responsibilities should be adhered by them without having individuals such as myself resort to filing a public complaint.

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/10/25) */
  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 Director of Operations reviewed ********* complaint and worked with the Maintenance Supervisor, ********* ******** met with ****** during a prior visit to the home and advised that the tree is healthy, and we would not be trimming it as the overhang is natural and it is not in danger of falling. Per Texas law, we are not under obligation to trim the tree, and this has been communicated 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.
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, I would like to clarify that ******** NEVER met with me! He claimed that he came by at 9 AM where I sit in my backyard prior to going into work at 7:30 AM until approximately 10 AM. I am in very clear view of my back yard and have dogs who would've alerted me if someone was in the neighbors yard. I find this information to be 100% false. I have battled this issue with Invitation Homes for approximately 3 years and am appalled that they would avoid performing maintenance on properties they are responsible for. I will consider taking further action legally to resolve this nonsense. It should NEVER be my responsibility to to adhere to their maintenance irresponsibility. Let's face it, they don't have the best reputation with maintenance, based on BBB complaints and other social forums.
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  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.
  
  The local management team contacted ****** to further explain our position on the tree. ******** met with ******'s husband and took the attached photo. ****** is concerned about sap and leaves falling into their yard; however, the tree is healthy and is not a safety risk. ****** confirmed they understood our decision.
  
  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 /* (4200, 11, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here we go again! My husband NEVER met with ********* Why do you keep insinuating this?? What picture? Clearly not one that we provided because NOT ONE OF YOUR STAFF MEMBERS EVER MET WITH EITHER ME OR MY HUSBAND! I feel as if they must've been at the wrong house because clearly their responses are not valid! I did receive a call from ****** Lane in Florida reading me the "tree rights" for Texas, yet I never agreed to trimming the tree that I would discuss with my husband if that were an option we would consider. Their rebuttal is nonsense! Corporation typical!!!
  
  
  Business Response /* (4000, 13, 2022/11/03) */
  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 Director of Operations (******) reached out to ****** on October 28th to address their concerns with ******** not showing up to meet about the tree. We apologized for the miscommunication and agreed to address these concerns with ********* ****** approved to allow ****** to trim the tree if they would like to with a 24-hour notice so we can advise our resident to expect the tree to be trimmed and that the vendor may need to access their yard. ****** also provided his direct contact information should ****** have any additional concerns.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:10/09/2022

  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.

  On 9/30, the day the hurricane was subsiding, I put in 2 work orders for storm damage. One was for our back yard fence that was blown down, and the other was for our screened patio screens that blew out around the edges. I had scheduled out as far as the system would let me, to allow time to arrange to be off work for the visit. The visit was scheduled for 10/7. Unfortunately, due to the county's hurricane damage, and the fact that I work for the Emergency Management department in the county, I was not able to get off work on 10/7. On Tuesday, 10/4, I attempted to reschedule and I was told that it was scheduled with a vendor and I needed to call them directly. I did call them and I left a message. They texted me back to confirm they canceled the appointment. They stated they would let me know about rescheduling but they did not. My husband also put a message in the maintenance portal on 10/4 regarding rescheduling but it was not answered. We were not home on 10/7, we did not prepare for a visit that day. My husband received a text on 10/7 that stated the technician from Invitation Homes was 0 minutes away at 830am on 10/7. He assumed it was a mistake or automatic message since it said 0 minutes and this appointment was canceled. On Saturday, 10/8, I realized that I had not heard back about rescheduling and I logged in to the maintenance portal and saw many photos of our back yard and screened patio with a message that the work order could not be completed.
  
  It is unacceptable that staff from Invitation Homes came to our home when we were not there and entered the private areas of the property without giving us notice and without our consent to come when we were not present. This violates our lease in the "access" clause, as well as the law in Florida statute 83.53 for entering the property without proper notice, as we were told itnwas canceled and no one was coming.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/12) */
  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 contacted ********* to discuss their concerns. We apologized for the miscommunication with our vendors showing up after the cancelled appointment. We explained that exterior work does not require a resident to be home, which is why they still went to the home to analyze the exterior work needed. ********* confirmed they had no further concerns with this issue.
  
  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:10/01/2022

  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 a tenant for Invitation Homes.
  
  In my lease I have the right to certain maintenance requests as agreed to by both parties.
  
  Invitation Homes does not accommodate my maintenance requests with a reasonable amount of time. Requests that I have submitted in July 2022 have still not been addressed.
  
  This is an abuse of our money and rights as tenant.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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.
  
  ***** called in broken refrigerator shelving late July, and our dispatch team assigned a technician to visit the home in early August. The in-house tech went to the home and documented the model and serial number needed to order shelving. Unfortunately, this tech did not order the shelving and we apologize for the delay and inconvenience this caused *****. We have since ordered the shelving and have had it delivered to ***** who confirmed they are satisfied with our resolution.
  
  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:09/30/2022

  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.

  Hopefully someone will see this complaint and reach out to me because I have called corporate and sent several emails! I have so many bogus charges on my portal! I was charged twice for Water/sewer chargebacks! I'm being charged for Legal and late fees after they agreed and signed form to accept my rental assistance! Which was paid in full! I'm now being charged for month to month rent after I signed my new lease in August! I was never reimbursed for a late fee that I paid in May by error! My trash has not been picked up in 3 weeks now!! I have made several calls about this issue also! This is insane!

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 6, 2022/10/20) */
  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 called *********** to let them know their September late fee was already credited to their account. *********** shared that they mailed their October payment, and we are working to ensure the payment is posted to their account. Once payment is posted, we will work on the renewal offer and remove the month-to-month rent charges.
  
  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:09/29/2022

  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.

  Refusal to return security deposit with charges added for rent. I was given approval in writing to move early without penalty. They are attempting to charge me for the remaining lease as well as normal wear to the property over my 6 years of residency. I was charged for carpet that they have ripped out and replaced with flooring. I was charged for all painting when there was no damage other than 6 years living there. All holes were filled by a licensed carpenter. This has caused a serious financial hardship. They need to be stopped and people should be warned that they will never see their security deposit ever again.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/12) */
  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.
  
  ********'s deposit was withheld as they did not sign the Early Termination Agreement upon move-out. This has since been signed, and their payment should be received by October 14th.
  
  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, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This reply pt explains the refund of the rent but none of the other items have been addressed.
  
  
  Business Response /* (4000, 9, 2022/10/24) */
  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 local management team spoke with ******** on October 21st to explain the charges to their deposit and ******** acknowledged and accepted.
  
  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.