Complaints

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

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

• 

  Invitation Homes

  5509 N Cumberland Ave Ste 505 Norridge, IL 60656-4748

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  Invitation Homes

  8601 Dunwoody Pl STE 520 Sandy Springs, GA 30350

  
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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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:09/27/2022

  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.

  Minor maintenance didn't happen but once the entire year I lived there, this was for a leaking bathtub faucet. After 3 tries to get their maintenance people out to the house to fix paint and the electrical in the kitchen I gave up and decided to just live with it.
  
  The move in and out process is awful. When I was given access to see the home I was forced to sign a rental agreement and had no clue that I was supposed to be doing a move in inspection. There were tons of issues with the paint all over the house, the carpet had stains a broken shower door and several door knobs that didn't work and under the kitchen sink had an obvious leak at some point that had ruined the wood.
  
  I stayed in the house for a little over a year. I broke my lease early and there was no instruction given. I didn't know what to do because they don't tell you anything. I had to call repeatedly to do basic things like schedule my move out inspection. Which was supposed to be done by them.
  
  When the person came to do the move out inspection he told me the whole house looked great and I would get my deposit back for sure because of the good condition of the house. Then after 30 days they sent the final bill and they are charging me for things that were broken from before I got there. Charging me for paint, carpet cleaning and house cleaning, which was all done and completely cleaned.
  
  In total I am being charged about $783 in bogus charges on move out. I did everything they asked for including carpet cleaning and they still charged me for that. The inspector said to do the carpet cleaning my self since they were in such good shape. There is no real breakdown of what each charge is for either. I guess I'm supposed to take their word for it.
  
  One last major complaint is they lock you out of making your final payment through your bank the same way you pay rent. You are forced to mail them certified funds. Again had to call because its not specified on any of their documents requesting the funds.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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 the move-out charges they received. After further review and since the home was left in good condition, we agreed to remove the disputed charges as a courtesy and ****** will be mailed a refund check.
  
  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, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke with **** ***** a portfolio director and we worked out a resolution over the issues with some of the move out charges. He stated that the disputed charges would be removed and a new bill would be sent. However, it has been a week and I have not heard from Invitation Homes with a new total. Since I am not sure if they are wanting me to pay the fist total and be refunded the remainder or if they are just changing the bill total I reached out to Mr. Marsh again for clarification today and have not heard back.
  
  Once I have documentation of the change and clarification on the process agreed upon, I will accept the response from Invitation Homes but until then this response is unfortunately inadequate.
  
  
  Business Response /* (4000, 10, 2022/10/18) */
  Invitation Homes has received and reviewed the complaint to the Better Business Bureau. We value our customers and accordingly make it a priority to work directly with our residents to resolve these matters. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  
  
  When we spoke with ****** ******* we discussed the concerns around the move out statement charges. We reversed the charges in question as a courtesy and ****** requested an updated moveout statement. I have reached out to our accounting department to ensure an updated moveout statement will be sent to ******'s forwarding address reflecting the reversed charges. This update was also communicated to ****** in email.
  
  
  
  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:09/26/2022

  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.

  I have been waiting for them to return my call for about 3 weeks now,to address the fees and a maintenance issue that I had in May of 2022. I have been told several times that a manager would return my call and they won't.The water company they are making me use are over charging me and the charge a set up fee every month.They charge me for a filter evey month that comes every 3 months, and I had a issue with the sprinkler system in may and was told to call to see if the problem was resolved after a couple of weeks ,I messaged them and still nothing. When I spoke to one of their representative he told me I could be compensated for the bill but no one has called to discuss. Their customer service/communication skills are horrible.

  Business Response

  Date: 10/03/2022

  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.
  
  ********************* (Director of Operations) and *************************** (Portfolio Director) reviewed the compliant and worked towards a fair resolution. ******* contacted and spoke with the ***** to address their concerns. We reviewed the lease and went over the added fees in detail. We advised the ***** that a Reasonable Accommodation would be reviewed for the filters and advised what would be needed for the approval process. After review of the water bills it was determined there were overages and a credit for water and sewer was applied to the Misty's account. We apologized for the poor experience and explained that these charges were included on the lease but could have been explained in more detail prior to move-in. ******* provided her direct contact info incase the ***** has any issues in the future.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.
  

  Customer Answer

  Date: 08/23/2023

  I received an email in regards to a maintenance fee, I called the office in regards to it, and now I have been waiting 6 days for a phone call in regards to a fee that should not be my responsibility. I have sent numerous emails and left 2 voicemails, and nothing. Not sure what this company issue is, but the lack of customer service is unbelievable. I just want a phone call back from someone to discuss the issue.

  Business Response

  Date: 08/30/2023

  Invitation Homes has received and reviewed Ms. ***************;complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. 
  The portfolio director reached out to ********************** on 8/30. ********************** was upset that she had a $25.00 charge on her account that she was unaware of and the lack of follow-up that she hadnt received. ********************** stated that she did not know where the filter went in the home and if she did, she wouldve changed it. The fee was removed from the account and ********************** is aware of the filter location going forward. We will work with our teams to improve our follow-up and improve our response times to our residents. The resident is satisfied. 
  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:09/22/2022

  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.

  I have been a resident of Invitation Homes for over 3 years and in that time, have not had a properly functioning AC for more than a couple months at a time. We've submitted maintenance requests immediately with any issues, along with documentation, pictures showing the thermostat was showing temperatures in the high 70s-80s even when the thermostat was set at 69. There must be 30+ maintenance tickets over the 3 years we've been residents just related to the AC alone, and yet somehow they cannot get this fixed properly. We are terminating our lease early as a home without AC in south Florida is not livable, especially when our 5 month old baby is regularly sweating and risking overheating. It's unsafe for our whole family. When we told Invitation Homes the reason for our leaving, they waived one month of our early termination fee, but refused to waive the remainder even though the history of tickets and documentation reflects that the AC was not working for more than 2 months out of the 3 years we've been here, so for more than 2 months we've had to find housing elsewhere temporarily while Invitation Homes put a band-aid on the AC. I understand that there is an early termination fee applicable for a lease buy-out, but we should at least have regular rent credited back to us for this issue because even now, in our last week and a half in this home, the AC is yet again broken, and we've not been able to stay in our own home which we pay to live in because the temperatures are uninhabitable. We desperately need someone from Invitation Homes to help us resolve this issue as we are roasting here and your vendor has proven over and over they cannot fix anything. The least this company could do as a landlord is credit back the last month's rent for which we've not even been able to live here with the 80 degree temperatures indoors.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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.
  
  **** had an AC issue that resulted in them being dissatisfied with their home. The local management team offered to reduce the early termination fee outlined in their lease by 50% so they could vacate the home. After this offer was accepted, the AC failed again, and the Portfolio Director agreed to waive the full amount for early termination. **** is satisfied with their resolution, and we apologize for the AC issues.
  
  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, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept and appreciate Invitation Homes' response. Thank you for valuing the residents' experience in your homes, and for taking action on this issue

• Initial Complaint

  Date:09/08/2022

  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.

  I'm attempting to apply for a home, I supply ALL the documents as required, yet my application gets canceled. My money is forfeited even when I'm in consistent communication.
  
  The "agent" that is supposed to help me only answers ONCE per day.
  
  I've applied to Invitation Homes multiple times, and things always cut off at the application as if Invitation Homes is simply after the application fees.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  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 Orlando regional team apologizes to **** for their experience during the application process and appreciated ****'s patience as we worked to get them approved. The Leasing Manager contacted **** to discuss their complaint further and **** apologized stating they were upset due to the situation and wanted to remove their complaint. **** has since begun moving into their home and is currently satisfied.
  
  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:09/08/2022

  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.

  On August 21, 2022 I toured a home located at 3792 Greenbrier Way Pittsburg, CA . This home was advertised on Invitation Homes for rent. The alleged owner allowed entrance to the home remotely after I verified my identity. After touring the home and completing a rental application the owner requested a $1,000 deposit. When I expressed hesitancy in remotely sending such a large amount the owner had another couple come and tour the home while I was still in the house. He then threatened that he would lease the home to whichever family completed application and sent a deposit first. The requested deposit amount doubled to $2,000. After sending the funds Mr. Robert L****** indicated that he was processing the materials and dealing with a family death.
  
  After sending the deposit and repeatedly calling I became very concerned of a scam occurring. I alerted Invitation Homes corporate office of what had taken place and to my surprise they told me to file a fraud report on their website but did not offer any other guidance. I have not heard back from Invitation Homes nor have I been refunded the $2,000 security deposit. The home continues to be listed on Invitation Homes as available for rent with the same contact information I used to submit a rental application. Now nearly three weeks later this property is still on their Website.
  
  Despite the numerous complaints made by consumers for the same type of fraudulent conduct BBB has continued to allow this business to maintain an A' rating which is deceitful to the public. At this time I demand an immediate response from BBB, Invitation Homes and full refund of the security deposit sent.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  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 contacted ******* to discuss their complaint and ******* explained that it was their sister (*************) who was interested in the home and was scammed. Camille is going to try to apply directly through our website and we went through the process of how to do so and what is needed to meet our requirements.
  
  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:09/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently rented from this "organization". After completing my 3 years worth of leasing from them I received a claim that I owed almost 2200 bucks. I disputed most of it and have tons of documentation to prove my points. I was told while the dispute was in progress they would not send anything to collections. I heard nothing from them for 3 months and then a collection letter comes in the mail! This is nothing but brute thuggery. DO NOT RENT FROM THEM!!
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/14) */
  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 spoke with ***** regarding their concerns with their move-out statement. ***** provided their original notice to vacate, and we agreed to remove the charges. ***** confirmed they have no additional questions or concerns to be reviewed and that 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.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A member of the management staff reached out promptly and professionally to resolve the situation. While I'm waiting on the response to come via mail I feel confident they took care of this issue.

• Initial Complaint

  Date:09/07/2022

  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.

  Invitation homes has failed to repair my fridge after a numerous request and now my fridge has went out and I lost all my food.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 6, 2022/09/19) */
  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.
  
  We apologize for the issues ****** experienced with their refrigerator. A new fridge was ordered and was delivered on September 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, 8, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not been given any compensation for the week I was without a fridge Or the loss of food. The cost of everything is up and I am not rich.
  
  
  Business Response /* (4000, 11, 2022/09/29) */
  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 and ****** were able to come to an agreement on a concession amount to which ****** accepted and is satisfied with our resolution.
  
  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:09/05/2022

  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.

  On 9/2/2022 my AC unit started leaking water through the walls down into the unit and it's 98ﾟ and above they have yet to respond until I call twice find called twice finally got ahold of the people that picked up my contract and they're making me wait until 9/7/2022 to fix it I have 2 animals over heating I pay 2500. a month that's with bills and a huge pet fee in the contract says they must treat this has very important to attend to I will be taking this to get legal advice due to Noone is listening about this company
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  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, Kareika, reviewed *****'s complaint and worked with our maintenance team to escalate the work order for a timely resolution. The initial work order was reported on September 2nd and a vendor attempted to reach ***** the following morning and afternoon to no avail. We were not able to schedule the needed work with ***** until September 5th and it was scheduled for September 7th. On September 6th, the Maintenance Manager contacted ***** to confirm they were aware of the scheduled work and offered temporary AC units which ***** declined stating they owned their own. Kareika followed up with ***** after the work was complete on September 7th and ***** confirmed the AC is now working properly.
  
  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:09/03/2022

  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.

  We moved into our home 7/15/2022. There have been multiple maintenance issues, electrical issues and a gas leak. None of which have been addressed by invitation homes in a timely manner. I have sent multiple emails- with no proper response from the office. We had to hire an electrician due to the improper wiring of this home. I request to be refunded. My email sent is as follows- On 7/15 me and my family moved into the above property. And things have been nothing but stressful. I've multiple maintenance request, to electrical issues. I've had standing water in the non working dishwasher for 30+days. I've had to take off work so I can go to the laundromat to wash my clothes due to the electrical issues.
  
  I expect a phone call back (XXX-XXX-XXXX)
  
  I still have standing water and I still have maintenance issues that are unresolved.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/19) */
  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 connected with ******* on September 9th to discuss the maintenance issues in their home. ******* expressed concerns with their dryer outlet, smoke detectors, dishwasher, water heater, garbage disposal, and the knobs for their stove. On September 14th, the dryer outlet, smoke detectors, water heater, and garbage disposal concerns were resolved. A Maintenance Technician also contacted ******* to schedule the installation of the dishwasher, but ******* said they stated they preferred to schedule that through the local office. We are currently working with ******* to determine a date that they are available for this installation. Additionally, ******* shared that they hired a vendor on their own to address the electrical concerns and we shared our policy on doing so, which is that we do not reimburse, however, in this case we provided a refund that both parties agreed 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, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Today is 9/21/22. Today my house failed inspection again by the city of duncanville because there are electrical issues that haven't been resolved however invitation homes has been out to my house on multiple occasions to supposedly correct the issue. The stove top nobs that were supposed to have been ordered in August- weren't. They were ordered by the 3rd maintenance man to come out to house. Today the 4th maintenance man came to my house to install them- and there the incorrect nobs so now I'm waiting on a 5th person to come to my home in which I will have to take off of work for. The new dishwasher was finally installed today after 2 months of communicating it didn't work and left in front of my home on the sidewalk. Every time someone comes out a new problem is created causing more and more people to
  Come to my home. An official apology has not been given. The service has been unacceptable.
  
  
  Business Response /* (4000, 9, 2022/09/29) */
  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.
  
  As mentioned in our previous response, the dryer outlet, smoke detectors, water heater, and garbage disposal have been repaired, and we agreed to provide a concession for the electrician they hired. Unfortunately, the stove knobs that were ordered and installed are the wrong color. The right color has been ordered and once we have an estimated data for deliver, we will update *******. The electrical repairs were completed on September 26th, and we are currently pending the sink repair which is scheduled for September 28th. We apologized for the poor experience and provided ******* with the Director of Operations' contact information should there be any additional issues.
  
  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:08/30/2022

  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.

  Hello I am disputing charges on final bill - final water 05/31/22-07/03/22 ******* -final water 07/04/22-07/18/22 ******* NO WAY POSSIBLE TO USE THAT MUCH WATER in march a plumber came out for a **** dollar water bill you should have record of that. - remove satellite dish ***** dish was there when I moved on so im sure you charged previous residents for that as well. - ceiling fan ****** the ceiling fans were there when i moved in i didnt replace them or damage them. - drain stops were all removed by YOUR GUYS PLUMBERS FOR ALL THE ***** I CALLED ABOUT CLOGS - TOWEL BAR ***** X 2 NOT PAYING FOR THAT DIDNT DO ANYTHING TO TOWEL BARS - AIR FILTERS CALLED MAINTENCE ABOUT THAT IN UNSAFE LOCATION TO CHANGE **** ****** I WOULD LIKE TO KNOW WHAT WAS WRONG WITH THE **** WHEN I PAID 98 DOLLARS A MNTH FOR **** SERVICE.I also need a copy of the plumber coming in march and the plumber after that to come unplug the drains for my records. A total of things I am disputing are ******* plus every month I paid for the smart home that never worked that I also called about many times and got the run around to call smart home which I did and it never worked you cant charge people for things dont work properly.

  Business Response

  Date: 09/06/2022

  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 team reviewed Autumn's dispute regarding their move-out charges and agreed to remove the final water and satellite removal costs. An updated statement of deposit accounting will be sent to Autumn via email. All other charges being disputed have been reviewed and will stand due, and photos and invoices showing validity of these charges have also been emailed to Autumn.
  
  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: 12/27/2023

  I moved out 3 years ago because they tried to charge me over a ***** dollar water bill I called ***************** they said there was no way I called the third party they said thats not the water reading they have and to call invitation homes so I did. They had a plumber come out there was no leaks mind you had to call of work for that we stood above the water meter to watch it for a good half an hr I called invitation homes had multiple maintenance people come out from flooding leaks clogged drains and THEIR MAINTENANCE PEOPLE ARE THE **** WHO REMOVED THE PLUG THINGS IN THE SINK, and also couldnt snake the bathtubs because it was a tub put over a tub. and they decided to charge me ***************************************************************************************************************************** the ceiling!!!!!! Now you have the ***** to put this on my credit Ive called and called and called about all the maintenance requests I put in about the sewage problems and a itemized statement nope never got one other then one that has the direct tv dish on there which was there when I moved in they also wanted to charge me to. Also charge people 90$ extra on rent for a pool guy but when the pool turns green o you try to charge the tenants oooo wait theres more what about the smart home fees I also had to pay every month even though it never works and again I callled about that multiple times but guess what nothing was done about that either. But you charge and charge for services that actually arent provided or working. I would like someone hire up to contact me ASAP.

  Business Response

  Date: 01/02/2024

  Invitation Homes has received and reviewed *************** complaint to the Better Business Bureau. We value our customers and accordingly make it a priority to work directly with our residents to resolve these matters. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.   
  
  ******************* was previously advised (in 2022) that the water bills and satellite dish charges were deducted from her balance due. Invitation Homes reviewed the disputed items in the rebuttal and agreed to remove the charge for ceiling fan as the resident has no control over the gears wearing out. The filter charge and the pool charge are also removed. The remaining damage charges stand for the reasons described here:  The drain stops were present at the move in and there is no indication in the work orders that two drain stops were removed by our vendors. Two towel bars in the home were damaged/broken at move out and required replacement and air filters are required to be changed by the resident upon receiving them via Invitation homes air filter service.
  
  An additional credit will be applied to the balance due for the Smart Home system as a courtesy, however after ******************* notified the local office that the Smart home system was not working on October 12, 2021, Invitation Homes attempted several times to schedule service without success.
  
  Photos to support all damage charges have been provided to ******************* via email. If any other items are being disputed, she can reach out to the Portfolio Director directly.
  
  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.