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

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

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  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

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  Invitation Homes

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

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  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  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.

  The pictures should show enough , I moved in 2 1/2 years ago , I have issues with MOLD from my ac to my CHILDREN'S bathroom , you should ask Invitation Homes for every single work order from the day I moved in , the filtration system in the house had not been working and the water was nasty, cloudy , and had a smell . We couldn't even brush our teeth. Problems from contaminated water seeping through my surgery wounds causing infections, to my service dog getting sick from drinking tap water , to as of now dealing with MOLD because of a faulty toilet that has been leaking and over flowing on the floor for at least a year , Angie B****** (Portfolio Director) stated to keep putting in work orders, after I explained to her they never properly or completely fix the problem . Check this out though , I gave my 30 day notice last week and they came and changed the WHOLE toilet but not after the water seeped into my sons carpet , they have machines and a big humidifier drying out my sons carpet right now , this has destroyed personal items and health issues ! This problem also caused MOLD build up in the carpet and on the walls of my sons room , being that his room is up against the bathroom . I would love to hear the explanation, as they should have none at all and should definitely be ready to pay back every dollar I PAID them! I am actually calling the news station to get them to see this ! These pictures are over a 2 year span .

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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.
  
  The Director of Operations contacted ******** to discuss their concerns regarding discoloration in the home and explained we were working on a swift resolution after receiving report of the issue the day prior. ******** expressed discomfort living in the home and wanted to vacate as soon as possible. We offered ******** out of their lease early without penalty and are working with ******** on their move-out process.
  
  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, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please explain to BBB , since we're all being truthful , how many work were established in the home for the duration of my lease , and what were the reasons behind every work order . All the same reasons faulty septic , faulty filtration system , faulty toilets , faulty AC , should I keep going ? You guys were sued two years ago for putting another family in harms way of health issues , the Director let me out of my lease early because I told them I was leaving and not putting up with this mess anymore. That molded ac wooded box has been molded for a long time as you can see.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  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 apologized for the maintenance issues ******** experienced in their home. ******** vacated the home on September 6, 2022, and we answered their questions regarding pro-rated rent and final utilities. As previously agreed, we are not charging a penalty to ******** for vacating the home prior to the end of the lease agreement. We reviewed the work orders submitted during ********'s time in the home and we believed they were all addressed timely and resolved. We shared that if a work order was not resolved or an issue reoccurred that Invitation Homes should be notified so we can resolve the issue promptly.
  
  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:08/25/2022

  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.

  After moving out of the house at 1806 Suzanne lane Lakeland fl XXXXX, I instead of getting my deposit back was sent a bill from this company for hundreds of dollars. I left the property in better condition than when I got it. I have move in inspection reports detailing things that were pre existing issues that they charged me for. Additionally they only credited 1050.00 towards the bill they sent me. The 1050 was my original deposit, however when I had to do the maintenance transfer in 2020 I paid an additional deposit fee to move in to the home. I also have bank records to show that amount. This company is notorious for cheating their tenants out of their deposits and rarely give any money back to their tenants. I have pictures and documentation to substantiate I do NOT owe this company a dime rather they owe me!!!

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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 review their ledger and security deposit. We provided a copy of their ledger and the funds paid upon move-in which shows ***** did not pay for an additional security deposit. We apologized for any confusion and agreed to provide an adjustment to their account which was processed on September 2nd. The refund check has been expedited and ***** 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:08/25/2022

  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.

  I vacated my rental property in the end of November that was located in Litchfield AZ, on Solano. Invitation Homes did the walk-thru a month prior and was advised there would be furniture left in the home etc due to the circumstances surrounding the termination of the lease. I understood my deposit would be retained to cover any outstanding expenses such as cleaning and removal of the furniture left behind since we relocated out of state. I emailed my forwarding address to my assigned representative for any follow up correspondence. I did not hear anything else about the move and was told everything was fine. I did not get any letters, instead my credit report now shows I owe Invitation Homes $2492.00. Invitation Homes has my forwarding address and never mailed anything stating I owe them anything or giving me an opportunity to dispute or see how these charges incurred. Instead Invitation Homes sent my information directly to their collection agency resulting in my credit being negatively impacted. I am entitled to receive an itemized breakdown explaining how and why you feel I owe $2492.00. I terminated the lease under the bases of a restraining order being in place and my home was no longer safe to reside in. Invitation Homes has all of this information and I did everything I was asked to do. Not getting due process and have my credit automatically affected is not fair to me, especially when I've rented multiple homes from your company. I'm seeking some sort of resolve and this removed from my credit report. You kept my deposit, you've been made financially whole in this matter while damaging my credit score.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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.
  
  ******* provided documentation sufficient to terminate their lease agreement to Invitation Homes on October 26, 2021, with a move-out date of November 30, 2021. Shortly after Invitation Homes was notified that ******* was vacating, our maintenance team scheduled and completed a pre-move-out visit with the resident present. During this time, a technician walked through the home and advised ******* on ways to maximize the security deposit refund by suggesting items that require repairs and/or replacements and provided them with a move-out checklist stating all move out-requirements.
  
  The move-out inspection was completed on November 11, 2021, and a copy of the pre-move out visit summary was provided to ******* via the email on record. This summary included reminders to ensure that all personal property, furniture, and trash is removed from the home prior to vacating. It is Invitation Homes policy that if a resident leaves any items in the home after they vacate, they are responsible for the cost of disposing of the items.
  
  A final statement of deposit accounting was mailed to ******* on December 7, 2021. This statement included a breakdown of all charges deducted from their security deposit. They were charged for damages, November rent, remaining utility balances, and any applicable taxes/fees. ******* was not charged any fees for terminating their lease early. Invitation Homes does not have any record of a forwarding address being provided; therefore, the statement was mailed to the last known address.
  
  *******'s account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by FCO, all communication regarding the account must go through the agency directly. FCO can be reached at (XXX) XXX-XXXX.
  
  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, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I read your response and you stated false information. You were certainly provided with my forwarding address, and even when you chose not to mail my final correspondence to my new address, had you really mailed it to the last known address (I have a usps forwarding my mail to my address) I still would've received it regardless. It doesn't help that your company doesn't take responsibility. I was still denied fair due process because your company chose to not do things properly- which in my case is something simple, mail me the invoice and give me the opportunity to examine the charges etc. You all denied me of all of that. And you still aren't offering to mail it to me now in your response, when I've stated from the beginning I have yet to get anything from you.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  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.
  
  Invitation Homes does not have any record of a forwarding address being provided. The final statement of deposit accounting was mailed to *******'s last known address. *******'s account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by FCO, all communication regarding the account must go through the agency directly. FCO can be reached at (XXX) XXX-XXXX.
  
  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, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Attached is an email to whom I was corresponding with from your company, you will see that you were provided my forwarding address. And again, I had my mail forwarded with the post office as well so if you really mailed it to the last known address, which is the property address, I would have received it. There's no way around this, You Did not mail me anything ! And you're still refusing to send me a copy now, instead you are referring me to the collection agency. What is is excuse now with my email showing that I did provide you with my forward address? You can't scam people and use our money to repair these homes. I will take this to the CEO of Invitation Homes because what I'm asking is simple and it's obvious I don't owe you $2492 , you kept my deposit (which I knew) and are refusing to show me the accounting for how you arrived at this balance. Send me a copy of what you allege you sent to the last known address. I'm not going through the collection agency, as this debt is NOT valid. What I'm asking for isn't difficult for you to provide and if you can't provide it, you need to remove it from my credit or I'll take further action. Thank you
  
  
  Business Response /* (4000, 13, 2022/09/15) */
  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.
  
  Invitation Homes received and reviewed the email and verified that that ******* did in fact provide a forwarding address. It was an oversight that this did not get entered, however Invitation Homes also verified that a copy of the move-out statement was emailed to the email address on record. Proof of that communication is attached has also been provided to *******. It should be noted that the email in our system is the email provided when ******* rented the home. Had this changed, it is up to the resident to provide an updated means of communication.
  
  As a courtesy, Invitation Homes agrees to work with ******* by allowing them to review and dispute any charges that they do not agree with directly with Invitation Homes instead of the collections company. Invitation Homes will then communicate the new balance owed to the collection company.
  
  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:08/24/2022

  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.

  In typically don't file complaints but I think this one is warranted. I have been living in this home a little over a year. I have had numerous issues with this house. The first issue has been with the garage door not working properly and two times my car was stuck in the garage because of this and the vendors couldn't come out till late the next day to resolve. So be it they resolved those issues no matter how taxing it was to wait all day and not be able to leave it was fixed. Ok the third time they came out a wheel had popped off the railing again took all day but my car wasn't stuck inside the garage so I could handle my business. Ok now here's the problem they are wanting to charge me 111 bucks for this wheel coming off the railing saying I caused it by something blocking the garage door. Not possible the garage door closed and the top right was hanging down. I don't feel that's my issue for a garage door that the maintenance guy even said needs to be replaced. Ok moving on from the garage door I have been dealing with a kitchen sink for the majority if time i been here. The first three times was because it kept leaking and finally the 4th time it got fixed. Now the entire sink has fallen down into the cabinet and the pipes are broken and more water is in buckets with gnats and bugs flying around it. Three people have come out to look at this and three people have walked out doing nothing because they can't fix. Next service date is Sept 17th supposedly. I am suppose to be awaiting a quote to be approved to be fixed. Yea ok! Shower stall in master bath is cracked did initial request in November but order was closed out as complete after I was told they would have someone else come out. Once again all come out and all leave. Now this crack is huge and water is pooling in Carpet in master bedroom because its going nowhere according to maintenance guy. Still no word on when to be fixed and yet u want u to charge me extra for garage door and this house is ****!

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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.
  
  The local management team reviewed the needed repairs for the broken bathtub and kitchen sink and have scheduled work starting on September 7th. Once the repairs are underway, we will contact ****** to provide an update on timing and next steps.
  
  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, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My billing still has not been adjusted for the garage door breaking. I am not paying for damages I did not cause. I have already paid for a ceiling fan that broke in my daughters room where the blade came off. Another guy came out to look at kitchen sink and sent in another quote for that. I am dealing with gnats and sitting water in the kitchen and having to clean it up since pipes are broken. Yet still paying rent in hopes all this gets resolved quickly. There's no compensation for my inconvenience. If I lived in an apartment I certainly wouldn't get charged for maintenance for shoddy work and hoping in the next coming months there won't be charges added but my doubt is that there will be. The bathroom has been fixed and it looks great but am sure I will be billed for that eventually. Houses that are old that haven't been renovated at all have issues so that's not my fault. Do good work before a renter moves in to combat renters being charged for repairs that are needed that they didn't cause. I am very frustrated honestly and unhappy! I tried to give my kids the joy of living in a house to get out of apartments as a single mother but it seems to be the biggest mistake I have made. It will be another week or so before kitchen is fixed because guy said he's going out of town all next week do another week of a semi-functional kitchen but who really cares as long as rents paid.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  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 attempted to contact ****** to share that the credit was placed on their account and to review the kitchen repairs. We also sent a follow-up email to share the details of the credit. We ask that ****** contacts their Portfolio Director, Monique, so they can discuss the maintenance needs further. Monique can be reached at *******@invitationhomes.com or (XXX) XXX-XXXX.
  
  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, 11, 2022/09/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have made the appropriate repairs to kitchen and bathroom. Just hoping I don't get charged but we will see. They also credited me for the garage door which is great because I didn't cause it.

• Initial Complaint

  Date:08/23/2022

  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.

  This company has done nothing but try to scam us. When we first moved in, we were told our pool needed to be resurfaced or it will NEVER be clean. We've caught the pool company (on camera) not even entering our pool area and still charging us. They were later fired. Then I found out they're paying our new service $20/clean and they're charging us $120/month which is $30 more than they WERE charging us in a pool that NEEDS TO BE RESURFACED.
  
  On top of that, MONTHS ago, we had someone come out to help us find out that most of our house is NOT insulated. We've been complaining about our electricity bill being $400 a month, but all IH does is ignore us and make up more lies. Now we have stripped walls and ceiling missing paint because they only halfway complete jobs and lie about completing them.
  
  A month ago, we let them know our microwave was broken. A tech came over, said we needed a new microwave, and then closed the ticket saying IH denied the request to replace our microwave.
  
  Also, when we moved in over a year ago, the cabinets were falling apart. Now, a year later, they HAVE fallen apart. Drawers fell out, cabinet falling off of the ceiling, wood is all warped, and they are taking months to come and fix it. They've sent someone out 4 times to say the same exact thing.
  
  On top of all this, they had the audacity to increase our rent. Not only is this terrible work ethics, but it's borderline criminal. I have taken notes on every single lie that IH has made, and it's all in writing .
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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.
  
  The local management team has been in contact with ****** and are working to resolve the repairs in their home. The cabinet project is currently being scoped and once those are repairs are complete, the microwave will be addressed. The drywall concern has been resolved and the wall mentioned in the complaint is an interior wall which does not require insulation. Additionally, the pool concerns have been determined to be a cosmetic-only issue and will remain as is. We also worked with ****** on their renewal rate and provided a reduced offer to help with the change in pricing of the pool service fee.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:08/23/2022

  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.

  April of 2022 I spoke with AP manager Vanessa regarding my account, advised I was approved for rental assistance due to critical care leave taken to assist my mother who had Covid pneumonia at which time I was advised the late fees would be waived once the payment posted. In June I received a call regarding the late fees, I advised rep of agreement made with Vanessa regarding fee waiver and requested a call back. I never received a response. I sent several emails to Vanessa requesting assistance with ledger balance due to fees still reflected in balance, portal.will not allow payment less that amount showing due, I received no response. I expressed concern about the daily late fees I was accruing as a result of her delay. I emailed account manger Schevon Stinton for assistance, he in turn emailed Vanessa (cc'd myself) requesting she follow up. It took Vanessa 3 days to respond and that was via email. Vanessa stated there was miscommunication on her part but the policies had since changed so she could not remove the fees. In previous month's late fees were waive with approved rental assistance as reflected on ledger. I was charged additional late fees as well as processing fee for the 5 day pay notice I received. Balance was $340 as result of late fees, August I made payment on 8/8 on 8/9 I received call from Mia regarding payment arrangement for late fees at which time I was advised the amount in question was $809 ( something to that effect. I questiond how balance increases she advised late fees and double billing of utilities. Mia could not answer my questions so she offered to have accounting personnel to return my call to review. On 8/11 I was advised my $2100 rent check was returned. on 8/18 I received 5 day notice. I have requested management call regarding this matter and no one has responded. Mia apologized for the inconvenience via email stating she asked that I be contacted before they returned rent but that was not done.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/06) */
  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 account and the rental assistance we received. ********* was advised that the late payments are not waived when rental assistance is received, as we include all late fees in the balance due when the landlord verification is filled out and the lease is sent to the requesting rental assistance agency. Regarding the check that was returned to *******, Invitation Homes accepted the check and late fees through the 8th were reversed along with any legal fees charged to the account. Additionally, we set up a payment plan with ********* and overall, they were pleased with the communication and ability to pay August rent.
  
  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, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have requested ledger of late fee postings. As indicated in the response, Invitation Homes included late fees on the Landlord Verification form submitted for Rental Assistance however,the late fees were forwarded to the next month's billing. My case worker will be working with me to review payments against what was applied to my ledger.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  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.
  
  ********* was provided a copy of their ledger for review. Invitation Homes charges late fees according to the lease agreement, and late fees bill daily until rent is paid or up until the 28th day of the month. Late fees are never forwarded to the next month's billing, but late fees can occur in another month if rent is late that month, too.
  
  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, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have requested a ledger for late fee postings so myself. my CAP worker and my case manager may review posted late fees included with rental assistance payments. The ledger I forwarded this morning reflects late fees being forwarded. My $895 agreement included late fees from April which is where the dispute arrived from. My case worker confirmed late fee was included with payment remitted. I would like Invitation Homes to submit late fee ledger with their response. They are stating they have provided ledger, it should not be too much to ask for them to resend for your office to review with regards to my complaint. Late fee allocation for 2021-2022. I appreciate your assistance and Invitation Homes for providing the necessary document so this matter can be resolved once and for all.

• Initial Complaint

  Date:08/18/2022

  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.

  Every 6 months they tack on renters insurance fees and "admin" fees because they say I don't have renters insurance. I've had the EXACT SAME renters insurance policy for over 2 years now that I've lived there. Anything to scam and get money out of paying tenants. I've reached out MULTIPLE times to get these fees removed, and per the usual, no one will get back to me. I shouldn't have to go through this all the time! I want the fees removed!
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Invitation Homes has received and reviewed Ashley Keel'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.
  
  The local management team contacted Ashley to discuss their renter's insurance charges and explained that we received a notice of cancellation for their police and since renter's insurance is required per the lease agreement, our insurance team placed a policy on their account which resulted in the charges. Once we received proper documentation from their personal policy, we cancelled our policy and reversed the 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:08/09/2022

  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.

  I WILL NEVER RENT FROM THIS COMPANY AGAIN. I WILL NEVER RECOMMEND INVITATION HOMES. Almost TWENTY maintenance request in two months is ridiculous. Every request could have been avoided if the house didn't sit idle for weeks after the previous tenant moved out.
  I put in a request for my shower leaking on June 29. I happen know this shower has been an issue for the past couple tenants. Invitation homes is REFUSING to permanently fix the problem. Only telling me I don't own the home and I can move if I want. Again dismissing valid concerns. I was off work all summer and had ample time to be home for contractors to fix the issue, but invitation homes is REFUSING to permanently fix the issue, only regrouting to stop a leak. Regrouting WILL NOT PERMANENTLY STOP THE LEAK. The wood underneath the shower has been deteriorating for the last FIVE years, because this is the approach invitation homes has taken. Brand new ceiling tiles in the basement are already water damaged and they've only been there a couple weeks, (they were FILTHY when we moved in) I can't see how IH is saving money by sending vendors out here periodically over five years to fix a problem that could have been fix in a couple visits. HOW IS WASTING MONEY A GOOD BUSINESS MODEL? Who wasn't taught to fix a problem for good the first time so you don't spend more money over time???
  Add to that now that school is back in, no one is at my home before 5pm, and the local office again is REFUSING me reasonable accommodation that I know for a FACT has been done for other tenants, having the contractor come after 5, It simply cost Inviting Homes a bit more. The response I got basically said, be available or be put out. So now I have to lose money from work to sit at home for something that could have been fixed A MONTH AGO. But IH will expect full rent when it's due.
  IT IS A VIOLATION OF THE FAIR HOUSING ACT TO GRANT A REASONABLE ACCOMMODATION TO ONE TENANT AND REFUSE IT TO ANOTHER.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 ****** and discussed their concerns around maintenance. The work order bid was approved, and we were waiting to hear back from the residents on their availability to schedule the work. We will work with ****** to schedule the pending items and provided direct contact information so they can let us know if they have any additional 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.

• Initial Complaint

  Date:08/08/2022

  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.

  We were moving from ********** to ******* so I originally signed a lease for a home I liked for my family after I saw pictures of the property & later was told it was not available any longer. I was told there was one home available and if I didn't take it I would possibly not be able to find another home in time for my move in date and forfeit my deposit I sent over. I signed the lease and we moved in. There were many things wrong with the home on the day we moved in. There was two toilets that would run water continuously & would flood every time we flushed water and that caused our bill to rise. After 6 weeks someone finally came out & fixed the running water but the toilets would still flood every time. I then began to notice a foul pungent smell coming from the sink in the kitchen, washing machine and l upstairs master bathroom. It smelled like sewage and rotten ******** also noticed a smell of mold in our living room area. The borders of the floor panels would bubble up as if there was a leak and I didn't understand why because we hadn't had a leak or flood. I called to complain in March 2022 because the smell was very strong & I had a concern for my children using the water to brush their teeth and bath in it. After calling 3 times someone came out & sprayed a chemical on the walls to dry the wall out but never addressing what the cause of the mold or dirty smelling water was. My daughter began having constant nose bleeds, skin rashes & breathing issues & I called again in April requesting someone else be sent out because of the strong smell and potential mold. I then began noticing the same smell was coming from our backyard area & as I looked around I noticed the foundation of the home was sitting on concrete that was broken up and had cracks and holes along the sides of the house. A plumber came out & told me there was a leak under the home which was causing the smell in the pipes and backyard. It has been 7 ************* still have not fixed the issue.

  Business Response

  Date: 08/23/2022

  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 followed up with ****** and shared that we agree to transfer them to another home due the maintenance issues, however, the balance must be settled prior to the transfer.
  
  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.

  Business Response

  Date: 06/13/2023

  Invitation Homes has received and reviewed ************************* rebuttal complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Invitation Homes attended court with ****** for nonpayment of rent and a consent agreement has been reached and agreed to by all parties.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 06/16/2023

  I am rejecting this response because:   Id like it to be noted that the judge dismissed their case and found that I owed Invitation homes nothing. Meaning the fees and rent they alleged I owed was not true. There still needs to be accountability regarding the fact that they allowed my children and I to reside in a home for nearly 2 years without fixing the issue. Rather they continued to file wrongful eviction as retaliation.

• Initial Complaint

  Date:08/06/2022

  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.

  I moved into this rental property in June 6th. Upon move in there was a cracked toilet and hole under the back door where I could clearly see outside. It has taken them over 1.5 months to repair those issues. I have leaking sinks and never received a mailbox key. I've tried to communicate these issues with the company and they will not respond. When I went to have the mailbox lock changed so I can receive mail I was told it would be a $25 charge. When I called the office I was told by a staff member I would need to pay the money and ask for reimbursement. When I asked for the phone number for a supervisor I was given a disconnected number. I've had my water turned off because there was no name attached to the account but I was initially told that I didn't need to put the water in my name. When I called about this and left a message no one ever called back. I really would like to be allowed out of this lease at no charge.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Invitation Homes has received and reviewed ****' *******' complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team contacted ****' to discuss their complaint and apologize for their experience with maintenance and their mailbox key request. On August 10th, the Director of Operations left a voicemail for ****' asking them to return her call at their earliest convenience. Another attempt was made on August 15th, and they were able to connect at that time. The Director of Operations let ****' know that they had escalated their work orders. We also provided a reimbursement to cover the cost of the mailbox key. At this time, we do not agree to provide early termination without penalty so if ****' would like to vacate the home early, they will need to follow the process and payment outlined in 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.