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

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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  Invitation Homes

  3600 Lime St STE 721 Riverside, CA 92501

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  Invitation Homes

  7702 E Doubletree Ranch Rd Scottsdale, AZ 85258

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  Invitation Homes

  5619 Dtc Pkwy Ste 105 Greenwood Village, CO 80111

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:08/04/2022

  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 boyfriend, son and myself have been living in a rental home from Invitation Homes for 3 years. Since we have lived there we have not really need any maintenance, however, I started noticing over the 3 yrs that our air handler returns get dirty very quickly, as I have also noticed my house stays extremely dusty and dirty. Dirt ALL OVER the place. I can clean and in 10 minutes it looks like that I haven't cleaned in a month. I can look into the air handlers and see all the dirt in the vents. I called Invitation Homes to ask about putting in a work order to have the air ducts cleaned and they told me that would be my responsibility, so I asked if they could provide me with documentation that they have been cleaned but they wouldn't. The resident before lived in that house for 5 years and since we live in a small town my boyfriend knew her so he asked if they were ever cleaned while she lived there and she said no. That is 8-9 years of dirt and skin floating around the air and that we are breathing in. I decided I would have them done and found a deal for $100; the professional company came out and cleaned them, however, they found several things wrong including our A/C being lived wired instead of having a switch which they informed us wouldn't pass code. The total service ended up costing us $400. I am a current property manager and have been in property management since 2008. When residents rent from my company and they need work done, it is always the responsibility of the owner to pay for repairs. I do not feel we should be responsible for these repairs since in a total of 9 years it has never been done, I feel Invitation Homes should be responsible. My name is ****** ******, my boyfriend and his son are *** & ****** ****** we live at **** ******** Court, ******* GA XXXXX. Please reach out to me at XXX-XXX-XXXX or ********@yahoo.com
  
  Thank you,

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/17) */
  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 share that we will not be reimbursing for air duct cleaning. The residents would have had to inform us upon move-in that the issue is present for us to resolve. Since they have been in the home for about three years, this is considered resident responsibility for normal upkeep of the home.
  
  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:08/02/2022

  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.

  Work order was escalated on July 31 for a fuse that kept popping and origin unknown on July 30. All switches were flipped back and all items were unplugged. Explained to Invitation Homes concern about the fire hazard for an overloaded fuse with a home built 2 years ago. Invitation Homes admitted they are aware of a potential fire hazard; however, they are unable to do anything on their end. It has now been 3 days. An electrician confirmed the circuit breaker needs to be replaced and left. Now we are being told by Invitation Homes that there is a "process" that we need to wait to be completed, in which they review the paperwork, approve the paperwork, and finally need to schedule another appointment with the technician for a part that costs approximately $70 and about 1 hour of labor. As a result, we do not have a functioning kitchen, since the circuit breaker is the one for the kitchen to include our refrigerator, stove, etc. It is acceptable for a company that we pay $2700 in rent monthly to wait 1 week to repair our kitchen. This is absolutely unacceptable especially them knowing we have a Type 1 diabetic in the household which requires their medication to be refrigerated. I have explained that because of this we have had food spoilage and need to make alternative arrangements to keep the insulin refrigerated. I have explained to them I have lost work because I must be present for a technician to arrive and as a Paramedic I work 18-24 hour shifts, every other day. My expectation is for this to be resolved and for us to be reimbursed for the loss of use for the kitchen while they did nothing to accelerate the resolution. The ticket # with Invitation Homes is BXXXXXXX

  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 Director of Operations and Maintenance Supervisor worked on ***********'s concerns and escalated the work order for a timely resolution. The work order was escalated on August 3rd and completed on August 6th and electricity has been restored to the kitchen. We have addressed the delay issues with our vendor and determined that this should have been resolved on the initial visit. We apologize for any inconvenience this caused. The vendor has since been trained on how to request approval while onsite so that the resolution would not require multiple trips.
  
  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:08/02/2022

  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've told invitation homes multiple times to remove the $10 air filter charges off my bills and future bills. I told them I get my own filters and don't want theirs at all. I never signed up
  For their subscription or anything at all or agreed to it. I just spoke with the representative a month ago that said she'd remove it and for the future as well, and I got charged again. Invitation homes has been nothing short of a nightmare to deal with , it's a constant follow up

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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 attempted to reach **** several times but was not able to reach them to discuss their concerns about recent charges. Upon review of their account, we can confirm that they were charged for air filters as this is a program that is required by all residents and is outlined in the lease agreement. As a gesture of good customer service, we agreed to opt **** out of this service and reversed the charge. An email was sent to **** to share this resolution along with contact information should they like to discuss further.
  
  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:07/29/2022

  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 notified Invitation Homes on 07/23/2022 that the refrigerator in our home was not cooling and all the food had spoiled. We reset the refrigerator checked the breaker, and ensured the appliance received proper power. Through the maintenance portal, a work order was submitted. The work order was assigned to an Invitation Home affiliate to contract out a service repair company. I advised Invitation Homes at that time that the refrigerator was only three weeks old as it had just been replaced. The company the work order was assigned to closed the work order without completing the job. This was not discovered until I contacted the maintenance company again on 07/24. The customer service representative stated she reopened a new work order, which was listed as an emergency. On 07/25, I called the maintenance line again and was given the name and phone number of the assigned vendor. I called the vendor, Hew's Air and Appliance Repair, and sent two text messages. The technician emailed me on 07/26 and said, "can I come now." No one was home at the time the technician sent the message. At approximately 4 pm on 07/26, I called the technician back and scheduled a time for him to come to the home on 07/27 between the hours of 0800-1000. The appointment was no-showed. At approximately 1549 on 07/27 we received a text message the technician was on his way. The tech said the refrigerator was broken and would need a $300 part. He stated he submitted the request for approval and would return in the next 24-48 hours to repair the appliance. I called the maintenance number to ensure they had approved the part and they said nothing was ever submitted. I began requesting to be transferred to a supervisor, that supervisor then transferred me to the local office. She stated they would work on it. I told Vanessa I would call her back the following day. Upon talking to them today, there is still no resolution. I have advised them they are in violation of the tenant act.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 May 29th, it was reported that the ice maker in the refrigerator was not working. We assigned a technician to visit the home and On June 17th, they cleaned, tested, and reinstalled all parts, but it was determined that the best course of action would be to replace the refrigerator entirely. The new appliance arrived at the home on July 2nd.
  
  On July 23rd, we were notified that the new refrigerator was not working. Due to a delay in being able to get the vendor back to the home for a recall warranty replacement, we provided a temporary refrigerator so they would not be without a working refrigerator and freezer. The return trip by our vendor is pending and we will be sure to schedule within ****'s schedule. Per Invitation Homes policy, once all service requests are closed for the issue, the account will be reviewed for concession.
  
  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:07/22/2022

  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.

  I own a home that is next door to a home that is owned by Invitation Homes. A fence was constructed that goes onto my property. They have been made aware of the situation over 6 weeks ago and continue to ignore the request to move the fence and also has ignored letters from the homeowners association to re tidy the issue.
  
  Numerous calls have been placed and messages left. 1 call was returned and the woman was so incredibly rude, arrogant and condescending. When I let her know that we are ready to cut the fence on the property line because of their lack of action, her response was "you gotta do what you gotta do."
  
  This company is so incredibly unprofessional. They violate laws, rules and regulations and do nothing to correct it. Taking my own personal time for over 6 weeks to keep after them is unacceptable.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/04) */
  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 our renter that neighbors ***** and asked that they remove the attachments on the fence. ***** was notified of this request and is satisfied that we are working to remedy their fencing concern.
  
  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:07/18/2022

  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.

  My experience with moving into a home with Invitation Homes has been a nightmare, to say the least. Unfortunately from the beginning, I encountered poor customer service and a lack of communication from my property leasing specialist about my initial move in. Even after paying all of the fees (a total of close to $4,225), I was still not able to access my home until a day after my confirmed move in date. Upon moving into the new property on 7/7/2022, I came across a multitude of other concerns in the home that included a blown breaker for the AC unit, ants all over the home, a leak in the attic from the AC unit, as well as other smaller maintenance issues. While I understand the smaller concerns could be resolved with a simple maintenance request, my biggest concern was not having a working AC unit in the middle of July in a heat advisory in Georgia. I called the local office, as well as corporate several times to explain my concern come to a resolution; however, I was only asked if I was "comfortable" staying in a 93 degree home with my newborn child and met with other reasons as to why the unit could not be fixed urgently. As of 7/18/22, I have had 3 electricians come to my home just to say that they could not fix the AC unit. I was forced to stay with a family member because of the heat. All Invitation Homes has done is installed two small temporary units in the master room and another room upstairs, but my home is still close to 85 degrees elsewhere. Furthermore, I continue to get calls from Invitation Homes with no updates on fixing the AC unit anytime soon and asked if I could reach out to the HVAC vender myself to fix the unit. I have tried my best to be civil and resolve these matters through Invitation Homes; but unfortunately, have been met with no resolution or urgency with fixing the unit. This entire situation is negligent and inexcusable and quite frankly because of the unprofessional events surrounding my move in, my rent should be heavily prorated.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/26) */
  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 followed up with ******** and confirmed that their AC unit was repaired and working properly. They placed an order for pest control due to ants and that is currently scheduled for July 26th. Since they were not able to move into the home until one day after the lease start date, we have credited rent for home day. We apologize for any inconvenience this caused ******** and are available to assist should any additional concerns arise.
  
  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, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Invitation Homes credited my account for one day, but I was unable to live in the home for at least two weeks due to a broken AC unit. Not only should I receive a concession of rent but for at least half of the month that I was asked to live in inhabitable conditions. I had a newborn baby and no working AC unit.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  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.
  
  The local management team called Ashley and explained that the one-day credit was for not having access to their home on their move-in date. We provided an additional concession for not having the temporary units in the first week and to compensate for the lack of AC.
  
  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, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate Monica for ensuring that Invitation Homes resolved this matter in a professional way. I was given an additional concession for the week I was unable to live in the home due to the broken AC unit.

• Initial Complaint

  Date:07/13/2022

  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 made request on March 2, 2022, after awaiting since 2019 for home repairs to be complete to Invitation Homes to be released from Lease agreement. I placed a compliant with you January 29, 2020 , Compliant #XXXXXXXX because they were refusing to fix things in my home. I had enough because my son room floor was sink and as he grown, I was in fear he would fall through the floor. He was only being held up by carpet. Invitation Homes sent someone out to view and agreed that it was dangerous and they allowed me out of my lease. I was scheduled for move-out April 2, 2022. No one showed up to collect keys or call. Me and my family moved out to Miami Florida. Invitation homes has since billed me a bill stating I owe them $3,386.54. I have benbilled for all the things I complained of and charged for April's rent which is not what the termination agreement outlined. I did not live in the home past the due date and I sent emails since I no longer resided in Georgia alerting them. I spoke with Ryan ****** Portfolio Manager who was very rude and do not want to help with verifying my claims. I have an excessive water bill usage and there were leaks onsite. Ireached out to Conservice since water was billed through Invitation Homes and they stated Invitation Homes would have to give the credit. I was charge duplicate times on ledger and he seems to not care. I accured an expense of moving and now they want to keep my deposit and damage my credit. Please help.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Invitation Homes has received and reviewed Sabrina ****'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 Sabrina about the concerns with their move-out statement. We agreed to adjust the ledger and shared that they will receive an updated move-out statement from the accounting team. Sabrina confirmed that there are no additional questions or concerns and that their desired resolution was reached.
  
  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.