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

  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

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  Invitation Homes

  1121 W Warner Rd Ste 110 Tempe, AZ 85284

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

• Initial Complaint

  Date:03/28/2025

  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.

  When we signed our first least they did not inform us that we would be paying for a ring system monthly till after we signed our lease. We have had nothing but problems with the air conditioning and heat system since weve moved in every other month we have to have someone come fix the system which has caused our light **** ***** to almost $700 which Invitation Homes refuse to help us with because they say they have no cause in the issue. We have had nothing but issues with the hot water heater as well since weve moved in too which of course caused our water bill to rise which they would not let us put in our names (the water bill) they had to keep it in the company name along with the trash, and sewer. When it was time for us to resign our lease we were forced to have spectrum added to our lease but we are not aloud to add or remove anything from the account which is very unfair to all of us! They make us pay for insurance when I have already sent them more then 6/7 times the declaration pages of the insurance that we pay insurance on the home already but yet they still keep charging us for insurance! They have chargeback charges on ALL of our bill since day one of moving in to this home and I do not understand how we could have chargebacks when we have never been late on any of our payments!!

  Business Response

  Date: 04/07/2025

  Invitation Homes has received and reviewed ******** *********-******* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The resident, ********, has lived in the home since June ********************************************************************************** the lease agreement.  The Spectrum package was presented at their renewal in June 2024, which is Invitation Homes policy, and ******** has been paying for the service since that date. As a gesture of good customer service, Jennifers account was credited three months of service fees. Additionally, their water heater and HVAC unit were replaced. ******** confirmed that they changed insurance providers; however, they did not provide the new policy.  The new insurance policy was provided to Invitation Homes in April 2025.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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 living in a home rented through Invitation Homes since May 2021. During my time there, I have experienced significant issues with getting things fixed and responses from the company. I have also been charged for fees that are not connected to the responsibility of the tenants. Our fence to our backyard has been broken since being at the property and has gotten progressively worse over the year. I have created multiple maintenance requests and they have come out, looked at it and then said it was fine and once changed one plank of wood. My husband has been fixing the fence with wood that we have from our daughter's old baby bed. My small dog has gotten free multiple times (and at least 3 times this week). My youngest daughter has gotten out by leaning on the door. There has been air seeping in under my bathroom sink since 2021 and they have not addressed it. It runs my electric bill up. They have been unresponsive regarding a reimbursement for an increased water bill for 3 months due to a 5/10 of a leak in my home and running toilets (that they did fix). There is obvious black mold by my back door (we've been told they don't address aestetic issues only issues when things do not work. They have charged me a fee for changing a filter when the air system went out (however, they fixed air last year and added a new air duct but never sent the filter for the new duct after I've requested it multiple times). We are charged a $10 fee monthly for air filters and never received the updated ones. My husband has been purchasing them from **********). When we moved into the home the home was painted (obvious lime where they painted with different color paint and spits where they covered small areas they fixed). They have charged me late fees for rent when they hadn't opened up the portal for me to pay rent. I was charged for a broken window that was broken during a storm.

  Business Response

  Date: 04/09/2025

  Invitation Homes has received and reviewed ***** Easts complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  ****** **** (Director of Operations) and Kareika ****** (Portfolio Director) reviewed Mistys complaint on 04/04/2025. After reviewing it was determined we would credit the April late fee, 12 months of filter services, and remove the maintenance chargeback. We are requesting that ***** provide statements for utility overages so we can review to determine if any additional credits should be applied. Once received, we will review and provide updates to ***** on reimbursement. We have addressed the lack of communication with our maintenance supervisor to ensure this does not happen again moving forward. We apologize for this inconvenience.
  
  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: 04/14/2025

  I  appreciate the response from the Business.  I  do accept what they have offered in regards to those specific issues.  However, I did not have enough space to fully write my entire complaint.  I  was also charged monthly $15.95 since 2021 for home insurance when I've had home insurance for the entire time minus one month or two. Last year when I  noticed this and brought this us, they reimburses me $9.  They switched who manages their insurance and can no longer access my files back to 2021 regarding my insurance, however, I  do have the documents from State Farm and Progressive that shows I  had insurance.. Also, in response to the high watwr bill, I  have sent ******* ********* and ****** and other maintenence workers an email with the break down of my water bills when they were extremely high.  I  am currently completing a work request to inform the business of standing water right outside on the side of the home (water seems to be coming up from the ground) as a courtesy to help maintain their property.  My husband found this while walking through and mowing the lawn.  

  We had our move out walk through and I  am hopeful that we will not be held responsible for things that we did not mess up (I .e. Old and worn carpet, bad paint job(s), garage oil stains-we've never parked our cars in the garage, etc.).  

  Customer Answer

  Date: 04/14/2025

  I am rejecting this response because:   Please see my response entitled "more information".  

  I  am also requesting a review of the home owners insurance I  was charged $15.95 a month since 2021.  I've been in response with people since, but they gave me a $9 reimbursement because they could not see my account due to them switching companies who manage their home owner's insurance.  

  Also, I  have sent many emails with my water bills as requested those to compare normal bill versus high water bill including when written notice from utility company when I requested a review due to nJor increase in water bill. 

  No one talks about the added stress that comes with having to work full time, try to get people to respond to you and having to try and fight to not be mistreated or at least to be heard.  Invitation Homes will harass and sned multiple emails to get their fees but will literally ignore all of the messages that are sent for help (and help to maintain the upkeep of their home, might I  add).  It has been a difficult time.  I  think this company could be graleat if they listened to their tenants and asked more questions and tried to trust.  Glad to know they are going to come and fix the fence (they finally responded to a lot of my work requests now they we are scheduled to be out on 4/23/25.  That was a slap in my face because the safety of my child and dog did not matter enough to just pay and fix the fence-lease says that is the company's responsibility. I  thank God for their safety and that he opened doors to a new beginning.  It would be nice for the company to offer something because of all the extra work to try and get help, too. 

   

  Business Response

  Date: 04/17/2025

  Invitation Homes has received and reviewed ***** Easts complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Kareika ******, Portfolio Director, contacted ***** to discuss their recent rebuttal. During the review, Kareika identified previously approved credits that had not yet been applied to Mistys account. Kareika proceeded to apply the appropriate credits and reviewed each one in detail with *****. By the end of the conversation, ***** expressed satisfaction with the resolution and the updates made to their account.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:03/28/2025

  Type:Order 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.

  Our dog died on 11/26/24. We let Invitation Homes know and signed an updated pet addendum to our lease verifying his passing. Since then, Invitation Homes has continued to charge us $40 a month for our deceased dog. We have called, emailed, left messages, texted - all to no receive no response. It's insulting, cruel, and downright gross that they continue to collect money for a pet we tragically lost.

  Business Response

  Date: 04/07/2025

  Invitation Homes has received and reviewed ******* Carpenters complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We are in the process of reaching out to ******* regarding the concerns expressed. We will continue our efforts to ensure that these matters are addressed appropriately.  
  
  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: 04/07/2025

  I am rejecting this response because while they have written a response here, I have not been contacted. In fact, I've been charged yet another month's rent with our Maverick still included at $40 per month. That's a total of $200 in dead dog rent. I wholeheartedly reject their response because it's inefficient, inaccurate, and remains incredibly offensive.

  Business Response

  Date: 04/14/2025

  Invitation Homes has received and reviewed ******* Carpenters complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We have completed Hillarys account review and have issued a credit to resolve this complaint on 04/14/2025.
  
  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: 04/14/2025

  I have reviewed the business response and accept this resolution. Thank you for handling the credit, Invitation Homes.

• Initial Complaint

  Date:03/26/2025

  Type:Order 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 a tenant with Invitation Homes since 2018 and have always paid my rent on time. However, I am now dealing with a serious structural issue at my rental property due to a confirmed sinkhole beneath the driveway. The issue began on 02/14/2025, when an 18-******* damaged the driveway, exposing the unstable ground. Multiple inspectionsincluding those conducted by Dekalb County officialshave confirmed that this is a larger residential issue affecting the entire street, not just my home.Despite this, Invitation Homes has failed to take appropriate action. Maintenance requests were canceled, and instead of addressing the structural problem, a team was sent to simply fill the hole with dirt, which did not resolve the issue. The home continues to sink, causing foundation damage, a splitting driveway, and a garage that is visibly separating from the structure.I have repeatedly contacted Invitation Homes to request a transfer to a safe property, but I have received conflicting information, been ignored, and even hung up on by a representative. Now, after over six years as a loyal tenant, I am being told I must pay a $1,500 transfer fee, application fees, and a new deposit just to move to a habitable homesomething that should not be my financial responsibility as the unsafe conditions are beyond my control.Georgia landlord-tenant law requires landlords to provide safe and habitable living conditions, which Invitation Homes is failing to do. I am seeking an immediate transfer to another property without paying any additional fees, as my current home is no longer safe to occupy.I am filing this complaint because Invitation Homes has shown a lack of urgency and concern for tenant safety, and I want to ensure they are held accountable for their failure to provide adequate living conditions.

  Business Response

  Date: 04/02/2025

  Invitation Homes has received and reviewed Atiana Carrolls complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Due to the extensive repairs needed at ******* home, we approved a maintenance transfer to a new home. To support this transition, we are waiving the transfer fee. Atiana has been introduced to their Renewal Specialist, who will assist them in identifying available properties and facilitating the transfer process as quickly as possible. We understand the importance of ensuring a safe and habitable living environment, and we are committed to working with ****** to make this transition as smooth as possible. Our team will remain in contact with them to provide updates and support throughout the 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.

  Customer Answer

  Date: 04/14/2025

  Thank you for allowing me the opportunity to respond to Invitation Homes message regarding my complaint.
  
  
  While their statement may appear cooperative on the surface, it does not reflect the reality of what my family and I have enduredor the condition of the homes we have been placed in by this company.
  
  
  Here are the key facts:
  
  
  The original property had a confirmed sinkhole, causing the driveway, foundation, and garage to collapse. Despite my consistent maintenance requests, it took weeks for any action, and even then, the repair consisted of dumping dirt into the hole, which did nothing to stabilize the structure.
  After weeks of being left in a hazardous home, I was offered a maintenance transferbut was still required to continue paying full rent during the unsafe living conditions.
  The new property we were moved into has proven to be just as dangerous and uninhabitable. Since moving in, we have encountered:
  
  Mice, snakes, brown recluse spiders, and wasps, requiring me to pay $140 out-of-pocket for emergency pest control.
  A non-functional refrigerator.
  Puddles of water emerging between the kitchen and living room walls.
  Exposed and live electrical wires in the attic, which pose a major fire hazard.
  Burnt electrical outlets and one room with no electricity due to incomplete wiring.
  An AC unit that runs constantly but fails to cool the home.
  
  
  
  
  
  
  Despite reporting these issues, the response from Invitation Homes has been dismissive at best. What they describe as a solution is not a real solutionits a continuation of the negligence and unsafe housing conditions I have already endured. Theyve essentially moved me from one uninhabitable home to another, leaving me to cover the additional costs myself.
  
  
  Georgias Safe at Home Act (HB 404) and basic landlord-tenant laws require that properties be safe, sanitary, and habitable. Invitation Homes has failed to meet that standard in both homes theyve placed me in.
  
  
  I am asking that this matter not be considered resolved until Invitation Homes provides an actual safe, fully functioning homeor a full release from the lease, with any associated fees waived, and reimbursement for the costs I have incurred due to their neglect.
  
  
  I am happy to provide photographs, invoices, inspection reports, and correspondence to support everything outlined above.
  
  
  Thank you for your continued attention to this matter. 
  

  Customer Answer

  Date: 04/15/2025

  While their statement may appear cooperative on the surface, it does not reflect the reality of what my family and I have enduredor the condition of the homes we have been placed in by this company. The original property had a confirmed sinkhole, causing the driveway, foundation, and garage to collapse. Despite my consistent maintenance requests, it took weeks for any action, and even then, the repair consisted of dumping dirt into the hole, which did nothing to stabilize the structure. After weeks of being left in a hazardous home, I was offered a maintenance transferbut was still required to continue paying full rent during the unsafe living conditions. The new property we were moved into has proven to be just as dangerous and uninhabitable. Since moving in, we have encountered: Mice, snakes, brown recluse spiders, and wasps, requiring me to pay $140 out-of-pocket for emergency pest control. A non-functional refrigerator. Puddles of water emerging between the kitchen and living room walls. Exposed and live electrical wires in the attic, which pose a major fire hazard. Burnt electrical outlets and one room with no electricity due to incomplete wiring. An AC unit that runs constantly but fails to cool the home. Despite reporting these issues, the response from Invitation Homes has been dismissive at best. What they describe as a solution is not a real solutionits a continuation of the negligence and unsafe housing conditions I have already endured. Theyve essentially moved me from one uninhabitable home to another, leaving me to cover the additional costs myself. Invitation Homes has failed to meet that standard in both homes theyve placed me in. I am asking that this matter not be considered resolved until Invitation Homes provides an actual safe, fully functioning homeor a full release from the lease, with any associated fees waived, and reimbursement for the costs I have incurred due to their neglect.

  
  

  Customer Answer

  Date: 04/17/2025

  I am filing this complaint against Invitation Homes due to unsafe living conditions in my current rental and an unresolved billing issue despite full payment and a lease transfer agreement. On April 2, 2025, I received written confirmation from Invitation Homes approving my maintenance transfer with no penalty and confirming that my $1,175 deposit would be transferred to my new home. I was only responsible for the deposit difference, which I paid along with prorated rent on April 8. I moved into the new property at ***************************************************************** on April 10. On April 11, I received a call stating I owed a balance. Despite following up immediately, I was notified on April 15 that my account shows a balance of $1,442.77. This directly contradicts the lease agreement and all confirmations I received from Invitation Homes staff. The new home is also not in livable condition. The **** system does not function correctly, resulting in extreme indoor temperatures. There are no screens on the windows, and multiple wasp nests are present, making ventilation unsafe. The refrigerator is inoperable. Water is leaking between interior walls. One bedroom has no power due to unconnected wiring. Several outlets are burnt, and there is exposed live wiring in the attic. There is also visible mold in the shower caused by a construction defect. I paid $140 out of pocket for pest control due to infestations of brown recluse spiders, rodents, and wasps. Several maintenance requests have been submitted but were either canceled or ignored. I am requesting to be released from my current lease without penalty and to receive a full refund of all fees paid, including deposits, rent, and pest control expenses, due to Invitation Homes failure to provide a safe and habitable residence and their breach of the lease terms.

  
  

  Business Response

  Date: 04/18/2025

  Invitation Homes has received and reviewed Atiana Carrolls complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We have been in direct contact with Atiana to address their concerns. We informed them of the pending money transfer from their previous residence to the new home, which is currently in process. Our team is actively reviewing their account to ensure that all lease terms and financial commitments are accurately reflected and resolved.
  
  Additionally, our maintenance team is working diligently to address the outstanding issues reported at the property. This includes coordinating with our pest control vendor to fully resolve the pest concerns, as well as scheduling repairs for the **** system, refrigerator, electrical issues, and water intrusion.
  
  We understand the seriousness of Atianas concerns and remain committed to providing her with a safe and habitable living environment. We will continue to work closely with them until the matters are resolved.
  
  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: 04/22/2025

  I am rejecting this response because: Is it possible to keep this case open for 30 days? Invitation Homes stated they are in the process of repairing all issues, but they just started repairing on 04/17/2025. Majority of the repairs will not be completed until 05/29/2025. 

  
  

  Warm Regards,
  
  Atiana *. *******

   

  Customer Answer

  Date: 04/28/2025

  The complaint is marked as rejected when that is not the case. I was asking for the opportunity to have an extension of time as they are still making repairs. 

  Customer Answer

  Date: 06/12/2025

  
  
  Thank you for your continued attention to the complaint filed regarding my experience with Invitation Homes.
  To provide an update:
  
  Most of the issues reported have now been addressed. Specifically:
  
  The flooring was replaced on June 11, 2025.
  Exposed electrical wires and pest control concerns were resolved in May 2025.
  The shower door is scheduled to be replaced on June 13, 2025.
  
  However, the **** system continues to be a significant concern. Despite multiple repairs, it has broken down again and is currently undergoing another repair. Given the repeated failures, a full system replacement is both necessary and reasonable at this point.
  
  While I appreciate the progress made on the other issues, I am still awaiting a final resolution on the **** matter. I hope Invitation Homes will take appropriate steps to ensure long-term functionality and habitability. 
  
  

  Customer Answer

  Date: 06/23/2025

  A licensed **** techniciandispatched by Invitation Homesadvised that the entire **** system needs to be replaced due to its inability to regulate the homes temperature effectively. Despite this professional recommendation, Invitation Homes has refused to move forward with a full replacement.
  As it stands, the **** system fails to cool the home consistently, and runs nonstop throughout the day in an attempt to manage temperatures consistently over 90 degrees. This has led to extremely high electricity bills, even though the system is not functioning as it should.
  I was informed by Invitation Homes that they require three months of electricity bills in order to assess and process a reimbursement. However, since moving in on April 11, 2025, the **** system has been repeatedly repaired and continues to underperform. It is unclear how an accurate usage comparison can be made when the system has never operated properly during this time frame.
  I respectfully request that Invitation Homes not only take immediate steps to resolve the **** issue with a full system replacement, as recommended by their own vendor, but also honor their commitment to reimburse electricity costs that have escalated solely due to the systems inefficiency.

  Customer Answer

  Date: 06/27/2025

  Hello,

  IH will not fix the **** system at all. The house is hot and humid, we do not have access to open any windows because there arent any screens. A vendor quote was put in yesterday, and marked as completed the same day. No one came out to fix it. Just received the quote then marked as complete. Please help us. This is inhumane especially in 90+ degree heat. 

  Business Response

  Date: 07/01/2025

  Invitation Homes has received and reviewed Atiana Carrolls complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  Since receiving her concerns, we have made several attempts to contact Atiana directly in order to further discuss and resolve the matter, but unfortunately, we have been unsuccessful in reaching them. We ask that ****** returns our contact attempts at their earliest convenience.
  
  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: 07/01/2025

  I received a phone call from ****** *****, property manager of my previous residence. Apparently my information was still listed under that property. However, this has been the only attempt of contact. No one, outside of ****** *****, has reached out via phone or email. Decara did state that she has fixed the information within the portal and would speak directly to my current property manager to see if she can help expedite the process. The **** company will be coming out today, but there arent any plans to fix the **** system at this time. 

  Customer Answer

  Date: 07/01/2025

  **** vendor came out and stated the entire system needs to be replaced. No repairs or work completed today. Still without working HVAC (not at the fault of vendor, but because he knew to submit the quote in and wait for ** to respond). 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  Sent emails on 2/11/25, 2/17/25,2/21/25, 3/1, 3/22/25, 3/24/25 and have not received any response from invitation homes. Also have made several phone calls only to leave messages and no one calls back.There are a few issues I am experiencing but no one will respond.1. I had a dispute with my security refund from previous rental ( I have since transferred to a new rental). I am being charged $431.25 for lanai screen damage that was caused by Hurricane ****** in fall of 2024. I have submitted two maintenance requests and was told on multiple occasions I would not be responsible for this charge. This was not fixed prior to move out.2. I have have also sent emails regarding using the maintenance portal since my email address is attached to two properties. This is also not allowing me to setup my Ring video doorbell access which I have to pay $40 per month for Smart home access.I didn't wish to file this complaint because I otherwise have been happy with my rental but I am just exhausted and don't know where to ******* is frustrating to have to send communications to just be ignored.

  Customer Answer

  Date: 03/28/2025

  The issue has been resolved.  I received a call back today 3/28 and all issues addressed.

  Business Response

  Date: 04/03/2025

  
  Invitation Homes has received and reviewed ****** Swensons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         We have processed a deposit accounting adjustment on behalf of ******. Additionally, we have submitted IT support tickets to address the maintenance portal error that they are experiencing and that will be resolved soon.          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: 04/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/26/2025

  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 was denied being able to lease a property at ********************************************************************** on 3/25/25 due to not being able to them saying they couldnt verify my documents. When breached out I was told by ***** the leasing agent that I had submitted falsified bank statements. When I asked to speak to a supervisor to prove this was untrue she said there was no one I could talk to and I should rent from a different company because they would deny me for any future rentals. I did not submit and falsified documents but no one will talk to me on the phone to resolve it. They just took my application fee and wrongfully denied me.

  Business Response

  Date: 03/28/2025

  Invitation Homes has received and reviewed ***** ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  We deeply regret the inconvenience and frustration ***** experienced during the leasing process. We take all feedback seriously and strive to ensure that every interaction with our team is professional, transparent, and respectful.
  
  The primary reason for the denial of the application was an inability to verify the documents submitted, which is a standard procedure for all applicants. After thoroughly reviewing the application and income documents provided, we were able to overturn the denial of the application.  The approval notification has been sent.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:03/24/2025

  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 am writing to formally dispute the $914.00 invoice I received on 3/24/2025, regarding window damage sustained at my residence, *********************************************************** during Hurricane ******. The damage was clearly a result of the severe weather conditions.Despite repeated attempts to contact the property manager via phone and email over the past week and three days, I have yet to receive a response. This lack of communication is concerning, especially given Invitation Homes' stated policy of responding within ***** hours.

  Business Response

  Date: 04/02/2025

  Invitation Homes has received and reviewed Eureka ******* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  This charged will billed erroneously and we have corrected the charge on the resident ledger. Leaseholder, ******, has been updated and was 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:03/24/2025

  Type:Service or Repair 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 contacted maintenance for invitation homes on 3/20/25 about my garbage disposal that quit working and the pipes to it leaking everywhere. Told them I couldnt wash dishes in the sink because water leaks everywhere and I cant wash dishes in the dishwasher either because it all leaks. I have since been given the run around. I have called 4 times and told that it was marked as urgent but the soonest they could get someone out here would be April 2nd. I now have gnats in the home because of water issues and not being able to wash dishes. This is not the first time this company has given me the run around on getting things fixed for this home. We have been here 8 years. We have always paid our rent on time and been subjected to this treatment just to get things fixed. Its beyond ridiculous and frustrating.

  Customer Answer

  Date: 03/25/2025

  The business finally responded and got the job done today .

  Business Response

  Date: 03/27/2025

  Invitation Homes has received and reviewed ***** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  After careful review Invitation Homes contacted vendor on 03/25/2025 to repair the garbage disposal. The vendor went out on 03/25/2025 and replaced the inoperable garbage disposal, repaired drain lines, replaced sink basket, and cleaned up water. We emailed ***** to verify that the repairs were made, and they were.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 03/27/2025

  I have reviewed the business response and accept this resolution. The water your vendor cleaned up was because he ran the water down the sink to see what I was talking about it leaking. There was no water under the sink prior to that because I had cleaned all of that up on 3/20/25 when I first called about the issue. It should not have taken 5 days of going around and around with maintenance customer service to get this taken care of. I eventually took all my dirty dishes and washed them in the guest bathroom tub. Something that I should not have had to do. This is not the first time this company has dropped the ball on getting something major fixed in a timely manner. This is the second or third time Ive had to contact the BBB due to that though. 

  Customer Answer

  Date: 03/27/2025

  I would also like to add, the run around I was given. On Friday when I called(3/21/25), Invitation Homes said the sink/garbage disposal could not be fixed by their vendor until 3/31/25. I told them that was unacceptable to wait that long to get this fixed since I reported it on 3/20/25. I was told theyd look into it to see if they could get anyone sooner. Upon calling back on Monday(3/24/25), I was told it would be 4/2/25 before they could get someone out here to get this fixed. Thats when I took steps to report to the BBB. Invitation Homes state they record their phone conversations with renters. Maybe theyd like to provide that info as well so all can see why I through such a fit over this not being done in a timely manner. 

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Invitation Homes for gross negligence and failure to resolve a roofing issue that has been ongoing for over six months, resulting in unsafe living conditions and significant health risks for my family and me.Since September 2024, I have reported severe roof leaks and visible mold growth in my rental home. This issue has caused persistent respiratory illnesses for both my children and myself. Despite filing numerous service requests and enduring at least eight separate contractor visits, the problem remains unresolved.Invitation Homes continues to claim the delay is due to pending HOA approval. However, no follow-up action has been taken beyond an initial letter sent on February 5, 2025. I have made repeated efforts to assist by providing Invitation Homes with the correct contact information for the **** including the direct phone number on February 13, 2025, and the direct email address on March 11, 2025.Additionally, Hillsborough County Code Enforcement has visited my home three times, expressing their concern about the lack of action from Invitation Homes. Despite notifying Invitation Homes of these visits, they have shown no urgency or willingness to address the issue properly.Their only proposed solution has been to send another contractor to place yet another tarp on my roof, which is a completely inadequate response to the ongoing problem.I am requesting the BBBs assistance in holding Invitation Homes accountable for their negligence and failure to address this urgent matter. I seek immediate repairs to my home, clear accountability from Invitation Homes, and either temporary housing or a reasonable rent adjustment until the problem is resolved.I am prepared to provide documentation and evidence of this ongoing issue if necessary.

  Business Response

  Date: 04/02/2025

  Invitation Homes has received and reviewed ******* ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        

  Due to Hurricane ******** impact, there have been delays in maintenance efforts in the area, but we are working diligently to respond appropriately to all matters. On March 31, 2024, the local management team connected with ******* to provide an update on all open work orders and will give a final update once the work order is completed. We are committed to working with the residents to find the right solutions within our policy framework.       

  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:03/24/2025

  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 move into a home rented by Invitation Homes in August of 2024. Shortly afterwards the home begun falling apart. The closet doors fell off. The kitchen sink collapsed. The toilets were flushing and bubbling in the other toilet. A plumber company came out and dismantled the plumbing system leaving everything exposed. Soon afterwards, on December 12, 2024, the entire home flooded with raw sewage. We lived in ******* for about ten days. Even though we were promised reimbursement, we have yet to receive any money back as of today. Now there is mold growing in the master bedroom bathroom from the flooding. One bedroom is flooding with water coming from an unknown area as is the hall bathroom. We are also having electrical issues in the master bedroom bathroom where the lights are working sometimes and sometimes they dont. This has been a complete nightmare ever since we moved in the home. We have reported maintenance issues almost every single month as some were deemed emergencies even though the service wasnt treated as such.

  Business Response

  Date: 03/31/2025

  Invitation Homes has received and reviewed **** Boldens complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  ****** **** (Director of Operations) and ****** States (Regional Maintenance Manager) reviewed Lacys complaint. A plumber is scheduled to visit the home on April 2nd to confirm if there is an ongoing leak. Once we have the plumbers inspection results, we will continue with any necessary repairs. We also requested receipts for hotels to review and determine if they qualify for reimbursement. Once received we will review and provide an update 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.