Complaints

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

close

Find a Location

Invitation Homes has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  8601 Dunwoody Pl STE 520 Sandy Springs, GA 30350

  
• 

  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

• 

  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

• 

  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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:08/23/2022

  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.

• 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.