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

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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  Invitation Homes

  600 N Pine Island Rd STE 100 Plantation, FL 33324

  
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  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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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:03/24/2025

  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.

• Initial Complaint

  Date:03/21/2025

  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.

  We currently rent from Invitation Homes and our address is ******************************************************************************************. We have resided here for the past 2.5 years, with existing/not completed work order for multiple work orders- the most concerning has been foundation and irrigation. I have been in contact with ***** ***** (Portfolio Director) and submitted pictures/videos, as now water is in the walls of my sons room- meaning from exterior to interior related to delayed response on their end. I toured, and requested to transfer homes. I agreed I would pay $1,500 transfer fee. ***** stated I cannot without a security deposit, I requested to have that waived as this had been since move in 2.5 years ago. He still stands firm that it is habitable, eventhough drywall needs to come out, insulation and mold remediation company. I asked him why I couldnt transfer to an available home that we toured, and would feel safer residing in. I asked why invitation home is so against rectifying a reported situation for the past 2.5 years and all ***** says hes sorry for the inconvience- a complete disregard to a health hazard. Its gaslighting. We would like to be authorized to relocate to a different home, pay the transfer fee- and have the deposit waived. I dont think its fair to not rectify anything after 2.5 years of irrigation, and foundation issues. I have privately hired a mold company- and will circle back once results received.

  Business Response

  Date: 04/02/2025

  Invitation Homes has received and reviewed ******** Vecseys 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 Portfolio Director reached out to ******** to follow up regarding their request for transfer.  He advised that their transfer request would be granted.  The security deposit will be handled in accordance with state law. ******** expressed gratitude for the approval and has begun the application process on a new 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.

  Customer Answer

  Date: 04/02/2025

  I have reviewed the business response and accept this resolution. We were allowed to transfer, and have 3 days until move in- we cannot wait.

• Initial Complaint

  Date:03/21/2025

  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.

  This is regarding the rental property located at ****************************************. I lived in the home for 2 years without incident. The only maintenance needed during that timeframe was water damage due to roof leaking, damage caused by the hurricanes, and an issue with the garbage disposal, which I had to pay for (beyond normal wear and tear).Upon moving out of the rental through Invitation Homes, they conducted a move out inspection (I was present) and the representative told me that the home was in perfect order, and they would have no issues "flipping the house." After I moved out, I received another move out inspection (conducted after I left the home) and I was informed of all the damages and costs related. Because of this I was informed that I would not get my security deposit ($1513.00) back and I owed an additional $ ******. In less than 30 days Invitation Homes sent it to collections. I sent Invitation Homes a dispute letter and they emailed me to inform that they could no longer talk to me because my account was in collections and provided me with the contact information for the collection's agency. When I called the collections agency, they informed me that they could not talk to me because they didn't have permission. All of these so-called charges are fraudulent! I have move out pics to prove the house was in great shape when we left, and they have nothing to substantiate their claims. They also have a $48,000,000 lawsuit on them for such fraudulent charges.

  Customer Answer

  Date: 03/24/2025

  I received this email from Invitation Homes. Included in the email is the contact info for the collection agency. I have attempted to reach out to them, however, I was told they didn't have permission to speak to me. 

  Business Response

  Date: 03/31/2025

  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.        
  
  ****** **** (Director of Operations) and ****** ******** (Portfolio Director) reviewed Julies complaint. This account is currently with *** collections, and the market team is unable to review charges until account is formally disputed with ***. Once the account has been disputed the Portfolio Director will review and confirm all charges are valid. If any adjustments are needed, we can adjust once file is received from the collection company. FCO can be reached at **************.       
  
  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: 04/09/2025

  I have reached out to *** and discussed the issue/dispute. They informed me that they would contact Invitation Homes and discuss my dispute with you. I have not heard back from them. 

  This is to inform that the issue has not been resolved. I am still disputing charges and requesting my security deposit to be returned to me and additional charges to be dismissed. 

  I am eagerly awaiting a positive outcome in this matter. 

• Initial Complaint

  Date:03/20/2025

  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 rented a home from Invitation Homes at ***********************************************************************************, from 03/10/2023 to 03/08/2025. I followed all move-out instructions, yet $1,402.76 was wrongfully deducted from my $2,167 security deposit for unjustified and unlawful charges.Disputed ******************************** for carpet replacement + $28.50 for removal I was explicitly told by the move-out inspector that a professional cleaning with an invoice would suffice. I provided the invoice, yet I was still charged. Any odor was due to Hurricane ******-related water damage (which Invitation Homes delayed fixing), not tenant negligence. This violates Florida Statute 83.49(3), which prohibits deductions for normal wear and tear.2.$11.50 for an air filter Filters were provided every 3 months, and the next set was shipped after my move-out date, making it impossible for me to replace them.3.$86.25 for landscaping The propertys grass was damaged due to the landlords own maintenance work, not my neglect. They removed and replaced patches of grass themselves.4.$17.25 for drywall repair & $10.00 for dryer vent cleaning I was charged for pre-existing damage and normal wear and tear, which cannot be deducted under Florida law.5.$250.21 for final ************* charges These charges extend beyond my move-out date. I am not responsible for utility usage after I vacated the home.6.$9.95 final service fee No explanation was provided for this fee, and it was not in my lease agreement.The same inspector who completed my move-out walkthrough later confirmed that the home was in good condition, which contradicts these charges. I have photos, documentation of maintenance requests, and my carpet cleaning invoice proving my case.Under Florida Statute 83.49(3), these deductions are unlawful. I demand a full refund of $1,402.76 immediately.(Attached: move-out statement, carpet cleaning invoice, photos, maintenance requests, proof of air filter shipment date).

  Business Response

  Date: 03/31/2025

  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 local management team spoke with Jomar to review their dispute and work with them regarding corrections to the account.
  
  ********************** 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:03/19/2025

  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.

  We just moved here less than three weeks ago and due to the high winds and storms we had the past few weeks, we had roof damage. We contacted ******* maintenance through the app and submitted pics and they came out about a week later to fix the roof which was six days ago today. We had high winds again yesterday and ALOT more shingles were flying off and hitting my car causing damage to my vehicle. I found several shingles scattered all over the yard. We contacted maintenance once again through the app and submitted a video as well. I also called them and they told me to file a claim with my own car insurance. I asked them why I needed to pay for damages out of my own pocket when they are responsible for not properly fixing the roof? They said Its an act of god and we are not responsible for the damages. I do not feel responsible in any sort of way. I should be able to park in my own driveway infront of the house I am paying a bunch of money for and not have to worry about my vehicle being damaged by their poorly maintained house! I was told by one of their own maintenance men that ******* takes the cheapest, easiest route when it comes to repairs. I spoke with numerous Invitation Homes residents (past and present) as well and they said very negative things about their experiences with this company as well. The so called roofers that came to fix the roof last week should have checked the roof for any further damage and loose shingles which they clearly did not. Otherwise I would not have a significant amount of damage on my roof or scratches on my car. I have a trash can full of shingles and there are currently shingles laying all over my property. I have pictures and videos as proof. They will not upload to this site due to the size.

  Business Response

  Date: 03/27/2025

  Invitation Homes has received and reviewed ***** Merkels 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.        
  
  On March 21st, our Maintenance Manager, ****** States, reached out to ***** to discuss the issues with the roof and the car. During the conversation, ****** advised ***** to contact their insurance company to file a claim. Additionally, he informed ***** that an incident report has been submitted on her behalf.
  
  Please note that for the claim to be processed, ***** will still need to file a claim with their insurance provider. As for the roof, it is currently pending approval for either repair or replacement.
  
  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 am rejecting this response because:  Nobody named ****** reached out to me regarding these issues. I spoke with a WOMAN at the property management company (ProCare) that I, myself called and she told me to file a claim with my insurance and that it is considered an act of god and it is not their responsibility. I was then contacted by another WOMAN named ****** Teamur who was a litigator and was representing their company. I sent pictures via text regarding my roof and car and was never contacted again after that. That was a week ago now. My car is currently in the shop now for the repair process.

  Business Response

  Date: 04/03/2025

  Invitation Homes has received and reviewed ***** Merkels complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. ****** **** (Director of Operations) and Kareika ****** (Portfolio Director Director) reviewed Laraes complaint. We reviewed call logs and confirmed our Maintenance Supervisor, ******, did not reach out directly to the resident. We have addressed the lack of communication with our associate and apologize to *****. The roof was replaced on 03/31/2025 and we do not expect any unordinary issues with shingles or roofs moving forward. The insurance claim is still pending with adjuster, but we have requested an update to the claim. Once an update is received, we will escalate to ensure the adjuster provides update to *****. 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. Hopefully a resolution is done soon and this never happens again. Hopefully Invitation Homes learns from this experience and they make sure to take better care of their properties and not send out the wrong type of people for maintenance/roofing and the repairs are done the RIGHT way the first time. The damage to my car would have never happened had the roof been inspected and repaired by professionals and not just patched up. 

• Initial Complaint

  Date:03/18/2025

  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.

  ***************************************************** self and my husband are seniors. I have uncontrolled blood pressure issues. I had to go to the doctors several times. My grandson who's in autism has ****** medical issues. This house is making us I'll. There's no air conditioning, we had several freeze blast during the winter and there was no HEAT. now it's summer and there's no air conditioning. You sent so many companies to fix the 2 units and your company refuses to pay to fix it. I want to be transferred to a different home. I have so many cases against this company. My grandson is sick. This house should be condemned. Please get us put this house now.

  Business Response

  Date: 03/20/2025

  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 Regional Maintenance Manager reached out to ****** to follow up and discuss the matter regarding the need for **** repairs. The thermostat shows the A/C working but the unit has a refrigerant leak. Our vendor added a pound of freon to get the A/C going until its replaced (completed on 3/18).  ****** was informed this was done to provide temporary relief until the system is replaced. The **** replacement is currently scheduled for 3/27.
  
  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:03/18/2025

  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.

  We have been with Excalibur/invitation homes for over three years when we decided to move out to move into another home we gave them amonth and in advance, we hired cleaners as suggested, and we also paid the to the end of the month for the rent of February 205 and we pay for two months rent per the contract with Excalibur. The cancellation fee was only 500 so on top of that theyre still askingfor $1500 by the end of the month that were being sent to collections this is totally unfair. No one had reached to see if I can do a payment plan in which I asked about any type of resolution also some of the things onthe billing statement was already inquired on the Maintenance app, but never got a resolution. I am looking for someones outreach me and resolve the $1500 the contract. It says you need to find someone to live in the home within two months or we will be charged I never had anyone tell meor reiterate that someone was even looked for before they try to charge us for two months

  Business Response

  Date: 03/27/2025

  Invitation Homes has received and reviewed Caprice Carters 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 local management team spoke with Caprice and let them know that we are reviewing their dispute regarding the sink and looking into setting up a payment arrangement. 
  
  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: 03/31/2025

  I am rejecting this response because:   Still awaiting docu sign and confirmation payment date will be accommodated, only received a 6 day notice for 1500 payment plan and only offering 3 months 

  Business Response

  Date: 04/02/2025

  Invitation Homes has received and reviewed Caprice Carters 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 spoke with ******* and advised that we need the payment arrangement signed by both parties.  They subsequently signed the agreement. 
  
  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: 04/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/17/2025

  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 ran from Invitation Homes mid January 2024. I reached out to them with an issue with my flooring coming apart after months of people coming out saying it was a subfloor issue that they didnt do that kind of work finally, they sent people out that do sub flooring multiple different vendors came out said that they didnt do that work or that Invitation Homes didnt wanna pay them for the work because it wassuch a large job. I finally after over a year got it escalated enough to where they sent someone out the gentleman told me you cant in this home while the work is being done. Basically, Ive been getting the runaround from Invitation Homes about any compensation for all the work Ive missed and will have to miss because someones gotta be at the home when the works being done and at this point I dont Im not getting any help. Im not getting any information. I request calls back. I request information in writing they dont respond. Ive been so worried about the home. I dont have the money to just pick up and move, but I hada home inspection done because I was that stressed. The home inspector told me theres **** ***** under the home, theres a leak thats why the floors are rotten cause they are never drying and I dont know who else to turn to and I feel like Im owed atleast the money theyve cause me to miss for no reason.

  Business Response

  Date: 03/25/2025

  Invitation Homes has received and reviewed ******* Parents 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.        
  
  Invitation Homes acknowledges the concerns raised by ******* regarding the flooring issues and the delays in the necessary repairs. We understand the frustration caused by the prolonged situation, and we are actively addressing the repair process. After further review, we found that multiple attempts to resolve the issue were made, including visits from different vendors to assess the subfloor issue. We are committed to ensuring that the necessary repairs are completed, and that ******* is provided with appropriate updates and support moving forward.
  
  Additionally, we understand the concerns raised about compensation for time lost and the financial impact of the ongoing issues. Invitation Homes is reviewing these concerns and will work directly with ******* to reach a fair 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:03/14/2025

  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 highly disappointed with invitation homes, they do the bare minimum but want to charge their renters crazy rent and other charges. We have been tenants of invitation homes going on 4 years now and this is the second home we have had with them. The first home we had, wasnt lived in for years and when we moved in you can tell they did the bare minimum to clean it, when we turned the shower on there was a knocking sound, we put in a work order and the guy listened to it and just told us ooh itll go away, its because the home been sitting for years. Now to our current home, from day one it has been an issue, first infestation that they tried to tell me it was something different, to the roof leaking in the master bedroom and to this day after many work orders put in, multiple coming out looking at it doing everything but really fixing the issue. Today was the last straw, we are close to suing them. I have been having an issue when every time it rains in leaks into the master bedroom and now it is in the wall. When it first happened it soaked our floor and they did nothing about it just told us to put down towels, we have 2 immune compromised children and can not have mold in the house and water just soaking into the floor can cause that under the carpet but they dont care. Now our walls is bubbling and becoming soft and they just keep sending people out and no resolve, we even had one of their own contractors tells us there is dry rot and siding needing to be replaced but yet nothing, our gutters are half way falling off in the front has been since we moved in and nothing. There is an area in a bathroom that you can see they did a quick patch job so they can get the house rented back out. They are terrible and way to expensive to treat their paying residents this way. Either they need to fix the issues with in their company or be shut down because this is unacceptable.

  Business Response

  Date: 03/24/2025

  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.        
  
  Since receiving the complaint from Zaporah, an Invitation Homes Maintenance Supervisor met onsite with Zaporah to discuss the repairs needed and the plan to repair the roof, flooring, siding, and bathroom. The Maintenance Supervisor created a work order and assigned a contractor to evaluate the roof for replacement which will address the interior leak at the main bedroom. Replacing the roof will prevent the water intrusion issue from recurring in the future. We have created a work order and assigned a general contractor to repair the drywall in the master bedroom and repair the poorly completed patch in the bathroom. When the roof replacement and interior drywall are completed, we will schedule the designated carpet and flooring throughout the house for replacement. In conjunction with the roof replacement, drywall and flooring issues we have evaluated the siding and assigned a contractor to replace all dry rot siding with new siding, prep and paint. The Maintenance Supervisor has conveyed to Zaporah the timeline and plan for completion of repairs as well as provided their contact information and will be following all work through to completion. The Maintenance Supervisor will be providing weekly updates to Zaporah until all work has been completed.
  
  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:03/14/2025

  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.

  It all started on June 10, 2024 and continued until I was evicted 11-27-2024. So I made my first work order regarding the water 6-10-2024. I do have pictures of this work order with pictures attached. There was no cold water in the home. The water was coming out of the faucet while the cold water was on after running for 20 minutes at 78 to 83, I also have pictures of the thermometer they were using to see how hot the water was coming out of my home. At this point . have made six work orders and they have sent out five different companies to assess the water, including ***************, who I had to reach out-to myself. then comes June 11. My air conditioner starts having issues. June 11 until my eviction on 11-27-24, I had to have portable air conditioner units in my home so that I could sleep at night because the temperatures reached 82 to 84 in my house. I had tried to resolve the issue with numerous work orders numerous phone calls to the company They attempted re-pipe the home halfway instead of the recommended whole house. Numerous vendors recommended it be replaced, and Invitation Home had denied it each time. Trying to reach my property manager was impossible. I made a physical trip to their location in ***************** and still received no help however, They denied all of this. They decided that it was my fault. The air conditioner continued to leak Freon and they decided it was my fault that the water was coming out hot. They charged me work order fees totaling over $900and refused to take rent when I could not pay the extra. They refused to tell me why except for it was my fault. Then they filed the eviction, I moved out of the home in December, they had been to the home in January and replaced the door locks and had officers serve an empty home stating that I still live there, knowing that I was not there as they had already entered the home on more than one occasion. Now charging me $16,000 plus rent, and a ton of other fees.

  Business Response

  Date: 03/21/2025

  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.        
  
  Our Portfolio Manager contacted ******* and attentively addressed their questions, requests, and feedback. We provided ******* with the requested information and ensured they were informed about our policies related to their 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.

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because: the company has not tried to work with me to resolve this. Instead I got excuses as to why Im being charged extra rent. I have a copy of a lease stating I moved to a new home 12-17-24, they state thats not enough, they filed eviction in September, sent my rent back to me when I attempted to pay it, then filed eviction and got a writ of possession without my hearing ever being heard. I was fighting them on this matter of the no AC and the cold water issues and they were issues a writ of possession. Mind you I had to correct their lawyer cause the filed the lawsuit including a person not listed in the home who is also an active service member currently stationed in *******. Then I had to point out their writ of possession was to a different address not even the same county cause the miss filed it with the court house. But they still got theirs the evictions was granted on 11-27-2024 they didnt change the address on the writ of possession til Jan 7, 2025 because they did not know. So on 12-17-24 I moved my family out of ****************** Invitation Homes knew we did not reside there and are falsifying information. When I asked them why they sent the sheriffs out to an empty house I never got a response. As you can see in the attachments theres the lease to the new home and the photos which I provided Invitations Homes time stamped and dated by the sheriff for 1/28/2025 and 1/29/2025 yet the move out statement and letter from Invitation homes states move out 1/23/2025 so why lie to law enforcement. Unfortunately there has been to much lying and deceit from the company and they are not willing to admit to their mistakes. 

  Business Response

  Date: 03/28/2025

  Invitation Homes has received and reviewed ******* ****** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. The Portfolio Manager reached back out to ******* and once again explained our policy and Florida Statute. We asked ******* to send us the proof of written correspondence that they submitted to one of our associates advising of their move-out, but to date, ******* has not provided such documentation and said they do not have it therefore wont be submitting. Due to the lack of such documentation, we are unable to make the adjustments they are requesting. 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.