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

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  Invitation Homes

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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:03/18/2025

  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.

• 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.

  This complaint is regarding significant damage to my vehicle caused by a malfunctioning garage door at my Invitation Homes property, on December16, 2024. Despite repeated attempts to resolve this issue amicably, I have yet to receive a satisfactory response or resolution from Invitation Homes.The incident involved the unexpected and uncontrolled descent of the garage door, resulting in substantial damage to my vehicle. This was further complicated by Invitation Homes providing inaccurate contact information for their liability insurance provider, a company with which they severed ties in 2019. My efforts to rectify this situation have involved numerous communications, including more than ten phone calls with various representatives and multiple emails to the *********************************** and Portfolio *********** date, I have received no meaningful response or action to address the damage caused. This lack of responsiveness is particularly disappointing given my five-year tenancy at this address and prior experiences with unsatisfactory service and unwarranted charges. The fact that the damage remains unrepaired four months after the incident is unacceptable and demonstrates a significant failure in addressing resident concerns.This situation is compounded by Invitation Homes' policy requiring tenants to maintain insurance for property damage, while simultaneously failing to take responsibility for damage caused by their negligence. The potential for serious injury to myself and my grandchildren, who frequently use the area where the incident occurred, was significant.While I have attempted to pursue a resolution outside of litigation, the lack of progress leaves me with no alternative but to seek legal counsel. Invitation Homes' consistent failure to provide adequate customer service, maintain necessary repairs, and accept responsibility for their negligence is unacceptable, especially considering the substantial rent payments made by tenants.

  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.        
  
  Invitation Homes acknowledges the incident that occurred on December 16, 2024, involving a malfunctioning garage door, which led to significant damage to Cynthias vehicle. We deeply regret the inconvenience and frustration this has caused and are committed to resolving this issue promptly. Invitation Homes has already initiated an investigation into the circumstances surrounding the malfunction, and we are working to provide ******* with the necessary information regarding our liability insurer to facilitate their claim. We will continue to work directly with ******* until we reach a 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:03/13/2025

  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.

  Florida has a law called the WARRANTY OF HABILITITY: It's a fundamental concept in FL landlord-tenant law, requiring landlords to ensure rental properties are in a safe livable condition. The essential amenities like running water, functioning heating, and properly working locks must be provided. Landlords must also maintain common areas, manage pests... In *******, the "warranty of habitability" obligates landlords to provide and maintain a safe, livable environment for tenants, and failing to do so can lead to legal consequences for the landlord. The ************************ filed a complaint against Invitation Homes for such damages that were incurred by the tenants. Invitation Homes has agreed to a proposed settlement order that would require the company to turn over $48 million to be used to refund consumers harmed by its actions. The corporate landlord will also be required to clearly disclose its leasing prices, establish policies and procedures to handle security deposit refunds fairly, and stop other unlawful behavior. ******************************************************************************************************************************************************************************************** When I had all I could take, because my son has health issues now, being seen by a doctor due to the mold issues, that has went ignored, I threatened to file with the **** Invitation Homes is now strong arming me into moving out at my own expense. They refuse tlet me break my lease without penalty. They came in on top of me,completely ripping out drywall, bathrooms, tiles and fixtures. No one offered to move me. They sent their team in to tear down the house, litteraly. A repairman told me it is is so they could rent it out immediately after. Black mold was never resolved. No mediation of the mold. I have no ceilings in my dining room where rats coming in thru the roof that leaks. Ceiling fan sparks in my son's room (they did replace that 6 months later). There is more!

  Business Response

  Date: 03/21/2025

  Invitation Homes has received and reviewed Saradi Mooney’s 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 met with Saradi regarding their concerns in the home.  We would like to additionally apologize here for the lack of timely resolve of the maintenance issues.  We have a plan in place to resolve the issues and a manager handling the project in the go forward.  We do not consider this matter resolved at this time and will continue to work with Saradi directly until we reach an amicable agreement and a resolution to the maintenance issues.
  
  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:   

  To whom it may concern

  Two members from Invitation homes came to my home this  and witness first hand the issues that I am dealing with.  The members of Invitation Homes were Caitlin Dempsey and Josua Blazier.  Please be advised that there were no agreements or arrangements made to suffice the issue.  I directly stated to Caitlin that I am requesting all rent paid to be returned back to me, including my deposit. In addition, I am asking that my lease end on June 5th, 2025 with no penalty.  She stated that she was off on Thursday, however she would call me on Friday morning, after she spoke to her managment.   I texted her Friday morning that I had not heard anything from her, and I am just following up.  She left a voice mail with me that she had spoke to "Ryan" and he said that he would waive next month's rent as a "starting point".  I tried to call her back twice and only received her voice message.   In the meantime, Joshua Blazier sent pest control out.  The Pest Control Representative clearly stated there is nothing he can do without Invitation Homes repairing all the holes in the roof and that the house needs a new roof after seeing all of the damage, rot, holes, and mold in and on the roof.  

  This is not acceptable.  I have lived in this for two years, being ignored by Invitation Homes as to the conditions of the home.  This is not acceptable.  My son is sick.  Caitlin and Joshua seen the doctor's statement, and Caitlin was sent a copy.  A month's rent is not compensation, and definitely not a very good starting point.  I will await to speak with Caitlin, as she said that she will call me on Monday.  

  My concern is that with Caitlin leaving to take another position in another state, that my issues will be thrown aside. Caitlin stated she will contact me again Monday.  

  Again, because of failure on Invitation Homes to maintain Florida's warranty of habitability law,  I am requesting for all of my past rent refunded back to me in full, including all hidden fees that was ever paid from the beginning of my lease.  I am requesting for my security deposit to be refunded as well.  I am requesting that my lease end June 5th 2025 with no penalties.  I will ask for a letter of recommendation for myself as paying renter, and that my file as a tenant of Invitation Homes never show "ill will" against if I ever need them for referral if needed.

  I will keep BBB informed.  Please be advised that I have not agreed to anything with Invitation Homes at this time.  I sincerely thank you for you support during this stressful time for my family and myself.  

  Thank you.

  Saradi Mooney

  Business Response

  Date: 03/27/2025

  Invitation Homes has received and reviewed Saradi Mooney’s complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  As stated in our previous response, we do not consider this matter resolved and are still working with Saradi towards a resolution. We understand Saradi’s frustration but as we have discussed with them, we will not be able to accommodate their compensation demands for back rent.  We have provided a fair offer to assist Saradi for April and will be happy to review for anything further once the work is complete. Our maintenance supervisor has direct communication with Saradi as well, and they can contact him any time with questions they may have regarding the work being completed.
  
  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:   

  The answer from Invitation Homes is not accurate nor correct.  I verbally let Caitlin Dempsey know exactly what I needed. She stated in front of two people, Lillie Ponder and Joshua Blazier that she would get back to me by Friday.  She was going to speak with someone name Ryan Quillen about compensation.  Caitlin agreed that this lease would end on June 5th, 2025 with no penalty, and my security deposit would be returned.  She stated she would send that to me in writing that day, when she got back to her office.  (I did not receive this as of today (3/27/2025).   Caitlan Dempsey also stated that I was due compensation because of the condition of this house, the repairs that went ignored, and what my family have been going through.  She stated that compensation usually comes when all work has been completed but in this case she would reach out to Ron Quillen. Both she and Joshua seen the doctor's letter (and a copy was also emailed to Caitlin) about my 8 year old son illness because of the black mold in this house.  NO ONE WANTS TO ADDRESS THAT ISSUE, if you noticed in either of Inviation Home's response to you.  My son's health issues due to being exposed to these molds in this house was never addressed back to the BBC.

  Also, Caitlin stated that same day that she was leaving in 2 weeks and takiing another position in another state.  But again, stated she would call me Friday.  On Friday, I had not heard from her.  I called to see how we are moving forward.  I had to leave a voicemail because she did not answer.  Her voicemail now says that she out on maternity???   Caitin Dempsey finally left a voice mail and stated that  she spoke to "everyone that she needed to talk to" and to go forward and get the home livable again so that at least maybe we could at least enjoy the last few months in the home before we leave.  She stated that Ryan Quillen gave her the "go ahead"  that we may be entitled to something toward the end, but that he was giving me April free.  She stated that was the starting point to waive next month's rent as a show of good faith.   I tried to call Caitlin back but she has not returned my call, nor has she sent me anything in writing as she said.  She only sent an email to confirm her voice mail.   However, in the email and also she did state, that if I found a home to rent when I move in June, If it was through Invitation Homes that she would work something out with me.  Since  then I have emailed her two Inviation Home properties that would fit the need of my family in the area that I am moving,  I have heard nothing back as of today.  03/27/2027.   I also feel that I should not have to pay anymore rent for the remainder of my stay here, since I am being bombarded with people coming in, taking pictures for quotes, and trying to push 2 years of ignored issues with this home into the last couple of months that I am here?  Obviously, this is trying to make me uncomfortable and force me to leave before June.  Which Caitlin and Joshua know the circumstances that I cannot leave until June due to my 8 year old  He is autistic and his school will end at the last part of May.  He goes to school that meets the needs of his disability with his therapy, classes, and psychology needs.  I can't just up and leave.  He has to finish out his school year.  They both stated they understood this.  However, this is getting a bit overwhelming and I feel that I am almost being bullied.  I still stand by the failure of Invitation Homes to provide the  Florida Law Warranty of Habitability.  

  In saying this, I feel that Joshua Blaizer and Caitlin Dempsey are doing what they are allowed to do.  This is not personal because I know that after both of these people seen the condition of this home and how we are being forced to live, that there was a definite issue and that I had been ignored for two years.  Both have agreed, and it is in writing as well to you.  I feel that there is someone above them, perhaps Ryan Quillen that needs to addressed.  One month's free rent?  That is an insult.  He is not aware of what has happened.  Invitation Homes makes communication almost impossible.  Emails, phone numbers, names.... are never given.  As for me, I was able to access names by pure accident and just happened to be able to get a hold of Caitlin Dempsey thru an email that she had been copied on.  However, you can never contact the upper management.  Employees of Invitation Homes act like it is a violation to ask for upper management information.  

  I am still waiting for the reply and contact from Caitlin Dempsey so that we can move forward.

  Thank you.

  Saradi Mooney

  Customer Answer

  Date: 03/31/2025

  As of 03/31/2025, I have been abandoned of any help.  I received and auto reply that Caitlin Dempsey has taken a position in North Carolina.  She abandoned me and never sent me anything that we had discussed in writing, as she promised.  I don't even know who has taken her place here in Florida.  No one will give me the email of Ron Quillen, whom she stated was her "boss".    I have been told that if an employee were to give me the emaill address of Ron Quillen, they could be fired.   According to Caitlin Dempsey; Ron Quillen is the one who said to give me 1 month free rent in show if "good faith".    I am asking for April and May Rent to be "given to me" as well as my security deposit.  In addition, as has been agreed that my lease will end June 5th 2025, with no penalties. And monetary compensation which Caitlin Dempsey stated Ron Quillen had agreed.  Due to the Black Mold, and the mildewing from not having a ceiling has ruined a complete living room set, 4 matress sets, and more items that this mold as festered into.   INCLUDING MY 8 YEAR OLD AUTISTIC SON who is having nose bleeds and headaches.  I am having migraine headaches that I am taking prescriptiona from my doctor....     One month does not show good faith, for two years of this disaster.  Caitlin Dempsey was to be back from her "PTO" today.  I tried to reach out to her thru her email and received an immediate auto reply:

  Automatic reply: 1246 CUNNINGHAM CREEK DR / SAINT JOHNS FL 32259
  From: Caitlin Dempsey
  12:36?PM (4 hours ago)
  Reply to me
  
  ?Thank you for contacting me.  I am no longer in our Jacksonville market and have transitioned to a different team.  Should you need immediate assistance, please contact the Jacksonville office at 904.423.4850.
  

  For urgent issues related to maintenance, please call (888) 330-4969 or click here to submit a request through the maintenance portal.
  
  For any emails received for the Carolinas market, I look forward to helping you and will respond within 48 hours of when our office reopens.

  ===============================================================================================

  I called to find out who is taking my case, and no one has any answers.  I emailed Laquesia Barron ([email protected]) and Katrina Ransom ([email protected]) with whom I have spoken to before.  Neither has returned my email.  I was able to get in touch with Joshua Blazier who is the Maintance Manager, however he stated he was not aware that Caitlin had already gone, and was not able to give me any other information, as it was out of his department.  

  The crazy thing is that now, at the risk of repeating.....No "free April" shows... My account portal shows rent due, added with all kinds of fees and "administrative violation fees" that were not there before!  I need to be able to speak to someone in upper managerment.  I was told by Caitlin on the voicemail prior that I would see the "free April Month" showing the good faith from Ron Quillen.  That's not on there at all.  Again, I need April, May, Deposit, and no penalty for the June 5th ending of my lease.  I will also expect the compensation that was promised to me by Caitlin Dempsey, who also stated that Ron Quillen had agreed has agreed to as well.  I have that Voice mail documented and recorded as well, with text.  However, she stated in the same message that compensation is not usually paid until all work is finished.   That is unacceptable, as work will be ongoing here long after my June 5th date ending my lease.  

  The BBB knows that Invitation Homes has admitted that they IIA) had let this happen as they stated their fault in the reply to the BBB complaint. The direct violation of the Florida Warranty of Habitability.  Landlords must maintain rental properties in a safe and habitable condition, ensuring tenants have the essentials for comfortable living.  This is NOT happening.  Who has my file now?  Who do I contact now?  I have been completely abandoned by Invitation Homes.  I sincerely need your assistance.

  Respectfully,

  Saradi Mooney

• Initial Complaint

  Date:03/13/2025

  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 live at the address provided above and I rent the house through invitation homes. I have been living in this home for almost 7 years in November 2025. I pay my rent on time. I submitted a maintenance request on 2/19/2025 due to my oven being broken. It will be a month next week and nobody has came to look at my oven to fix it nor replace it. I have 2 kids that I cook for. I should not have to go a while month with a broken oven, Every time I call I'm getting different representatives with the same excuse. They haven't found a vendor in the area. It shouldn't take a whole month to find a vendor to replace my appliance or to just get a new one installed. I'm tired of getting the run around about my situation. My stove is a necessity to daily living for me and my kids. Not to mention there are so many other issues that needs attention in this house, Like I've stated I have been here for 7 years. They have not once came to even check on the house since I been there to make sure it was even still standing. The house is already old and raggedy,. I'm unable to request for any of my other issues that's going on to be fixed because they cant even get to the first request I put it. This is ridiculous and unacceptable.

  Business Response

  Date: 03/20/2025

  Invitation Homes has received and reviewed Tylah Davidsons 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.        
  
  *****************************, current resident at ******************, contacted Invitation Homes on 02/19/2025 regarding a maintenance request for an oven repair. ******** stated that no one has come to look at the stove nor replace it. The vendor has been trying to contact the resident to schedule the work order for the oven repair.  Per the vendor, the residents stated they would contact us with a day and time to schedule, which has not occurred.  The vendor will continue to contact the residents for scheduling.
  
  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:03/13/2025

  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.

  Invitation Homes has been a headache and stressor since renting from them. They constantly put charges on my account that they can never submit proof of. They are stating that I have to pay a total of $894.95 including my rent amount of $19.95 that has been paid via check already. I have received an email stating that I have 30 days to surrender. They placed a $875 violation on my account that only stated resident responsibility without any further explanation. I haven't received any correspondence via email or mail in reference to the charges that were placed on my account on February 24, 2025. I am constantly receiving charges from them. I spoke with ****** who stated that he was the manager and stated to me that they have been charging me $25/day since May but if you divide $875 by $25, that doesn't add up to that timeframe. I also received a letter in my door yesterday stating that I have 30 days and it was from ******* but when I called to speak with her, I got the run around and had to wait 24 to 48 hours for her to return my call. I have been calling since March 3rd when I logged in to pay my rent and saw the charge of $875. They did to be regulated and shut down as they are constantly harassing me with charges that always seem to magically disappear and they change employees constantly.

  Business Response

  Date: 03/24/2025

  Invitation Homes has received and reviewed ****** Murphys 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 connected with ****** and emailed them a copy of the invoice for the *** fines that we were billed for and paid on their behalf.
  
  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:03/12/2025

  Type:Sales and Advertising 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 a charge $679.97 for an exterminator because we had rats in the house. Invitation homes wants us to pay for this. The house had numerous openings in the crawl spaces the roof and side of the house. How is that my responsibility to cover those holes? We keep bags with aluminum cans and plastic bottles to recycle at the end of each month. Invitation homes is saying they want us to pay because the bags of recycling is whats attracting rodents. I dont see how thats possible. All those openings the house had that the exterminator sealed were there way before we ever moved in. When something is wrong at the house Im scared to call because they always try to charge us for the repairs. My name is ***** pinky. I live at ***********************************

  Business Response

  Date: 03/20/2025

  Invitation Homes has received and reviewed ***** Pinots 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 made attempts to reach ***** on March 13th and March 18th. On March 19th, the Portfolio Director was able to speak with the resident and discussed the necessary work order results providing reasoning for the chargeback which included documentation on how the bags with aluminum cans and plastic bottles outside of the home can create an environment that is prone to rodent activity. The Portfolio Director advised that we adjust the billing so that ***** is only responsible for a portion of the charge as a courtesy.
  
  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: 03/20/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising 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.

  Unjust withholding of deposit. I lived in my rental for 6 years. Upon move out I had an inspection done by one of their agents. I was given a few items that required attention, but for the most part he said my home was an easy turn around. Nothing was broken or damaged. I cleaned the home thoroughly (I have pics). Yet they withheld over a thousand dollars of my deposit. I disputed over 800 dollars in fees on 2/28/2025. They have yet to respond. Ive called and left several messages. I have an escalated reference number of: *******. ****** ****** is my contact but she has not responded. Yet, if I owed them money I was threatened to be sent to collections if not paid within 30 days. They charged me tons of charges that they should be responsible for when turning a home around. You should be expected to do light cleaning. Blinds should be replaced every 3 years according to Nevada renters rights policy. There are more examples of these types of charges.

  Business Response

  Date: 03/17/2025

  Invitation Homes has received and reviewed ******* Murchisons 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 communicated with ******* regarding their request for a billing adjustment to their final deposit accounting statement.  Upon review of the accounting statement Invitation Homes agreed to make an adjustment.  An additional refund check will be sent to ******* within 10 business days.  ******* is satisfied as this was the desired outcome.
  
  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: 03/17/2025

  I have reviewed the business response and accept this resolution.