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

  8601 Dunwoody Pl STE 520 Sandy Springs, GA 30350

  
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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  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:03/02/2025

  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.

  Greetings, I was renting a home that was manage by Invitation Homes. The owner of the home gave me the option to purchase the home. I was approved for a mortgage for the home and my closing date was schedule for 01/28/2025. But the owner has to reschedule the closing date for 02/07/2025. Since I was still under the rental agreement until 02/15/2025. I paid the full amount of $1575.00 for February rent. Invitation Homes deducted $843.75 for February rent. So I am due back $731.25. I have email and called Invitation Homes *******, ** office and the corporate office in ******, *****. But no will email or call you back. I just want my $731.25.

  Business Response

  Date: 03/10/2025

  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.        
  
  Upon receipt of ***** complaint, we connected with them directly to provide an update. Our accounting department has confirmed the refund of $731.25, and we are currently working to see if we can send the refund via ***** for overnight delivery. Yura expressed appreciation for the follow-up and stated that they would be on the lookout for the refund in the mail.
  
  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: 03/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a single-family home from Jan. 2022-Jan. 2025 through Invitation Homes **** Invitation Homes withheld our entire $3,100 security deposit on fraudulent charges and charged us $54.15 in *********** move-out inspection, the agent informed us the carpets were in good condition and only needed to be professionally cleaned per our lease or we would be charged a $160 cleaning fee. Instead, our move out statement included multiple charges stating "Resident damaged carpet, and it needs to be replaced cannot be cleaned," which totaled $1,006.32. The carpets were stained before we moved in, as documented by a maintenance request.Additionally, we were charged $425.80 for allegedly breaking the door of a 12-year-old microwave, but we had previously reported that the door was peeling off in November 2023 when we were charged a $75 fee for the door handle and successfully had the charge reversed due to the age of the unit (see photos). Also to note: as seen in the photo, the unit is "not for built-in installation," so it was installed improperly before we moved in. Rather than replace the door handle, Invitation Homes opted to glue it down as a temporary fix. The issue with the microwave is documented in a maintenance request.Fraudulent charges also included replacing screen doors which were broken upon move-in (see photo).I have many more examples.

  Business Response

  Date: 03/10/2025

  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 ********, the Assistant Portfolio Manager called and spoke with ******** directly to further discuss their concerns with the move out statement and disputed items. After speaking with ******** and confirming all the items listed on the move-out statement in question, the Assistant Manager conducted a detailed re-review of the disputed items. Upon completion of the review, the Assistant Manager provided a formal response to ******** on which items Invitation Homes agreed to reverse and which charges stand. After ******** confirmed receipt and agreement with the review, the Assistant Manager submitted a request to Invitation Homes accounting department to process the adjustments.
  
  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:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I removed myself from a lease in July 2018 connected to Invitation's property ***********************************. My name was not removed from the lease or my ex roommates frequently added my name back. I have contacted Invitation Homes but they have been unable to prove my residency and I have not been contacted by the property manager for further information as promised. There is a collection for two months of rent connected to my name which should not have been associated with my information after July 2018. The collection should only be in ***** ****** name and not joint. I need a resolution as soon as possible as this has now affected my application for a new apartment. Thank you.

  Business Response

  Date: 03/03/2025

  Invitation Homes has received and reviewed ***** Westendorfs 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 ***** and reviewed their concerns the account reported to Fair Collection & Outsourcing due to an outstanding debt at time of move out. To resolve Sarahs concerns appropriately and provide the best possible service, we requested any supporting documentation regarding Sarahs removal of the lease, however, ***** could not provide such documentation. Additionally, the local management team researched the history of this request and did not find evidence of ***** being removed. We advised ***** that if they can provide proof, we are happy to review.
  
  Sarahs account is currently under collections with Fair Collections and Outsourcing (FCO). Since the account is now owned by ***, all communication regarding the account must go through the agency directly. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against ******* ******, the Portfolio Director at Invitation Homes, regarding her unprofessional and negligent conduct in handling an issue related to my rental account. Since February 11th, 2025, I have made over six attempts to contact ******* by phone and voicemail regarding a credit that should have been applied to my rental ledger. Despite my consistent attempts, ******* has failed to respond to any of my messages, nor has she provided any explanation for her lack of communication.I am extremely frustrated by this lack of response, especially given that Moniques refusal to engage with me seems intentional. It appears that she is deliberately ignoring my inquiries so that the 1st of the month will pass, and I will be forced to incur a late fee. This is a highly unprofessional practice, and its clear that ******* is taking advantage of the situation by ignoring my efforts to resolve the ********* a tenant who has consistently paid on time for over a year, this experience has been a significant disappointment. I have always maintained a positive relationship with the property and have never been late on any payments. However, Moniques neglectful behavior is now jeopardizing my financial standing by potentially charging me an unnecessary late fee.Given the gravity of the situation, I request that a representative of higher authority, above *******, reach out to me and provide a thorough explanation as to why I have been ignored. I expect clear communication and resolution of the issue at hand as soon as possible.Thank you for your attention to this matter. I trust that the BBB will take the appropriate steps to address this complaint. Please feel free to contact me via phone or email for any further information.Sincerely,*** *******

  Customer Answer

  Date: 02/27/2025

  This issue has now been resolved by Monique 

  Business Response

  Date: 02/28/2025

  Invitation Homes has received and reviewed *** ******** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The local management team connected with *** to advise we provided a concession to offset the high electric bill.
  
  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:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company illegally filed eviction when I wasnt even residing in the home yet, after taking my money. Then locked me out of the account , company then harassed me after losing three checks, then filed eviction agin right as the signing of a new contract, I sent a check per our contract they sent it back I sent it agin via certified funds after cashing still left me locked out my account, and caring over a balance from a contract that was signed a voided out bills that were included in the contract. Company then refused my rent, and filed *************

  Business Response

  Date: 03/07/2025

  Invitation Homes has received and reviewed ******* Berrys 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.        
  
  ******* signed a lease on March 15th but moved in on April 15th of 2024. The ledger corrections were made in August 2024 I the amount of $2422.87. No rent was paid after corrections were made. The residents were contacted in September 2024, October 2024, November 2024, and December ************************************************************** December, the residents were offered Second Chance, which waived 50% of the balance due. The residents were credited half of their balance, and they paid the remaining balance owed. On February 7, 2025, ******* submitted their January rent, but did not pay February rent which caused an eviction filing.
  
  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:02/26/2025

  Type:Product 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.

  Im ******** Luchidio, Invitation Homes tenant since December 2018. Address ***************************************************. Since 2018 I have had renters Insurance that renews automatically unless cancelled. ****** cancelled my renters insurance but Invitation Homes have been charging me for extra renters insurance on their end. I have been having this issue every year and I have to make lots of calls to reverse the charge every year. From 4/20/2024 to 10/1/2024 and January 2025, Invitation homes have billed me for renters insurance home liability policy premium and home liability policy admin fee every month. I have been calling, emailing, am told theyll work out to refund the premium. Recently they only refunded the premium for January 2025. I am still following up on the other premiums, but I seem not to get help while months go by. When I call or send emails to invitation homes am told they have forwarded the case to manager and it will be resolved. I would like invitation home to refund all the premiums they have billed on my account with the admin fee. Since its a headache to get the refunds, may they please stop billing my account when I am in good standing with my renters insurance that covers the home.

  Business Response

  Date: 03/06/2025

  Invitation Homes has received and reviewed ******** Luchidios 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 Invitation Homes ******************* spoke with ******** regarding their billing concerns where they did not receive credits for insurance. ********* account has been updated to reflect the credit added to offset the insurance charges while they had active insurance.  We consider this resolved.
  
  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: 03/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rent from Invitation Homes in **********, ** and have been at this home since Nov. 2019. This house received a notice of violation for landscaping, specifically for lack of ****** along the fence line that is visible from the street. There were no ****** in any of the spots when I moved in and have never been in these spots since the house was built, or when Invitation Homes bought this house in 2014. Invitation Homes sent me a notice of a work order to plant ****** along the fence line to comply with the village code. Now they are trying to charge ME $1900 for the ******. I filed a complaint with the *** since they brought a class action suit against Invitation Homes for bogus charges and other practices against tenants. I should not have to pay for new landscaping on a property that I do not own

  Customer Answer

  Date: 02/28/2025

  This case has been resolved by Invitation Homes. Thank you BBB and ******* ******** from Invitation Homes.

  Business Response

  Date: 03/04/2025

  Invitation Homes has received and reviewed ****** Hardys 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.        
  
  Upon review of the invoice and discussion with ******, we found that ****** were installed in areas where they did not previously exist at move-in, and mulch was not applied by the vendor despite being listed on the invoice. Because of this, we have removed the charges related to those items. However, ****** remains responsible for the replacement of the Coco Palm ****** along the outside of the fence. These ****** were previously replaced due to a prior violation, and as outlined in the lease agreement, maintaining them is the residents responsibility.
  
  As a result, we have reduced the total charge, reflecting only the cost of replacing the Coco Palm ******. ****** was satisfied with this resolution and has agreed to update the BBB accordingly.
  
  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:02/26/2025

  Type:Customer Service 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 from this property for over five years since Ive been living there it has been so much headache, lack of customer service to residence complaints.I finally got a chance to move out of this property. They had my deposit of over 1500+ an insurance check of $500 Which covered any expense I needed to move out and yet they still sent my account to collections after they sent me a ledger stating that owed zero dollars, so now Im in collections because they Looking for ways to exploit people like theyve always been doing bullying and manipulating resident Im filing This complaint, exposing of their bullying and corporate slumlords that they are.

  Business Response

  Date: 02/28/2025

  Invitation Homes has received and reviewed ******* ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Invitation Homes reviewed the dispute regarding the account balance after ******* vacated the home. The statement of security deposit was sent to the ******* notifying them of the $1,729.33 balance. It did not state the balance was $0.00. Additionally, when ******* vacated, there was an outstanding amount left on the account totaling $3,174.33 which include unpaid charges during tenancy. The security deposit of $1,445.00 was applied to the outstanding amount. Invitation Homes is unclear on the reference of $500.00 sent by an insurance company. There is no such record of that payment. We regret that ******* is not satisfied with the history with Invitation Homes. We hope these details help to settle the inquiry.
  
  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:02/25/2025

  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 currently leasing with the property address listed above. Since prior to my leasing terms( 2023) at walk though, this company continues to break the leasing terms as set for them and what I signed and expect to be executed as written. I have to frequently take the lead to request and address issues with billing, payments, utilities, they lack effective communication with myself in my lease, they refuse to address concerns as indicated to prevent further damage and dangers to safety. They fail to communicate without myself having to follow up and make additional request that are denied and reasoning and explanation is not given to me with any notice. I have a broken stove, a leaking faucet, a dangerously rusted and damaged porch that have occurred over time and continue to happen due to the lack of follow through with repairs expected for resolution.

  Business Response

  Date: 03/03/2025

  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 connected with ********, and maintenance contacted them to confirm what repairs were still needed. Currently, as of 03/03/2025, we have an open plumbing repair for a cold-water supply line and an oven replacement due to vendors on site not being able to repair. The original plumbing repair was closed out due to resident scheduling. We spoke with ******** and was advised that they still wanted to schedule and have the work orders completed. We let ******** know they should be getting a call from a plumber to work with their schedule to confirm a time they can resolve as well as provided an update on the oven replacement and to look out for a call from the replacement affiliate well.
  
  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: 03/13/2025

  I am rejecting this response because this compliant response is the example of a one sided assumption of correctness in execution of leasing terms. Merely stating how customers matter and your business practice is focused on ethical and legal standards does not make this the experience or service that is delivered on a consistent basis. I can without hesitation provide details and will do so as they need to understand my complaint more clearly with BBB. My experience with this organization has been subpar at best and does not support that statement. The plumbing/appliance issues were the final straw to my pervasive lack of effective leasing contracting as expected with this leasing agency whom thrive on fees and demands and does not operate in the same equal execution of said lease, even missing my original requested repair date, that I had to reset for their lack of delivered services and so making statements that they are working with me for scheduling is only due to their continued failures to respect their own schedules, as well as mine when I have to miss work to waste time waiting for their staff to arrive. I made a very generalized complaint discussing leasing practices and their response to this said complaint is assumed to be based on my current maintenance issues, again failing to ever address bad business standards to just highlight their assumed effectiveness at errors that continue to occur in my current residence due to their lack of appropriate and  only cost savings to their business with ineffective repair and up keep. Since attempting to lease within the application process, which is also not effective, I submitted all documents and followed all outlined processes and was told my timing was incorrect, so they held my application fees and requested another fee to be paid. I did oblige and then began with another home selection, paying fees and following processes outlined, I was the approved for another property but was told less than 2 weeks before move in that they were informed that the newly assumed and newly approved home application, found them unaware that they had squatters in and could not be moved into as signed and fees paid to do so. I then was assigned the same home( current residence) that I was told I was timed out of applying for. Prior to that move in, it was I who had to alert them that the entire outside ***** for the home's heating and air system was missing and not operational when due to move in, as a previous inspection failed to occur as outlined in their own leasing terms.  Move in didn't occur as expected and had to be pushed back 2 additional weeks as well as requiring that all fees be paid on my part and having to wait on relocation, I incurred my own relocation fees as well as timing issues, and had to follow up and demand all services be done prior to moving in. My current leased home was not cleaned after the last tenant vacated, again until I requested it be done. Issues were noted in my walk through that I again located that to date have been unfixed and/or failed to be fixed in the best way as deemed by IH. These issues include serious violations jeopardizing my safety and my family's safety (i.e. an entirely rotted back porch with both loose railing, rotten wood, broken pieces, and a clearly rotted and broken fencing, rotted chimney and leaking foundation). I am also currently dealing with their internal struggle to have correct and accurate data with my  county utilities providers, requesting services already active and unaware that to no desire of my own, was already active but still requiring fees be paid in my leasing payment for already paid fees for said utilities. The lack of corporate organization and effective communication within all depts requiring that I the tenant follow up with calls to address issues both as they arise, need attention, and are expected to be addressed/corrected in timely ways is exhausting. The infrequent staffing and misinformation that continues is a continued representation of failure to offer what they state and write as IH standard. I sought to make a public complaint because of what I have been dealing with in silence my time with IH and can not allow anyone else to suffer through without fair and accurate reporting. The ** statements continue to assume they are doing what they write in effective ways which is not truly a representation of their daily delivered business practice.  I as the tenant have followed all the rules and expectations of me in said leases, which IH seems to daily and ineffectively decide when its convenient to this business and not as expected in our signed lease.  As this has been a move that occurred for personal reasons, I will not with good intention/reasoning renew another lease and locate to a new, hopefully more effective company, that will respect their own demand and terms as well as my needs as a tenant.  
  
  

  Business Response

  Date: 03/20/2025

  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. We were able to connect with ******** and are still attempting to resolve the cook top replacement due to the unit not having a serial number and a previous vendor not providing clear measurements. We spoke with ******** on 03/19/2025 and will only schedule after hours service due to vendors being on site multiple times and not completing repairs/ replacement. We will approve after-hours service and attempt to escalate to have the cooktop replacement completed. The open work order for plumbing issue at the home has been escalated to be completed and is currently scheduled 03/20/2025. We will continue to work with ******** to resolve these matters. 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:02/23/2025

  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 submitted a maintenance claim on February 8th regarding a foul smell in our rental home, coming from our crawl space. Per our rental agreement, we cannot access the crawl space so we requested Invitation Comes come out to investigate. The agency sent a maintenance worker out on Feb 10th and they found a broken pipe under the crawl space, leading to sewage pouring into the crawl space.Invitation homes sent out a secondary crew on February 12th to repair the pipe. However, the person noted that there is a large amount of water and sewage, so the smell would ********* is not February 23rd and despite all of our attempts to get in touch with Invitation or explain the severity of the smell, they have not cleaned out the crawl space. Our home has water and sewage under it, which is a huge hazard and is making our home inhabitable. The organization needs to treat this issue as urgent, given the nature of what were living in.

  Business Response

  Date: 03/04/2025

  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 ******** the Maintenance Team reviewed the issue and created the necessary work orders. The home experienced leaks from a drainage pipe in the crawlspace causing it to affect the vapor barrier below and seep into the soil. There were two plumbing repairs completed prior to the submission of this complaint. Per the work order that was created, it was found that the vapor barrier and some affected insulation needed to be replaced as well as a treatment to the soil below. This work started on 02/28/2025. During the remediation of the crawlspace, a secondary leaking pipe was found, and a work order was created to address this new issue as of 03/03/2025. Contact with ******* was made, and they are aware of our process and plan to get this issue taken care of as soon as possible. ******* has the Maintenance Supervisors phone number and can contact him with any additional questions or concerns that may come up until the work orders are completed. Insulation in the crawlspace is scheduled to be replaced on 03/04/2025. Invitation Homes maintains that no further action is deemed necessary currently, and concerns are being addressed appropriately.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.