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 IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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  Invitation Homes

  1131 W Warner Rd Ste 102 Tempe, AZ 85284

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  Invitation Homes

  3600 Lime St STE 721 Riverside, CA 92501

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: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.

• Initial Complaint

  Date:02/22/2025

  Type:Sales and Advertising 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.

  Today, February 22, 2025. I was supposed to had moved into my new resident with Invitation Homes. The day before on February 21, 2025, I had a new residence orientation at 9am. The home appeared to be in perfect shape, empty and clean with everything working properly. However, the very next day, which was my move in date at 4pm on 2/22/2025, and upon entering my home via SMARTRENT app, which was accessing with a code, I noticed my home was occupied by someone else. My lock box with the key inside was removed. I never was received a code to open the box to retrieve my house key. So I never had access to the keys of my home. There were personal items inside the home, washer and dryers, big screen tv's, bedroom furniture, clothing, even a dog inside the garage. I tried to call the manager's office to confirm if they accidently leased the property to someone else but being a Saturday and the business was closed, management was not available so i only spoke to answering services. They were able to double check to confirm I indeed was the only person applied for this rental home. I told them i was calling law enforcement since i figured there were squatters there, but after speaking with the police, and after they did a walk through the house for observation, they advised me to be careful trying to maintain my presence here because it's highly possible that another leasing agent rented out the same home. If that's the case, then Invitation homes suppose to be well aware if this property was available or not and for this specific ordeal, its highly unacceptable for me. I could had been shot at and harmed after entering this home. Thank God no one was at home during the time. This is a HUGE NEGLIGENT AND VERY UNPROFESSIONAL. This is not good business AT ALL! I I had to cancel my truck deliver, wall mounting services today among other pricey moving preparations...I will be escalating this matter and do not wish to be a tenant with this company.

  Business Response

  Date: 02/27/2025

  Invitation Homes has received and reviewed ******* ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Leasing Manager connected with ******* and apologized for their experience upon move-in. We confirmed the home had trespassers and we are actively trying to resolve this issue. ******* was offered and accepted a full refund of all monies paid.
  
  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:02/22/2025

  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.

  own a residence next to Invitation Homes. They are not taking responsibility for a fence they paid a contractor to install a few years ago. The fence is falling apart and they are claiming I own the fence. If they are going to be ***** about ownership, do you really want to rent a residential property of theirs? What happens if they say that is your responsibility which is what you see in a lot of Invitation Homes reviews. Renter beware.

  Business Response

  Date: 03/03/2025

  Invitation Homes has received and reviewed **** Hanagriffs complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  This is currently in process with our maintenance team. We have updated **** and will continue to provide updates during the process until completion.
  
  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: 03/03/2025

  I have reviewed the business response and I have heard from Invitation Homes. Some issues are under way to resolve

   There is an injury to a minor that has yet to be resolved.

• Initial Complaint

  Date:02/22/2025

  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've been renting from invitation Homes 1/22/2024 have major issues that hasn't been fixed with the home Hvac unit not working correctly water leaks gas leaks mold made several complaints with the maintenance department tried to contact the property management team never heard anything back o contacted Cherokee ****** a renewal specialist she informed me she forwarded the emails to the property manager I'm still haven't heard anything it's been over a year I tried uploading the pictures having issues with that i do have proof of neglect

  Business Response

  Date: 03/04/2025

  Invitation Homes has received and reviewed Taichunta Bankstons 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 Taichunta and currently, there are two outstanding issues we are working towards resolution on. The **** issue is in process, and the vendor who completed the work last year is returning to evaluate.  There is also a remediation work order scheduled for March 6th to clean up areas of the home that have some discoloration.  They are also making repairs to an exterior outlet that was not sealed correctly causing the water intrusion.  The gas water heater was also replaced and was the source of the gas leak mentioned by Taichunta.  We will follow up with more detail as we complete the remediation and **** work orders.  
  
  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: 03/12/2025

  I am rejecting this response because:   
  My health and safety has been heavily ignored and negatively impacted. None of the work has been worked on or completed except the mold and the water heater. It took entirely too long for this to be completed. I have been living without AC and heat for over a year and have been sick on multiple occasions. There is still a mold issue due to the whole not being fixed and water still coming into the house. I am requesting to be reimbursed with my last three months of rent to be compensated, which is not enough for the safety neglect and damage to my health due to the companies lack of care and response. 

  Business Response

  Date: 03/18/2025

  Invitation Homes has received and reviewed Taichunta Bankstons 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 was unable to connect with Taichunta as they have been unresponsive. Invitation homes has had multiple affiliate vendors out to the home to complete repairs and address Taichuntas concerns. The discoloration concerns were addressed in work order *********. The gas leak/water heater issue was resolved with work order B13605168 by replacing the water heater. The **** issue was addressed on B13712100, and the vendor reported the system is functioning properly with no signs of leaks, disconnections, or blockages. Currently, there is one work order left drywall repair which is scheduled for March 22nd after Taichunta re-scheduled from March 17th.
  
  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: 03/29/2025

  They have not completed everything and I've only been contacted by the maintenance department im still dealing with the hvac unit not working and other problems with the home it's only far that I get compensated for how I've been treated doing the time of me renting from invitation Homes 

  Customer Answer

  Date: 03/29/2025

  They have not completed everything and I've only been contacted by the maintenance department im still dealing with the hvac unit not working and other problems with the home it's only far that I get compensated for how I've been treated doing the time of me renting from invitation Homes 

  Customer Answer

  Date: 04/01/2025

  Good morning this is ********* ******** i file the complaint # ******** about my property management team invitation homes about the neglect of the home  repairs not been fixed or completed i didn't have the time to respond to the email i had two deaths in my family sorry for the the late response but they have not completed everything wrong with the home Hvac unit still not working correctly and they still haven't made an offer to accommodate me with how I've been having to live in the home over a year of heat and ac not working correctly the foundation leaking water on the home that's why I had mold they never fixed it just removed the dry wall im just asking for theses things to be completed and rent to be reduced 

  Business Response

  Date: 04/07/2025

  Invitation Homes has received and reviewed Taichunta Bankstons 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 Taichunta. The only open maintenance item (B1371212) is for the drywall repair which Taichunta scheduled for 04/19/25. We confirmed with Taichunta there are no other maintenance related issues with this home but ********* is still upset that the **** affiliates ** has had out to the home have determined the unit is functioning correctly. Per our vendor on site on 03/15/2025: "It has been determined that the **** system is functioning properly, and all ductwork is intact with no signs of leaks, disconnections, or blockages." 
  
  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:02/20/2025

  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 are in a rental property under Invitation Homes and have been without heat since 10/17/2024. Work orders and phone calls have been placed. Emails have been sent but nothing has been resolved to this date 2/20/25. The company has not contacted us or responded to any of our phone calls or correspondence. They send technicians out but no one has repaired the heater. They come and leave with no resolution.We have had to purchase portable heaters for our bedrooms. There is a pregnant tenant and a disabled tenant on the property. The property manager has not offered any assistance.This is inhumane treatment of their tenants to make us go this long with no heat and not even offer to bring in portable heaters for the house. And we are paying for it.

  Business Response

  Date: 02/27/2025

  Invitation Homes has received and reviewed **** Walkers 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 sent a technician back to the home to assess the heat after it stopped working again. The heat was repaired on February 25th.
  
  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: 03/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/20/2025

  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 reached to a vendor to clean the air duct since my children have been getting sick constantly since moving in Invitation homes. I was told the air ducts were full mold. After reporting to invitations homes at least 3 times, I was denied service. A month later after my last request for service, I was charged almost $600 dollars for air conditioning services that I was told were denied. The air duct are still blowing black and gray substances because the air duct cleaning was never done. I don't understand how checking the air conditioner was resident responsibility. The vendors never looked at the air ducts.

  Customer Answer

  Date: 03/03/2025

  After I submitted my claim on February 20, I spoke to ****** at Invitation homes om the 21st who went above and beyond to research for upper management and myself. I would like to commend ****** for her amazing work to rectify this issue. There is still the matter of the mold that has been an issue before we starting renting the home.

  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.        
  
  Invitation Homes has reviewed the complaint submitted by ****** regarding air duct cleaning and associated A/C service charges. We appreciate the opportunity to address Latoyas concerns and provide clarification on the actions taken to resolve this matter.
  
  Upon reviewing the rehabilitation and work order history, we found that the A/C coils had not been cleaned since 2017. Given this oversight, we determined that the charge was not appropriate and have removed it from Latoyas account. ****** has been informed of this adjustment and expressed satisfaction with the resolution.
  
  To prevent similar issues in the future, Invitation Homes is strengthening its service request review process to ensure maintenance history is thoroughly assessed before denying service. We are also improving communication protocols to provide residents with clear and accurate information about covered services. Additionally, we are working closely with our vendors to enhance the evaluation of air quality 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: 03/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently pay 1845 per month in which I pay a certain amount,(Georgia ************** affairs). I had been emailing IH that I was out of work(health issues) for months and housing notified them of the back pay. ** has failed to respond to any emails nor comfirm such. I was left with a letter( that was stuck on my doorstep taking me to court for a outlandish claim of me owing over 7000. being that ivitation homes will not go over 30 days without nonpayment of rent.. I have continously reached out via email and phone with no explanation as to the how I owe this much in rent with no notification or resolution to this matter. ( all receipts,emails will be available upon request)I also have been a 4 resident with no prior history of said matter,

  Business Response

  Date: 02/21/2025

  Invitation Homes has received and reviewed Mecca Kelleys 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 Meccas complaint, the Property Management team reached out to and informed them that we have submitted a request to our accounting department to make the necessary adjustments based on their new HAP contract, effective February 1, 2025. Once the adjustments have been completed, we will follow up with Mecca to provide an update and confirm their correct balance.
  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:02/19/2025

  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 would like to complain about this company as a whole but I can use today 2/19 as a specific date. This evening at 7:20pm I received an email stating that charges were being sent to me for a maintenance request that I placed on 1/7/25. The maintenance request was to come look at our roof because after hurricane ******, we lost a few shingles and I wanted to make sure our roof still had integrity. Invitation Homes sent out a contractor to come look at the roof. We were told that our roof needed to be replaced and then Invitation homes closed out our request stating that it was completed. We never received a new roof. And now we are being charged $96.04 for a roof as renters. To continue on last year 11/15/23 I put in a service request because on 11/14/24 in the middle of the night the stucco fell off the top of our house and crashed into the roof. Invitation Homes had a third party vendor come out and look at the home and we were told stucco needed to be replaced. Invitation Homes took it upon themselves to just caulk it back together and never replaced the exterior of our house. And even today they are trying to make us pay for sod when we the tenants put in our move in inspection that our grass was not sob but different varieties of weeds and grass. They are now telling us we are responsible for replacing the lawn. They charge their tenants for every little thing and yet never properly replace anything. *** friendly reminders that usually dont charge home buyers, well invitation homes charges their tenants for every piece of mail the *** sends. Especially when its about replacing the lawn with sod which should not be our responsibility.

  Business Response

  Date: 02/28/2025

  Invitation Homes has received and reviewed ******* Garrisons 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.        
  
  Lindseys concerns are currently in review process with our maintenance team, compliance team, and property management team. We will be updating ******* during this process as 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:02/19/2025

  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.

  My daughters room floods every time it rains heavily, making it uninhabitable. Weve been trying to get it fixed since we moved in a year ago, but the issue stems from the foundation. Instead of addressing the root cause, only temporary patchwork has been done, which hasnt resolved the problem. Theres a strong possibility of mold growing under the carpet, if it hasnt already, which is especially concerning because my mother, who lives with me, has COPD.

  Business Response

  Date: 02/26/2025

  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 Krystals complaint, the Property Management team attempted to reach out ******* but have unfortunately been unsuccessful. We have also sent an email to discuss the Early Termination and Transfer process as a potential resolution to their concerns.
  
  Regarding the flooding issue, our records indicate that the last work order related to this matter was completed on October 1, 2024. Since then, there have been no additional work orders opened by the residents for us to respond to. To ensure this matter is properly addressed, our **************** Representative will continue reaching out to ******* to gather more details on when the issue reoccurred and determine the necessary next steps for resolution.
  
  Additionally, our maintenance team has a scheduled work order for the stove and faucet, with an Invitation Homes technician set to visit the property on 03/03/2025. While there is no existing work order for the porch, we will be reaching out to ******* to gather further details regarding the reported damage. If the issue requires more than a technician can handle, we will dispatch a vendor to assess and address the situation.
  
  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:02/18/2025

  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.

  Hello,I made a ticket to have some floor panels replaced in the beginning of January at my home at my home. It got assigned and a technician came out to pull up the flooring a month and 1 week ago (as of writing this 2/18).What should have happened after they were pulled up was Invitation scheduling a team to come out to replace the floor panels that were pulled up. I was under the impression that the one pulling the flooring would be the one to replace it. However, this didnt happen. I then had to make a separate ticket to have replacement of the panels. Invitation sent one team out to measure my floors for the replacement weeks ago and they took a panel to match the color and I never saw this team again. They 2nd team out the week of 2/10/25 and they came to replace the floors but brought the incorrect panels and had to leave and said they would submit a bid for the correct panels. Someone from Lessen (invitations maintence scheduler) called me 2/17 and asked me when was I available and i gave them dates to give to the vendor. 2/17-2/18 I never heard from the vendor all day after my call with Lessen so I called Invitation back. I was told that my ticket had to be approved before it could be scheduled. Which made no sense because why I called on 2/17. Then i was told theyd do something about getting it escalated. A few hours later today 2/18 suddenly the ticket is now cancelled. At this point, I just need the floors panels replaced because Ive had to walk on cracked concrete in my home for 5 weeks (as of 2/18) which is insane. I keep getting the constant run around from both the US and outsourced team. I skipped over details about how Ive called several times over weeks now, was given an email that does not work to email my concerns and Im fed up with this nonsense. Ive tried to be cool about the issue but now Im getting irate about this. Can I just have my floors replaced? It should not have to take nearly 2 months to complete this.

  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 was contacted by *** to replace some floor panels in the home on January 27, 2025.  We had a vendor go out and quote this job and then asked for a second opinion on that quote. When you ask for a second opinion, sometimes they leave the first opinion closed when the second opinion comes in. We went with the first vendor to complete the process. They finished the job February 25, 2025.  We apologize to *** for the delay. *** would like a maintenance supervisor to come and review the repair that was completed. When asked about the billing adjustment in the complaint, *** said they would rather be satisfied with the repair that was done.  
  
  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.