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

  600 N Pine Island Rd STE 100 Plantation, FL 33324

  
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  Invitation Homes

  3600 Lime St Ste 271 Riverside, CA 92501

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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:02/18/2025

  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.

• Initial Complaint

  Date:02/18/2025

  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.

  My lease began on 2/5/2025 and I have not received any form of internet although I am paying $85 for a service they enforce me to get. I would like the internet service I am paying for and to be reimbursed for this month I have not had it. I am paying $45 a month for a smart home fee that I dont have access to. I never received the code to my key pad or to set up the ring camera. I cant set the ring camera up without internet. I have no working kitchen sink, no working toilet, and no working dishwasher even though I was told that I would have these things when I signed the lease after the initial walk-through I was told it would be fixed prior to move in. It was not. They have ghosted me every time I have attempted for them to get anything fixed and suggested I wait until March 28th (6 weeks after my lease start date) to get a working dishwasher. I want reimbursed rent for the lack of working dishwasher that was advertised as an amenity of the home and would like the dishwasher to be replaced per the lease agreement and move-in walk-through agreement.

  Customer Answer

  Date: 02/20/2025

  When I transferred from ***************************** to ********************* I was never provided any welcome information regarding the necessary utility accounts. Additionally, I have now scheduled internet installation three times, and nobody has shown up, nor has any internet equipment been delivered. This has left me without internet access and unable to use the smart home featuresespecially the Ring camera. I am requesting reimbursement for both the internet fee and the smart home fee until these issues are resolved. During the move-in inspection, I was told the dishwasher sprayer was broken and needed replacement. Despite being advertised as an included amenity, maintenance has delayed this repair for over six weeks. As this is false advertising, I request a rent reimbursement to reflect the time I have been without a functioning dishwasher. In addition, we have no working kitchen sink due to a severe leak at the faucet and underneath it, as evidenced by the rotting cabinet wood. This was also pointed out during the move-in inspection. Furthermore, the downstairs toilet leaks, and the back door does not lock at alla significant safety concern as I have two small children under two years of age. My work orders keep getting canceled and pushed back despite property damage due to their neglect. I have called the Georgia main line and the Texas Invitation Homes office countless times over the last two weeks, only to be told the transfer to the main office was unsuccessful. Each time, I was assured a priority ticket was placed for someone to call me back, but I have yet to receive any communication. I expect a written response and an action plan by 2/20/2025 to address the following: Immediate repair/replacement of all broken or unsafe amenities. Compensation for fees, lost wages, and rent adjustments for the time without these amenities. Clear instructions regarding utility setup. Thank you for your attention and prompt resolution of this matter.

  
  

  Customer Answer

  Date: 02/20/2025

  I am writing this email in hopes of finally being connected to the right person who can address the countless unresolved issues with my property in a timely manner. I am also requesting compensation, as these issues stem from Invitation Homes' oversight.
  When I transferred from ***************************** to *********************, **** did her best to navigate the initial issues. However, I was never provided any welcome information regarding the necessary utility accounts. I attempted to transfer my power account, only to be informed by ************* that they do not service this property. I also received no information about gas utilities.
  Additionally, I have now scheduled internet installation three times, and nobody has shown up, nor has any internet equipment been delivered. This has left me without internet access and unable to use the smart home featuresespecially the Ring camera. I am requesting reimbursement for both the internet fee and the smart home fee until these issues are resolved.
  During the move-in inspection, I was told the dishwasher sprayer was broken and needed replacement. Despite being advertised as an included amenity, maintenance has delayed this repair for over six weeks. As this is false advertising, I request a rent reimbursement to reflect the time I have been without a functioning dishwasher.
  In addition, we have no working kitchen sink due to a severe leak at the faucet and underneath it, as evidenced by the rotting cabinet wood. This was also pointed out during the move-in inspection. Furthermore, the downstairs toilet leaks, and the back door does not lock at alla significant safety concern as I have two small children under two years of age.
  I have called the Georgia main line and the Texas Invitation Homes office countless times over the last two weeks, only to be told the transfer to the main office was unsuccessful. Each time, I was assured a priority ticket was placed for someone to call me back, but I have yet to receive any communication.
  I spoke with ******** yesterday, who claimed to be part of my leasing team. She promised to send me an email update regarding the maintenance issues, but no such email has been received.
  Given the severity of these ongoing issues, I have filed a complaint with the Better Business Bureau (BBB). If these matters are not addressed immediately, I will have no choice but to involve legal counsel. However, I hope we can resolve these issues without taking that step.
  I expect a written response and an action plan by 2/20/2025 to address the following:
  Immediate repair/replacement of all broken or unsafe amenities.
  Compensation for fees and rent adjustments for the time without these amenities.
  Clear instructions regarding utility setup.
  Thank you for your attention and prompt resolution of this matter.
  Madison ********
  *********************
  ****************
  ************
  *********************************

   

  Dear Invitation Homes Team,
  I am writing to express my concern and frustration regarding the handling of my recent work orders, particularly the abrupt cancellation of a scheduled appointment for emergency leak repairs.
  A technician (**** *******) had confirmed their availability for tomorrow morning between 8:00 AM and 12:00 PM. However, the appointment was unexpectedly canceled and rescheduled due to additional work orders being added. This last-minute change has caused significant inconvenience, including the loss of wages due to my having to take time off from work unnecessarily. ******** (external maintenance manager) proceed to cancel work orders and caused further delays.
  Given the nature of the emergency and the impact on my schedule, I expect to be compensated for the lost wages caused by this poor scheduling and lack of notice.
  Please let me know how Invitation Homes intends to address this issue, as well as any steps being taken to improve scheduling processes for future work orders.
  Thank you for your prompt attention to this matter.

   

   

  Business Response

  Date: 02/25/2025

  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 ******* via email to confirm their internet services are now activated and working as expected. The smart rent equipment (keypad and Ring camera) is also working. Regarding the repairs, the kitchen sink and toilet are fixed, and a replacement dishwasher has been ordered. It will be installed upon receipt. Additionally, the Portfolio Director will be meeting with ******* to discuss the requested billing adjustment once the dishwasher has been installed.
  
  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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We left an Invitation Home, they sent us a refund check and we misplaced it and it is over 60 days and cannot be cashed. We have called several times and talked to "*******" who has told us they would reissue our refund deposit. It's been months and still waiting and calling and waiting and calling.

  Business Response

  Date: 02/21/2025

  Invitation Homes has received and reviewed ***** and ******** ******** 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.        
  After looking into the matter, it appears that a new check was requested back in December, however, there was a delay on our end in completing the process. We have reached out to our accounting department, and they have re-issued the check. We have informed ******** that the check will be issued today, 2/21, via *****. The tracking number was provided for reference, and the forwarding address was also confirmed. 
  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:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a property from Invitation Homes from Dec 2023 to Dec 2024. Invitation Homes have withheld part of my deposit for damages which they claim were caused by **** have contacted invitation Homes by postal mail and email to clarify what the charges/damages are, but they have not responded to my requests. I believe these charges to be false and Invitation Homes are intentionally ignoring my correspondence.

  Business Response

  Date: 02/24/2025

  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.        
  
  The local management team reviewed ***** request, and a refund will be sent to ***** forwarding address once the adjustments are completed by accounting.
  
  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: 03/06/2025

  I am rejecting this response because: I am yet to receive the agreed refund. 

  Business Response

  Date: 03/07/2025

  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.        
  
  A refund check of the agreed upon amount was requested and mailed to **** on February 25, 2025.  If **** does not receive the check due to delivery issues with ****, the original check will be voided and a new check will be reissued. 
  
  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:02/17/2025

  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.

  In December 2024, I applied for a home to rent (******************) through the Invitation Homes website. I was told the home would be available January 18th. I was contacted by ***** ****** early January with an offer for a different house with one more bedroom and less rent amount in my preferred area, Natomas (because the 1st house was "too damaged"). I accepted and my application was transferred to the 2nd house: ****************. In late January, A week before the available move in date, my application was cancelled through email saying that unauthorized occupants took over the home and that I can find another home on their website or be refunded my holding deposit and application fee. So I found one of their homes that's in *******, but outside of my kids school district (*****************), availability end of February 2025. I was told if they can get the Del Sol house back then my application can be moved back to that property. So I continued to wait without an expected move in or availability date for the Del Sol home. They got the Del Sol Property back and moved my application again 2/7/25.Then last Friday, I get another email from ***** that the Del Sol property is too damaged and they are not moving forward with my application and will send me back my holding deposit and application fee. Invitation homes wasted 2 months of my time and I just have to wait for them to send me my money back through the mail. I hope to get my money back by March and that it doesn't take months to get it back. After seeing their 1 star ****** reviews I'm very concerned about my money not being returned in a timely manner and am disgusted by the constant disappointment with their properties being damaged an unavailable but they take money for holding deposits.

  Business Response

  Date: 02/21/2025

  Invitation Homes has received and reviewed Shonquinta ***** 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.        
  Shonquinta applied for a home on ************* on 12/08/2024. The Leasing Specialist was notified on 01/09/2025 that the home was not going to be available to lease based on the extensive work needed once we received possession back from the prior residents.  We transferred Shonquinta to another suitable home on Del Sol Way, which they pre-leased. Unfortunately, the current residents of the home did not vacate on their planned move-out date, resulting in the home not being available. We quickly transferred Shonquintas application to the home on ***************** on 01/24/2025.  The Leasing Specialist communicated with Shonquinta that should the home on Del Sol Way become available, we would give them the opportunity to transfer back to it. We received possession of the home on Del Sol Way on 2/06/2025, at which time they were notified and requested a transfer back to that home. The Leasing Specialist was again notified on 02/14/2025 that the home on Del Sol was also in need of extensive work, thus making it unleasable.  We were unable to transfer Shonquintas application back the ***************** home due to another application being received for it. The Leasing Experience Manager was unsuccessful in finding another home to suit Shonquintas needs.  The Leasing Specialist requested a refund 02/17/2025 for all funds paid, which included Shonquintas application fees and hold fee. The Leasing Experience Manager spoke to Shonquinta on 02/18/2025 and apologized and explained that this is not the experience that we want for our applicants. She let Shonquinta know that she would work with the Portfolio team to expedite the refund.  The ********************* is expediting the refund to go out via ***** for Saturday delivery on 02/22/2025. 
  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: 02/26/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:02/16/2025

  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.

  Please see the attached file since your website only allows for 2000 characters. I have detailed this complaint there.The gist of it is that Invitation Homes is charging me for some sort of weed service for a total of $454.56. I have disputed the charge many times and asked to speak to someone from my local office. All of my phone calls have been ignored. They started hand delivering me a threat of eviction starting on the 10th of this morning saying I didn't pay my rent when I paid my rent in full. All the details are in the Documents attached.

  Business Response

  Date: 02/24/2025

  Invitation Homes has received and reviewed Zaidat Poczonteks 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 connected with Zaidat and thoroughly reviewed the disputed charge. Following an in-depth discussion of the findings, we concluded that the charge was not valid. As a result, we agreed to remove the charge from Zaidats ledger.
  
  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: 02/26/2025

  I have reviewed the business response and accept this resolution. The charge is still showing on my account as of today, February 26th, 2025. So I hope it is removed within the next 72 hours and that my payment portal is activated again so that I can pay my rent.

  Customer Answer

  Date: 03/02/2025

  The company has still not removed the maintenance charge from my account. It is now 03/02/25 and the last day to pay rent is tomorrow. Since they don't separate charges from rent I cannot pay via the portal. The portal is also NOT giving me an option to pay with my bank account, only card, which comes with even more fees. This means that I have to now go and drop off a check at their home office which is not close to where I live in order to pay rent on time and not be charged a late fee. I really wish this would be handles in an more urgent manner. I also wish I was not treated this way as a long time renter with this company.

  Business Response

  Date: 03/11/2025

  Invitation Homes has received and reviewed Zaidat Poczonteks 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 connected with Zaidat and apologized for the charge not being removed in a timely manner. The ledger has been updated and is reflecting and correct balance.
  
  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:02/14/2025

  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.

  We moved in 2023. They would only allow us to start lease the middle of june despite me not moving until july 2023. Fine. we paid pet deposit and dog died on the move. i notified them immediately and the intent of not getting any other pets, no return of pet deposit despite the dog never touching house. when i inquired further they told me i should of asked sooner. I asked 5 times over the 1.5 years we were there about it. we filed to move out due to me being disabled and the condition of the home nad lack of insultation being terrible i was in soo much pain constantly. I notified them and they stated they would send us the paperwork and do a move out walk through. neither occurred. we never eve received the move in walk through they stated they would do. we moved out in two weeks and notified them. still nothing. i got to pay the electric and things they used they cut us out of the payment website. still nothing from them even trying to fix it. the pipes in the home broke twice back to back because they did not repair them properly causing the home to flood and mess up our stuff. a week after move out they email me a let they email us with a bill for ***** dollars. we left the home in more immaculate condition than when we moved in except for a spot on the carpet one of my kids did. i'm appalled to be treated so badly. getting charged because a screen fell off the top window and we didnt have a ladder to put it back on is crazy. they are unprofessional and non communicative. i can provide a lot more information but it wont fit in this box. There is mold in the home due to no insultation and the result of the pipes breaking as well.

  Business Response

  Date: 02/25/2025

  Invitation Homes has received and reviewed ****** Colons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  ****** **** (Director of Operations), Kareika ****** (Portfolio Director), and ***** *** (Assistant Portfolio Manager) reviewed Brandis complaint. They reviewed the reason for move out, the lease term, and move-out charges. It was determined that the residents vacated prior to the end of their lease and were charged a termination fee as outlined in the lease agreement. The lease offered a buyout agreement with an Early Termination fee equal to the amount of two months rent. We were unable to get an agreement to vacate and the ****** vacated prior to the end of the lease. We have agreed to credit the move-out statement for the damaged window screen but based on lease, the termination fees are valid. We reviewed the prior maintenance concerns, and they were resolved. The home was not deemed uninhabitable and has been re-leased. We apologize for ******* experience with their move out but based on the terms of the lease the remaining charges are unable to be credited.
  
  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:02/13/2025

  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 rent through Invitation Homes and part of the contract is that they deal with major issues. Our heater is not functional and we requested maintenance on it, they sent out one of their Vendors and such vendor let him know that there is bigger issues with the unit and whoever installed it did not do it properly as the unit overheats.Invitation home has denied pretty much every quote he sends and they want to have an easy fix instead of fixing the problem. The nights are cold and there is children in the home as well.Friday the 7th I spoke to the Regional Manager and I requested they at least provide small units as it's cold at night. The response is it has to be under 40 degrees per their policies to provide anything. Now A week later nothing has been solved and calling their maintenance number does nothing at all, all they do is write notes. I have requested to speak to another manager and said they cannot provide. At this point this is a cry for help. I also suggested to buy my own heaters and get reimbursed again the answer was no. It's impossible to get through someone that will actually help.They should adjust the rent for the days including weekends that they are taking to repair this issue

  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.        
  
  On 2/26/2025 we reached out to Alheli and apologized for the recent heater repair that took Invitation Homes multiple attempts to repair.  Invitation Homes understands the inconvenience Alheli and family endured due to this repair; therefore, we calculated a concession for the time Alheli and family were without proper heating and applied the concession to Alhelis ledger.
  
  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: 03/08/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/13/2025

  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 currently rent from invitation homes. I have been a resident in the same home since 2015. Recently we requested to have the garage doors evaluated because they were broken. One the chain was off and the other wouldnt open. They changed both garage doors. At the time we were told we would not be charged because it was due to wear and tear. We later received a bill for over $2000 added to our rent. We called to dispute the charge. We were told to pay our regular rent and some one would call us regarding the dispute and/or work out a payment arrangement. We were advised to do that until the issue was resolved. It has been well over 6 months without resolution. This week they returned our rent payment stating that they dont accept partial rent and we have a balance of $4500. They have started eviction proceedings and have yet to return our calls.

  Business Response

  Date: 02/20/2025

  Invitation Homes has received and reviewed ********* Stringers 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 dispute and validated the maintenance charge. Our service team confirmed during the inspection there appeared to be an attempt to manually open the garage door with the slide lock. Since the doors were locked, the center ****** **** off the panel. This damage is considered resident responsibility. Invitation Homes understands that a charge of this size might cause a financial strain and agree to accept the rent and set up a payment plan for the repair charge over a three-month period.
  
  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:02/13/2025

  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.

  My Son and daughter in law applied to Invitation Homes ***** paid $110 to run their credit, to rent a home. They were advised that they did not qualify on their on based on their credit. They had to pay another $165 to reapply $55 x3, and add me as a cosigner. I have good credit and income. I applied online and did an electronic verification of all my personal and business bank accounts. Immediately the next day the application was cancelled, stating that I did not submit proof of income. I left a voicemail with ***** ********, asking what else is needed. Since everything was verified electronically with my bank. ***** ******** has never called me to this day. My son and daughter in law also tried, and several text messages were sent asking what it is that she needs. I also called the customer service phone number they stated they would have the agent call me that never happened. I decided to download the bank statements and upload them and try to reach agent again. She never answered the phone, but finally answered a firm text message I sent. ***** text back, denied ever receiving voicemail messages, and texts. Stated she would have the compliance team check into it. Then she text me asked me to upload articles of incorporation or K1. I submitted the articles of incorporation. She then proceeds to send an email to my son and daughter in law that I didn't submit the documents requested. To date she has never called me to advise what she needs, at this point I don't know if this is a scam or not. So we are requesting the application fees be returned, and advise all 3 credit bureaus that they ran our credit in error. I will proceed with more reputable real estate agents. I will be filing a report to the state, all 3 credit bureaus, the news reporters as well. Totally unacceptable business practices.

  Business Response

  Date: 02/21/2025

  Invitation Homes has received and reviewed ******* Santarapias complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  On February 21, 2025, we spoke with ******* and agreed to refund all application fees paid along with the updated forwarding address. We have taken immediate action to process the refund, which will be issued via overnight ****** ******* will be provided with the shipping information once the refund has been sent. We sincerely apologize for any oversight in this matter and are committed to working directly with ******* should they have any further questions or 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.