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: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.

• 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 rented through 2024. They are currently scamming me out of $800 for painting and $200 ozone treatment because the tenants before us had dogs - 2 years ago! All of which is considered "normal wear and tear". They went around and put blue tape in all the areas of the house that needed paint, to make it look like it needed a lot. Complete BS as we left the house in better condition than when we moved in. I took a video when I moved out. They bought the home from Excaliber Homes and are blaming us for everything in the house, even though its all the same condition or better.

  Business Response

  Date: 02/17/2025

  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 Portfolio Director for the home was able to successfully communicate with **** to discuss their move out statement. After conducting a thorough review, the Portfolio Director was able to resolve the issue with ****. The necessary adjustment has been made to the account and **** has been informed that an additional refund will be sent to their forwarding address on file.

  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.

  Invitation Homes is our landlord and has left us without heat for two days in below freezing temperatures. They sent two people out who said they couldnt fix it and it needs to be completely replaced but no one at invitation homes will talk to us and keeps saying we will get a call back which we havent. Our house is 48 degrees and dropping and they are not doing anything to fix the issue. It is unsafe living conditions

  Business Response

  Date: 02/20/2025

  Invitation Homes has received and reviewed ******** Kings 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 13th, we received Samanthas complaint. The Portfolio Director contacted the resident by phone and informed ******** that the work request that was submitted on February 12th would be escalated to expedite scheduling since Colorado was experiencing cold temperatures. A hotel stay was offered if scheduling could not be expedited, and this option was declined by ********. A technician with one of Invitation Homes *********s visited the home on February 13th to diagnose the issue, and concluded the unit had a restricted duct system causing overheating which was compounded by a dirty evaporator coil. The duct system needed to be updated for air volume. During this visit, the technician cleaned the evaporative coil, adjusted fan speed, and lowered gas pressure.
  
  The Maintenance Manager requested a second opinion proposal to ensure we addressed the root cause of the issue. The second ********* concluded a replacement and revision of duct work was needed for the home. The second ********* made several visits on February 14th, 15th, and 16th, to complete all work and restore the heat. On the morning of February 17th, ******** contacted the Portfolio Director to express concerns about the heat and it was concluded a different size filter is required for the new HVAC system. The Portfolio Director confirmed that Samanthas spouse contacted Second Nature to correct the future filter sizes.
  
  Due to the delays in resolution, the Portfolio Director provided a concession for the days Samanthas household was without heat. We feel we are providing a fair concession and do not have the ability to apply credits to the original form of payment but have offered to apply the credit to the account ledger.  The Portfolio Director also explained that she would have the Maintenance Manager schedule a visit with ******** or another leaseholder to review the other maintenance concerns at home. Once the Smart Home issue is repaired and there is confirmation the correct filter sizes have been shipped, the Portfolio Director will review for any additional credits related to these issues so all factors can be included in the decision.
  
  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.