Complaints

This profile includes complaints for Invitation Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

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  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

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  Invitation Homes

  5509 N Cumberland Ave Ste 505 Norridge, IL 60656-4748

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  Invitation Homes

  8601 Dunwoody Pl STE 520 Sandy Springs, GA 30350

  
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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Invitation Homes regarding a longstanding and unresolved safety issue at my residence, which has now escalated into an unjust financial charge.Since moving into the property managed by Invitation Homes approximately two and a half years ago, we have repeatedly reported the issue of loose and unstable step panels. Despite multiple service visits, the problem has never been properly fixed. Instead, technicians have applied temporary or inadequate repairs, which have ultimately worsened the condition of the steps. These poor fixes have directly resulted in physical injuries from falls that both I and members of my household have experienced.The situation has reached a new level of concern, as we are now being charged $511 for work that was never completed. The last technician to visit the property brought step panels of a completely different color than the existing floor, did not install them, and left the issue unresolved. This charge is unjustifiable considering the work has not been performed and the underlying safety hazard still exists.We have documented the damage with photographs that clearly show the condition of the steps and the substandard attempts at repair. Despite this, Invitation Homes has chosen to bill us instead of resolving a problem that has persisted since our tenancy began.

  Business Response

  Date: 05/21/2025

  Invitation Homes has received and reviewed ***** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  In receipt of the complaint, the Assistant Portfolio Manager reviewed and reached out to ***** regarding their concern.  ***** moved in on 12/16/2023 and placed a work order for stair repair 02/26/2025.  Upon inspection it was noted that sections to the stairs were loose and damaged, the first block of steps are almost all cracked.  After the pictures and vendor comments were reviewed it was determined to be resident caused damage, resulting in the charge being placed on Marias account.  Since the payment was made after the third of the month, the Assistant Portfolio Manager explained the reason for the charge to the resident and reversed the late fee as a one-time courtesy.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We rent a home from Invitation Homes (IH) that we are required to give a minimum **************************************************************************************************************** to a month-to-month lease at the end of the current lease. We provided our notice to vacate via email (in accordance with our lease) to the assigned leasing agent who contacted us, Ms. ******* ******, on 4/24/25. Our lease ends on 6/27/25. Sollena responded on 4/25/25 stating "Hello *******, Thank you for your email. I have updated your record and our office will send you and any other leaseholders a Notice to Vacate form via DocuSign."After providing timely notice to vacate in accordance with the lease, we received a Docusign form with a lot of language in it, which is not noted in or required by our signed lease, requesting signature of all lease holders to sign that they intend to vacate. I questioned the need for this form as it is not called out anywhere or required in our lease and I told our leasing agent I was not comfortable signing this if not required by the lease. on 4/25/25 I then asked her to confirm it was required under our signed lease and to point out where it is required in the lease. Since then, I have sent six additional emails to ******* ****** with another leasing agent cc'd with NO response. Our experience with ** has not been a good one. We are already concerned they will try and keep our security deposit due to the recent *** lawsuit and pending settlement with ** specifically regarding this and other junk fees. However, my concern here is that they are requesting additional signed documents outside our lease AND mainly that they have NOT updated our file that we gave timely notice to vacate on 4/25 and will try and push us in to a month-to-month lease because we did not sign this supplementary form. We were told we gave proper notice, but the fact that we are being ignored now after questioning the additional form is very concerning.

  Business Response

  Date: 05/15/2025

  Invitation Homes has received and reviewed ******* Waterstreets complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.           
  
  The local management team spoke with ******* regarding their concerns about submitting their notice to vacate. We confirmed that ******** notice was received and processed for their lease end date. We clarified that the form sent to ******* was for additional documentation but is not required. We also provided details about the move-out process and addressed the concerns. ******* expressed satisfaction with the assistance provided.
  
  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:05/12/2025

  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 received a violatioin regarding the front yard area. In June 2024, they sent a company out to remove the concert and replace it with something else. ** decided to replace it with wood chips. The company came out removed the concrete, place a large plastic over the dirt and covered it with wood chips. Around August 2024, I noticed weeds growing from the chips as well as the neighborhood cats using the wood chips as their litter box. I reached out to IH maintenacnce **** and report this issue. They sent the same people out who placed the chips down. They informed me they could not do anything about the weeds growing. So, I again reached out to IH maintenacne **** and asked how we could resolve this. I was advised to water the chips to keep the smell down and someone would contact me. No one did. As the months went on, the weather changed a lot and things slowed down. But, now Spring is here and the cats are active again as well as more weeds growing thru the plastic. I received a bill from ** explaining why this is my responsbility. Again, I disagree, ** expects me to clean up cat p*** and weeds that the cats probably pee on. They are expecting we to walk through infested wood chips to clean up the front yard. This is a health hazard and I do have a health issue. This is also nasty and unhygenic. ** decided to go the cheap route and put these wood chips down. And, that is their choice, but don't expect your tenants to clean up or maintain something IH can't even maintain. If this was grass I would have not problem maintaining it like I do the backyard. I keep it watered and I keep it cut. ** offers no solution on how to maintain this. If I water it to keep the smell down, more weeds will grow, the cat p*** sits on top of the wood chips now. So, there is some under the wood chips as well as on top. This is a health hazard and ** needs to find a better solution how to manage this.

  Business Response

  Date: 05/16/2025

  Invitation Homes has received and reviewed ******* Burleys complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents 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 Manager has researched the cause of the weeds in the new bark and the issue of cats reliving themselves on the property. After reviewing the notes, photos, and Elwandas explanation of the course of events that led to the landscaping issues, we agree that further work needs to be completed to prevent the weeds from returning and action is needed to deter neighborhood cats from entering the property. Furthermore, we agree ******* should not have been charged back for the landscape repairs and we have reversed the chargeback.
  
  Work orders have been created to address the weed issue and the intrusive cats. The work orders instruct our vendor to remove all existing weeds and cat excrement currently present and apply pre-emergent over the entire weed barrier to prevent weeds from growing in the future. We have also requested our vendor treat the bark with cat deterrent.
  
  In summary, work orders have been created to address the landscape and cat issues, and we have advised ******* if the problems persist after completion of this work, we will explore further remedies to resolve the issue.
  
  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:05/12/2025

  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.

  Rental deposit not being fully returned, I have rented from invitation homes for over 5 1/2 Years after I moved out an inspection was conducted (Tenant not being allowed) only the property management team. I was mailed a letter dated 1 May with with 44 charges dating back from Jan 2025,?. This is totally wrong and a massive waste of time to have all these charges sent to me and have to review them only to see that the majority were reversed on the next page, as well as being told I owe a ridiculous amount of money, yes I stayed longer with my move out date and I don't dispute those charges, (my stepson was killed) so it devastated. I agree with those but to mail me a check for that amount is an insult and attempted theft, there's no other reason to place a bunch of charges on a form and take them back off unless its bad book keeping, or trying to confuse someone.Also I have written, and sent certified copy return receipt yes it was signed for have my receipt I have sent 4 emails with a read receipt only to see where no personal have opened the emails. Please understand I have time / date receipts as well have been in dispute time compliance with the Florida statues 83.49(3) as it pertains to what was placed in the letter mailed from the invitation homes organization. I would like to be given the rest of my money owed and definitely at a minimum be given common curtesy and professionalism. As stated I have lived at this residence for over 5.5 years not one late payment as a matter of fact 98% paid early, so there's no way on earth I could owe money on the utilities portion of my monthly rent, because invitation homes payment site won't except partial payments all or nothing, Also another interesting fact is that the check was mailed out, prior to the dispute email being read, and also after an invitation homes employee signed for the registered mail dispute letter days after the check was mailed so this business has no intention of doing the right thing sad.

  Business Response

  Date: 05/22/2025

  Invitation Homes has received and reviewed ****** Harelds complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The charges claimed against ******* security deposit are solely due for rent and final utility charges.  All charges for cleaning, damages, and home-turn related chargebacks have been removed and credited back to ******* account. We apologize for any inconvenience caused.
  
  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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint falls VERY much in line of the *** Lawsuit against Invitation Homes (IH) in the **************. I will try and and be brief but there is so much. And with limited space it will be difficult to get it all in. We are currently renting in the address noted in the file. Our property management company at the time (Sparrow Homes) was acquired by ** last year. No notice of course was given, or were given the option to buy the home. Looking back, I did find something odd, we wanted to renew for 26 additional months and the renewal lease said 12 months. I mentioned something about the terms and they simply said that's not an option. To me - they must have known they were going to be acquired for not offering us the additional months. To keep this brief - they are charging us for internet service we do not have. They told us that if we showed proof that we have internet service they will waive the fee. They didn't . I asked for them to remove the charge off the rent and credit our account and they didn't. We do not live in an apartment complex were the complex has a deal with one company. They said because we didn't give them proof in a timely matter they cannot refund the money! So let me say this again - they are charging us for a service we do not have! How can they get away with this? I have neighbors who rent from them also, their rent didn't go up or not being forced to use the internet service because they sent it in their proof on time???? Why does that matter. They have such despicable business practices and I really don't know how they are still in business. As far as the air filters and Smart homes fees I can mention issues I had there too, and again falls in line of the lawsuit. They have NO regard for any tenant concerns and just bully you into their terms it's completely unfair. I would like to keep our internet service and be credited what is owed and have the fee taken off the rent for the remaining terms of the lease.

  Business Response

  Date: 05/16/2025

  Invitation Homes has received and reviewed **** Corgans complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  On Friday, May 9, 2025, the local management team contacted **** to discuss their concerns regarding the fees they had been charged and their concerns about the internet service.  We were able to get an exception to waive the internet package for the resident and removed it from their account.  **** is satisfied with the removal of the internet charge and understands that the filter program will remain.
  
  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:05/08/2025

  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 started renting a house with a pool last year and out pool was always kept well. However over the last couple months I have not been able to swim due to them never cleaning it, but I still get charged monthly. I tried calling maintenance and they are very unhelpful and have no idea what to do. The person they send to clean the pool is terrible he is using green to clean for the second time now in 3 weeks.

  Business Response

  Date: 05/19/2025

  Invitation Homes has received and reviewed ****** Welchs 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 receiving the complaint, we took immediate action. A work order, B13979342, was submitted for a green to clean treatment. We also provided a concession for the month of April to compensate for the residents inability to use the pool during that time. Our assistant property manager, ****, engaged the maintenance department to follow up with the current pool vendor and determine why the pool is not being maintained properly. Our goal is to identify and resolve any service deficiencies. We are pleased to note that ****** was appreciative of our efforts and expressed gratitude for the genuine care shown. We would like to reiterate our apology for the inconvenience caused and assure that we are committed to resolving this issue. As a gesture of good customer service, **** offered a concession for the lack of pool access.
  
  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: 05/19/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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 have been requesting my roof to be repaired. Each time I have ever contacted Invitation homes I have been charged. The roof has been an ongoing issue to the point where I can barely work from home due to contractors knocking at my door day because they can ride down the street and see my shingles blowing in the wind. Invitation homes send a contractor to repair my roof which only took him 20 minutes because thats all invitation homes will pay for. The contractor told me himself that the roof needs to be replaced. On April 21 I get a notice saying I owe $327 right after the skylight was replaced. Ive sent emails and spent hours on the phone trying to talk to someone and Im always being transferred around. Today I spoke with ****** ********* and was told the $327 charge was for my gutters being cleaned. I told her that nobody has come to clean my gutters, I work at home and the office is in the front of the house and my blinds are always open. Seems like Im being charged for the skylight and they are blaming it on anything. I then send ****** States an email for the 10th time stating the same thing and requested a call back. I get a call back because at this point he has already spoken to ****** Ive only been emailing him for over 2 weeks now. He then lets me know that the $327 charge is for a roof repair from last October 2024. Now he has to cover himself because in the email I asked for pics time stamped of my gutters being cleaned. I resigned my lease in Nov 2024. I wouldve never resigned knowing this. Knowing they are fraud and greedy. How is it that a charge from last October shows up on my account right after the skylight repair. He was very rude as well. Theyll find anyway to bill you for a house that needs so much work done and my rent is over $2500 paid on time every month. I will be terminating my lease. I sent that email 2 weeks ago to everyone in the company asking for termination without penalty. Havent heard back from anyone.

  Business Response

  Date: 05/13/2025

  Invitation Homes has received and reviewed Ms. ******** complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. 
  Kareika ******, Portfolio Director, addressed Ms. ******** concern regarding a gutter cleaning charge. While maintenance initially stated the charge would remain, further review confirmed the gutters exceeded the 10ft thresholdmeaning the charge should not have been applied. Kareika reversed the charge accordingly. Ms. ******* expressed appreciation for the prompt reply.
  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: 05/13/2025

  I am rejecting this response because:   Every gutter in ***** is over 10feet. Its ridiculous still on Invitation Homes to wait until I contact BBB to get a response. For 3 weeks I emailed and called and was treated very rudely by each individual I talked to. They were very dismissive. The lady that removed the charge from my account Ive never spoken to her nor was ever told she was a person that could handle my situation. I was written up from my job due to trying to get the $327 removed from my account so that I could pay my rent on time to avoid more fees and avoid having to contact invitation homes to remove late charges. Invitation Homes still today will not return my calls. I sent a demand email on 4/22/25 demanding they let me out of my lease with no penalty and gave my 30 day notice. I still have not been contacted. This house that they are charging me $2700 a month has multiple issues since the day I moved in. I dont trust Invitation Homes at all. They will add things to your ledger just because. The old tenants were charged ridiculous amounts of money for things after moving out that Invitation Homes didnt do before I moved in. I want to walk away from them and keep my 750 credit score and perfect rental history. This company is a scam. It should be against the law what they are doing. They only settled the $327 my asked settlement as that plus the early move out fee to be waived. I am scared to contact Invitation Homes about there home for maintenance concerns due to always being charged. This house has always needed updating and repairs. Even my neighbors talk about this home and previous tenants issues. None of the issues were addressed prior to me moving in. My rent is paid on time every month. This house is not worth more than $1500 a month. They are slum lords. Very greedy and dismissive. I believe invitation Homes will s**** me and put all of there updates on my account for money. This issue with them has raised my blood pressure and anxiety and also gotten me written up for the first time ever. I demand to end this toxic situation.

  Business Response

  Date: 05/14/2025

  Invitation Homes has received and reviewed Ms. Johnsons rebuttal to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. 

  
  On May 12, 2025, Kareika ****** and ******* ******* exchanged emails after ******* reached out regarding a recent billing issue. In her message, ******* thanked Kareika for responding so promptly. She also raised concerns about a $327 maintenance charge that had first been upheld but later reversed. ******* questioned why the decision had changed after she had been told the fee would remain.
  In response, Kareika explained that during a second inspection of the exterior pictures, the maintenance team realized the section of roof needing repair extended more than 10 feet above ground levela key detail that had been missed in the first review. According to company policy, only repairs above 10 feet qualify for that specific charge. In this case, although the gutters are sometimes under the 10-foot threshold, this portion of the roof was not.

  
  ******* also stated in her email that she had submitted a written notice to vacate the home. However, Kareika has followed up twice via emailonce on May 12 and again on May 13asking Tanekia to send a copy of the notice. As of today, it has not been received.

  
  The lease agreement remains active. If Ms. ******* wishes to end the lease early, she may do so by submitting formal written notice in accordance with the lease termination policy outlined in her rental contract.
  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:05/08/2025

  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.

  My mother myself and my sister and I completed an application to lease a home. We uploaded all of the necessary documents that was asked for such as pay stubs, bank statements, award, letters,, and which are all proofs of income. Three days later, we received a text from the leasing specialist, TaraMann. She stated that she stated that myself, ****** *******, and my sister ***** ****** did not submit proof of income or proof of having a Social Security card. So I immediatelywent back and re-uploaded everything. That same day **** texted back that the name of the company that I work for is not on the paystub. I went and verify the name on the paystub myself, and I even went in, highlighted the name on the paystub so they can the name of the company and verify my income. She still said the team was saying that the proof of income wasnt there so she askedfor bank statements.I went and I uploaded the bank statements. Monday morning, which was May 5, 2025. I received the email stating that the application has been closed or canceled due to lack of the required documents, such as proof of income and Social Security number. I immediately called **** Man that morning, asking what was going on and telling her that all the information has been uploaded in this been there is showing up on my end on the computer and I dont understand why the team is saying that the information isnt there. **** Man stated to me that after a certain time limit, which is one to three days or 48 hours the application automatically cancels out if all of the required documents arent loaded in a timely manner. But all of the documents have been loaded this entire time she said that she would reopen the application and let the team know and when she hear something back from them, shell let us know something. That was Tuesday, May 6, 2025. It is Thursday, May 8, 2025 and we still have not heard anything from **** Man the leasing specialist. At this point, we would like our application fee back.

  Business Response

  Date: 05/19/2025

  Invitation Homes has received and reviewed *************** complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents 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 ****** about their application. They are now approved and planning to move in this week.
  
  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:05/06/2025

  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 request that Invitation Homes refund me the $500 holding fee for the rental home at ******************************************************* The pre-lease I signed did not state this was non-refundable until after 4/15/25 - not 4/13/25. Invitation Homes claims they gave me time to make the required pre-payments (deposit, prorated rent, admin fees), but they did not. They made multiple errors in instructing me both verbally and technically between 4/7 - 4/10, then gave me only a half day to resolve a billing issue with a bank caused by their unclear instructions, get money wired from an out-of-state bank, get a new bank to issue a certified check and drive 70 miles to their nearest office - all to be done on the same day - by noon on April 13th, when the banks don't even open until 9AM. I asked to have the full day to handle this, since this was all due to their errors in explaining how to use their portal (causing a 2 day delay) and what to tell my bank to prevent over $5,000 from being held as pending (causing a 3 day delay.) I followed their instructions to a tee. The pre-lease agreement gave me until 4/15 - I was flexible and willing to have the transaction done by end of day 4/13 due to their errors and their explanation that the home was ready earlier than what was originally advertised, but they refused to budge the extra 5 hours (until 5PM) vs. noon on 4/13 which was an impossible task to complete in that timeframe. In addition, I have found that the $500 admin charge they planned to make me pay is actually advertised as only $55 on their website. I have attached a document that continues this explanation, and on this attachment I included the email I have sent twice and not heard back on. I've called the corporate office three times and was advised tickets were opened and a manger from the corporate office would call me back within 3 business days - no one has ever called. I also attached a document showing that my pre-lease agreement did not state the hold fee was non-refundable.

  Business Response

  Date: 05/16/2025

  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 *****, our Leasing Manager reached out to understand the details of the complaint.  After discussion, it was clear that the primary issue was the lack of alternative options to make payment. We had enlisted the help from our IT department and after being unable to resolve, the remaining option was to drive the payment to our office.  We granted an extension of one day for ***** to attempt to make their payment, but they were unable to accommodate the required timeline for payment and their application was cancelled.  Our policy states the Hold Fee, which reserves the home until it is move-in ready, is non-refundable. This was communicated when the approval was sent to ***** in an email. We reached an amicable resolution by allowing a refund of the Hold Fee funds given the situation.  ***** was satisfied and appreciative of our resolution after speaking with our Leasing Manager. 
  
  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: 05/17/2025

  While the business response is not entirely accurate (for instance, among other things I was not given an extension of a full day to make a payment), I will accept the response once I have received the refund. I was advised on 5/8/25 that the $500 holding fee will be refunded, but I have not received it yet. 

  ***** ******

  Customer Answer

  Date: 06/12/2025

  This week, Invitation Homes refunded me the $500 hold fee. You may close out this complaint. 

  Thank you,

  ***** ******

• Initial Complaint

  Date:05/06/2025

  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 was approved for a home with this company, paid them $6,022 up front for a deposit and rent for the home that was advertised as move in ready and had perfect pictures. My scheduled date to move in was the 2nd and a walk through on the 1st. At the walk through with one of their members we discovered the home havent been touched since the last tenant moved out and couldnt be ready by the next day for move in. At that point I was left with nothing to do bc I moved from *********, came with a moving crew and everything and had to be there for my new job as a NP. They offered me more homes that wasnt of my standards nor in the area. I declined those homes and they then agreed to put a crew on the home to get it ready immediately. They also agreed to cover my room fees and fees for the uhaul extra days . They also agreed to reimburse me for all the inconveniences and things I had to do on my own like find a cleaning company , get the junk removed out the home, etc.. They told me they would send different vendors out to fix everything . They scheduled everything to be fixed on May 14 which is over a month and I paid $3,120 in a deposit for a ready home and having to wait to get it ready is insane and unacceptable. They demanded all money upfront and insure they arent getting scammed but has scammed me. Im in a home that still has a lot of problems to be resolved along with only a credit of $200 and charging me an extra $40 for a smart home and doorbell video camera that isnt even on the home and the onboarding said they dont offer it for my home but they are charging me when I was told I wouldnt be charged for that either. This has been the most devastating experience ever. Also its a fire hazard and dangerous situation with the dryer. They dont have anywhere for it to vent out the home and yet to fix that . I have called and emailed and still no resolution which lead me to contact you guys for help and I will be filing legal action as well. I have been scammed

  Business Response

  Date: 05/14/2025

  Invitation Homes has received and reviewed ****** Jacksons complaint to the Better Business Bureau. We value our customers and accordingly make it a priority and work directly with the residents 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 ******. Our ********************** is addressing the issues reported at move-in regarding the condition of ******* home.
  
  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.