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

• 

  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

  3600 Lime St STE 721 Riverside, CA 92501

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  Invitation Homes

  7702 E Doubletree Ranch Rd Scottsdale, AZ 85258

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:04/30/2025

  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 have had several issues with the company ranging from not going over the lease in person and locking me out of the local rental office, to not resolving a maintenance issue within six months (for a service they were charging for), and most recently, sending my deposit refund to the house I moves out of even though we provided a forwarding address. (It wasnt on the form because we didnt have it at the time, but we did call to update the address). I can never get a hold of someone, any time I call, Im forwarded to an answering service. And then, if you want to speak with a supervisor, none are available. They give you the run around hoping youll give up on your money.

  Business Response

  Date: 05/02/2025

  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 ***** regarding concerns with their deposit refund. Weve requested a stop-payment on the original check so we can re-issue a new one and expedite the refund. This is in process, and we will remain in contact with ***** until resolution.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:04/30/2025

  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 made several maintenance requests t fix the hvac in the home since March 26. The home is hot because the hvac is leaking water through the ceiling and no one is trying to help. I pay $3000 for a four bedroom. The damage to the ceiling is getting worse

  Business Response

  Date: 05/14/2025

  Invitation Homes has received and reviewed Ms. Colemans 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. 

  
  Ms. ******* reported concerns regarding a leak from her air conditioner affecting the ceiling of her home. According to our records, the necessary repairs were completed as of May 2, 2025.
  We attempted to contact Ms. ******* to confirm the resolution, but her phone is currently not accepting calls. A follow-up email has also been sent.

  
  As we were unable to reach her directly, we kindly ask that she contact us at *************************************************************** should she have any further questions or ongoing concerns regarding the repair.
  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: 05/16/2025

  I am rejecting this response because: the ceiling was fixed but it's two tone and you can definitely notice the where ceiling was patched. We are stilt dealing with ** issues. A vendor came out today and he was not able to fix the problem. Maintenance completed another work order for an electrician and the electrician has not returned my call. Maintenance is requesting the same electrician to come out to fix the ** when the electrician said he cannot fix the problem. I requested that they send another electrician out for a second opinion but no they requested the same electrician. We have been dealing with ** issues since March *******. We have made several maintenance request and no one can fix the issues. My son allergies flared up which lead to wheezing due to living in a hot home. We're going on another weekend in a hot home where we are paying $2,750 plus additional fees that equal to $3,000 a month. I don't agree with the response because the ** is NOT FIXED. 

  Business Response

  Date: 05/23/2025

  Invitation Homes has received and reviewed Kebrion Branchs complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Portfolio Director contacted the secondary leaseholder and confirmed communication. After reviewing the residents concerns, she directed the Maintenance Manager to engage directly. The resident reported that the **** issue remains unresolved and that they have been manually cycling the breaker to operate the system.
  
  The Maintenance Manager has escalated the work order and is actively coordinating with vendors. He provided the resident with his direct contact information for immediate communication regarding any further issues.
  
  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:04/29/2025

  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.

  Invitation Homes was alerted to a wide spread mold issue in the home on 10/07/2024.They failed to preform the proper steps for remediation and repairs and left me in a situation where 26.5% of the home was uninhabitable for six months. The repairs were unfinished by the time my lease had ended on 3/20/2025. Due to their inaction I am owed a rent concession for the unusable living space as stated by one of their portfolio directors - in writing - dating back to January 2025. I had noticed they had included a Hurricane ****** credit on my summary of charges on move out that was equal to one months rent, which is the same amount as my concession. I thought this was odd since this was before ******, and also very low, as I had measured the space by hand, referenced their own measurements of the listing on their website, zillow as well as the county property appraiser's schematics of the home. I disputed this, and was told the check would not be mailed until the dispute was closed. I was provided their formula for the concession on 4/17/2025 where I discovered they negligently used an average size for two bedrooms of a house in ** and not the actual measurements of the rooms affected in the home (bedroom, bathroom, two closets and an entryway). They are insisting that it was a total of 240 square feet affected (11%) when if you use the measurements of the home as listed on their website, zillow, and property appraiser it would be 26.5%. I corrected them on 4/17/2025 and was ignored. They mailed me a check with the incorrect amount dated on 4/22/2025. This is a breach of contract. I have tried contacting them several times via phone and email and they doubled down saying that was the final amount I was approved for. Of the total 2174sqft of the ACTUAL home, 576 sqft was affected for a total of 164 days. The concession of $2547 is not adequate, and is factually and mathematically wrong. I am owed $3503.30, which is a $956.30 difference.

  Business Response

  Date: 05/07/2025

  Invitation Homes has received and reviewed ****** Gandys 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 contacted ****** to discuss their concerns regarding maintenance. To resolve Taylors concerns appropriately and provide the best possible service, we have agreed to provided credit. ****** has been informed of the additional ledger adjustment.
  
  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: 05/16/2025

  I have reviewed the business response and accept this resolution. The check was mailed quickly and cashed with no issues. I am thankful that the true measurements of the home were taken into consideration. It is a shame it came to this. It is with great hope that the company will update its policies to avoid situations like this.

• Initial Complaint

  Date:04/29/2025

  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 moved into a home from this property management company in mid-July 2024. I immediately had major plumbing & electrical issues that made the place unlivable. I was told to continue paying rent during the repairs & that I'd be reimbursed for later ********************** mitigation took months). Finally, in November they ultimately only agreed to waive my rent for 1 month (which didn't even include all the extra fees they add on) but this situation cost me well over $10k in lost work hours, water damaged property, costs accrued from having to stay elsewhere, etc. They wouldn't budge so I reluctantly told them I'd accept their low ball offer only if they also let me break my lease early without their $3,600 fee. I explained that this was because of a very recent domestic violence incident that made me feel unsafe staying in that town (it was a valid concern given the extreme nature of the violent acts which were well documented & resulted in a conviction due to all the proof I had along w/ his confession and him already breaking the restraining order once already). They agreed to let me leave without any penalties. I told them I'd be gone by April 2025 and that I'd let them know of my move-out date ASAP. I told them in Feb to consider 04/01/2025 my last day. I paid through the end of March, deep cleaned the property, removed all my items and left on 03/14 giving them 2+ weeks of free rent by doing so. I received an email a few weeks later saying that they ARE in fact charging me the $3,600 penalty despite me having an email in writing from them agreeing to these exact conditions. They're claiming that offer of waiving the $4k fee had a 30-day expiration to it. I was never told that. It doesn't even make sense. I refuse to pay them that especially given the factor of my safety. There are hundreds of reviews from other people they've scammed so I want to stand up for us out of principle but I also don't want this jeopardizing my credit score.

  Customer Answer

  Date: 04/29/2025

  Hello,

  I forgot to add that InvitationHomes has also repeatedly charged me fees such as doubling up on my renter's insurance, charging me a late fee for rent when I never paid rent late, etc. I would like them to review my entire ledger for when I lived there (July 2024 - April 2025) and reimburse me these bogus fees.

  Business Response

  Date: 05/08/2025

  Invitation Homes has received and reviewed Ms. ***** complaint to the Better Business Bureau. We value our customers and accordingly made it a priority and worked directly with Ms. **** to discuss the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  We, at the Invitation Homes ******************** are diligently reviewing and addressing the concerns and charges in question, and we have communicated with Ms. **** informing her that we will be providing an update soon. 
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance and providing safe and quality homes. 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: 05/09/2025

  I received a similar message from them saying that they are looking into this dispute yet they have already sent it to collections (without any notice given to me) after telling me that no one from ** would be doing so until this situation was further investigated by upper management. They are now jeopardizing my (aside from this unfortunate event)perfect credit score.
  A few weeks back I asked my father for advice regarding how to navigate this situation since I was repeatedly given misinformation and empty promises from IH.  In an attempt to help me resolve this he reached out to their office, without my knowledge, to try and get clarity on the specifics of the situation and resolve the matter on my behalf. I only found this out because someone from InvitationHomes, days later, contacted me and asked if ****** (my father)s concerns had been addressed or if he still needed a call back. I explained to the ** staff member on the phone that although ****** **** intentions..he has no financial or legal involvement whatsoever beyond being an occasional emergency contact and I was not comfortable with my lease details being shared with anyone. He has no power or attorney kind of authority and they disclosed my information to him anyways without even verifying that he is who he claimed to be. We have never shared a rental home in any capacity nor has he ever financially contributed towards any lease Ive ever had. He could have been my ex-partner on the phone (who I have a restraining order against - which is a main reason for why I needed to leave ******* in the first place - which they are well aware of) and IH, with no hesitation or authorization to do so, gave personal and financial details of mine to a total stranger by phone AND email. They literally sent HIM (not me, HIM!) an email telling them that I hadn't paid the $4,000 early lease termination fee and that it had been sent to collections. This isn't information they should be giving out to random people! This is highly dangerous. Is this not a violation of the ***** laws surrounding confidentiality? The fact that they alerted my father, not me, about this going to collections (yet didn't share that info on the phone w/ me - they told me they were still "reviewing" my case) is wild, especially knowing that I just left a very dangerous relationship in ******* and disclosing details like that could've put me in harm's way. I am furious.
  

  Customer Answer

  Date: 05/09/2025

  I received a similar message via phone the other day telling me that they were looking into this dispute yet (as I later found out) they had already sent it to collections (without any notice given to me) after telling me that no one from ** would be doing so until this situation was further investigated by upper management? They are now jeopardizing my (aside from this unfortunate event) perfect credit score.
  A few weeks back I asked my father for advice regarding how to best navigate this situation since I was repeatedly given misinformation and empty promises from ** staff members. In an attempt to help me resolve this he reached out to their office, without my knowledge, to try and get clarity on the specifics of the situation and resolve the matter on my behalf. I only found this out because someone from InvitationHomes contacted me and asked if ****** (my father)s concerns had been addressed or if he still needed a call back. I explained to the ** staff member on the phone that although ****** **** intentions..he has no financial or legal involvement in my life whatsoever beyond being an occasional emergency contact and I was not comfortable with my lease details being shared with anyone, him included. He has no power or attorney kind of authority and they disclosed my information to him anyways without even verifying that he is who he claimed to be. We have never shared a rental home in any capacity nor has he ever contributed towards any lease Ive ever had. He could have been my ex-partner on the phone (who I have a restraining order against - which is a main reason for why I needed to leave *******) and IH, with no hesitation or authorization to do so, gave personal and financial details of mine to a total stranger by phone AND email. They literally sent HIM (not me, HIM!) an email telling them that I hadn't paid the $4,000 early lease termination fee and that it had been sent to collections. This isn't information they should be giving out to random people! This is illegal and highly dangerous. Is this not a violation of the ***** laws surrounding confidentiality? The fact that they alerted my FATHER, not me, about this going to collections (yet didn't share that info on the phone w/ me - they told me they were still "reviewing" my case) is wild, especially knowing that I just left a very dangerous relationship in ******* and disclosing details like that could've put me in harm's way. I am furious.
  

  Business Response

  Date: 05/12/2025

  Invitation Homes has received and reviewed Ms. ***** rebuttal complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  The agreed-upon adjustments have been made to Ms. ***** account and she has been notified via email, she expressed thanks for the update.
  As always, it is our hope to quickly reach a successful resolution to the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation homes is exploiting their residents. I have lived at this address for 1.5 years. In the time that I have lived here I have had numerous maintenance issues. I am being charged $254 for a clogged sink citing that i personally clogged it with my hair. In addition, the maintenance team said I should have taken the pipe apart myself to fix it and found my own contractor instead of filing a maintenance request. I was with the technician that was sent out to do the repairs on the sink and have photos of the gunk that pulled out. While you may see a few strands of hair, the gunk that was pulled out was overwhelmingly sludge and buildup from years of neglect. I tried every type of draino and snake and none of it worked. The vendor they sent out had to take the pipe apart to pull the stuff out. The maintenance suggestion of fixing it on my own or contracting out actually violates the terms of their lease so why would I have contacted someone else?? I have called every day for a week and can't get someone on the line. I've left numerous escalations. The charlotte ****** has gone unresponsive and it is beyond frustrating.

  Business Response

  Date: 05/06/2025

  Invitation Homes has received and reviewed ********* Ballews 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.       
  
  We have been in correspondence with ********* regarding their concerns.  After review, we confirmed that the scope of the work performed at the home was considered resident responsibility as outlined in the lease and that the charge will remain on the account. This has been communicated to *********.
  
  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: 05/06/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:04/26/2025

  Type:Billing 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.

  Since moving into this property in March 2020, I have faced repeated issues with Invitation Homes, including maintenance delays, billing errors, record erasure, and eviction threats.Roof leak reported shortly after move-in took nearly two years to repair, only after escalation to executives.Electrical failure in winter ******** was due to faulty pre-existing wiring; I was charged appx $271 for a temporary ************ renewal mishandled in early 2025 Invitation Homes refused to summarize lease changes, voided my renewal without notice, and forced me onto month-to-month rent with an $800+ increase.Billing discrepancies: $29.90 pet fee appears in portal but not ledger; $30 returned check fee appears in ledger but not portal.$30 returned check fee charged after Invitation Homes deposited a mailed check after I had already paid online to avoid eviction, causing overdraft beyond my control.Paid $2,729.93 in April 2025 (instead of $2,571.30) to avoid eviction, covering disputed pet rent, insurance, and late fees.Submitted renters insurance proof six times but was still charged insurance fees.Three-day eviction notice improperly posted on April 13, 2025, despite active communications and payment.Most maintenance requests required 37 vendor visits, costing ~25 hours of lost work per issue due to Invitation Homes vendor bidding system.Invitation Homes erases tenant maintenance history from the portal, blocking independent verification. I have spent over 40 hours in the past six weeks trying to resolve these issues.?Resolution: Credit for improperly assessed fees:$29.90 pet rent ***************** $30 returned item fee $115 late fee Faulty electrical repair: ~appx $271 Wrong sized HVAC filter charges: appx $240 Full billing audit and reconciliation Formal apology for mishandling lease, billing, maintenance, and eviction practices

  Customer Answer

  Date: 04/28/2025

  I am uploading now the full details of the complaint, which was far too many characters to upload originally. I would like this full context to be shared with Invitation Homes because there's a lot more details to the complaint.

  Customer Answer

  Date: 04/28/2025

   I am not sure if this is possible, but I would also like to be compensated for the many many hours of work that I've had to put into being in communication around these issues. In this last issue with the over charges on my account, I've literally had 6 to 8 different people communicating with me none of whom know who else I've communicated with or what parts of the issue were being addressed. They don't respond to the full communication only cherry picking which pieces they wanna engage with. It's absolutely maddening and I've wasted so much of my time trying to work through things with them, and I would like to have some compensation for my time in my mental well-being, which has been massively impacted by living in this homeI work with people who have trauma who've been raped and who've been to war and my mental state has been severely impacted by living in this home and having to deal with this horrible company.

  Customer Answer

  Date: 04/30/2025

  This is a copy of my renters insurance policy that I've sent to Invitation Homes at least six times as well as trying to upload it to their portal which would not accept my home address which I also communicated to them.

  Business Response

  Date: 05/05/2025

  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 attempted to reach ****** via phone and email but have not been able to connect. Based on the complaint, it sounds like the items have been resolved, and our records indicate that a billing adjustment was already made to ******s account ledger. Should ****** need additional support, we ask that they return our contact attempts.
  
  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: 05/15/2025

  I respectfully reject the businesss response as inaccurate and incomplete. The core issues remain unresolved despite my extensive documentation and repeated efforts.
  
  
  
  
  Key Issues:
  
  
  Unresolved Charges Still on My Ledger:
  
  $30 Returned Item Fee (Despite proof that I communicated about the mailed check before it was cashed.)
  $29.90 Prorated Pet Fee (Charged in error and never removed.)
  $115 Late Fee (Only incurred because the portal showed an inflated balance due to these disputed charges, preventing me from paying rent on time.)
  
  Unfair Business Practices:
  
  Despite notifying Invitation Homes on April 1 that I had mailed a check for the agreed amount, I received a three-day notice to vacate. Under that pressure, I paid the full amount through the portal, and the check was still cashed, resulting in an overdraft and the $30 returned item fee. I was penalized twice despite communicating in good faith.
  My attempts to resolve these fees via email went unanswered, and I have not received a response to my final email sent before my May rent payment.
  
  Renters Insurance Charges Still Ongoing:
  
  Despite submitting my policy multiple times and informing Invitation Homes that the Get Covered portal would not accept my address, I continue to be billed for renters insurance.
  I have now paid these charges for both April and May to avoid further penalties, despite knowing they were invalid.
  I fully expect to be charged again in June if this issue remains unresolved, as no one has responded to my last communication about this in April.
  
  Communication Breakdown and Inconsistent Responses:
  
  I had only one phone call with a representative. When I asked if I could record the call for my records, I was told no. I then requested that all further communication be conducted via email.
  Despite this, my communications to ***** ******, who is identified as my property manager, have gone unanswered.
  When I send emails clearly listing multiple issues that need to be addressed, they are never fully addressed. Instead, my emails are often forwarded to other individuals who respond only to a single item without any context of the larger situation. The primary person I emailedusually ***** Harveydoes not follow up or respond at all.
  
  
  
  
  
  
  Resolution Requested:
  
  
  Immediate refund of the following charges:
  
  $30 Returned Item Fee
  $29.90 Prorated Pet Fee
  $115 Late Fee (April)
  Refund of renters insurance charges already paid for April and May
  
  Assurance that no further renters insurance fees will be charged going forward.
  Compensation for improper air filter charges (approximately $240) when I was repeatedly sent the wrong filters despite multiple complaints.
  Refund of approximately $271 charged for an electrical repair related to known faulty wiring that the vendor admitted had been an ongoing issue Invitation Homes refused to properly address.
  Immediate correction of my ledger to reflect all credits and proper charges.
  
  
  
  
  Thank you for your assistance in resolving this matter. I remain open to a fair resolution but require written communication to ensure accuracy and accountability.
  

  Business Response

  Date: 05/23/2025

  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.        
  
  The local management team made several attempts to reach ****** but have not received a response back. The charges in question for a $30 return fee is not showing on ******s ledger and we are also not seeing a prorated pet fee of $29.90. Additionally, we recently waived a late fee of $115. It would help if ****** could return our contact attempts so we can further understand what dates and details of what ****** is seeing so we may further assist.
  
  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: 06/02/2025

  Im currently in the process of gathering documentation to respond to Invitation Homes reply. Due to my own ADHD and the complexity of the issues involved, its taking me some time to compile everything. I also run my own full-time business and cannot dedicate large blocks of time each week to this, so I appreciate your patience. I intend to submit a full response soon.
  
  Thank you,

  August Millrt

• Initial Complaint

  Date:04/25/2025

  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 have been overcharged on my rent and was told that the overcharge would be credited to my next cycle but has not been. This happened multiple times I also inquired about other charges and have not heard anything back. I have called multiple times I also sent an email to corporate but have never received Any phone calls or emails back regarding this matter. Every time I spoke to someone and asked them to send me an email regarding our conversation for refund. They always stated that they do not sendan email but someone will call me back.

  Business Response

  Date: 05/02/2025

  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 called **** to discuss their concerns and are in the process of working with **** to provide explanations regarding their 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.

• Initial Complaint

  Date:04/23/2025

  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.

  Reached out to ******* ****** we are looking for options to vacate given the ongoing issues with no repairs to the foundation/flooring for 2 years. Issue has now escalated to safety concerns. On 4/6/24 & 4/9/25 we felt & heard what sounded like 3 explosions from the ground and wood splintering causing a newly formed crack appearing in the living room. It happened again 2 days later. As a solution *Sollena mentioned she can escalate the situation to management for approval so we may vacate sooner than the lease date in June due to severe safety concerns* (as it could be a depression forming under the home/a sink hole). I shared we're actively looking for another place to rent due to the time sensitive issue at hand. *She confirmed I would get a call back in 2 business days.* I have remained in communication with the office, provided an update with the move out date, and have yet to recieve an approval.Manager ****** ******* called on 4/18/25 to share she's working on my escalation request to see if it's an easy solution and she's not ignoring me since they are extremely busy, but this has not been repaired in 2 years. The work order has been rejected, canceled, and I had to stay on top of it to get it reopened only for a technician to tells us it's too expensive to fix and Invitation Homes is not going to fix the issue. It's now 4/23/25, I have made multiple attempts (by phone and email) and Invitation Homes has yet to respond or give an update on what they originally offered as a solution (gain approval to vacate sooner due to safety concerns, recieve a call back in 2 business days) which was 3 weeks ago. Due to not recieving an update within the timeframe provided and actively knowing we're moving out sooner than anticipated due to safety concerns, I am now facing penalty fees, which will result in thousand of dollars.Representatives involved:Sollena Thrape ******* Port ****** ******* ******** **** ***** ********** ******

  Business Response

  Date: 05/01/2025

  Invitation Homes has received and reviewed ******* Vazquezs 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 contacted ******* regarding their concerns and have reached a mutual agreement for them to vacate their home early.
  
  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: 05/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a SCAM I pd almost 5000 to move im Feb 1 I pd my rent in March and April and was told that there was a error on yall end im moving fee and I still owed 500 I dont see how but I listened and rent to may on payment portal now it say over ******************************************************************************************************************* run this place but I dont owe this amount I have received letters about eviction and my rent is paid getting violation and calls about weeds I just moved in two months this is scammers and crooks here

  Business Response

  Date: 05/01/2025

  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.        
  
  Tameras account went through a review and is deemed accurate. We have agreed to work with ****** on payment options and hope to resolve the matter within the next few days. Additionally, a work order has been created to address the weeds.
  
  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: 05/04/2025

  I am rejecting this response because:   The Manager told me she would reach back and didnt after all this they charged me a late fee I have never been late I can pay any thing other then amount do which is like ************************************************************************************************************ bad system bc if I dont pay whole thing then I will be late this **** I didnt not make payment and you telling me it was yall mistake and leave me scewed worst place ever will not recommend or renew this place is scam something is wrong here please hel

  Business Response

  Date: 05/14/2025

  Invitation Homes has received, and reviewed, a complaint submitted to the Better Business Bureau by ****** ****. We value our customers and accordingly made it a priority and worked directly with ****** **** to resolve the matter. Invitation Homes responds here to the Better Business Bureaus request for information as a courtesy.
  
  Following the initial response to Ms. ***** BBB complaint we have spoken with her again to clarify the charges on her account.  During that call we agreed to waive any late fees to the account received due to this issue. 
  
  Her account has been updated to reflect what was discussed.  We communicated to Ms. **** that she is free to contact us with any questions.  
  
  As always, it is our hope to quickly reach a successful resolution to the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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 filing this complaint due to a series of unresolved issues and concerning practices by Invitation Homes regarding my rental account.Since April 16th, 2025, I have attempted multiple times to contact my local representative, ***** ********, regarding a disputed balance and an unexplained $1,000 charge on my account. Despite several emails, I have received no response. I also contacted the local office directly on the morning of April 23rd, and was falsely told that I had been contacted by phone. I have verified that there were no missed calls or voicemails from their office on record.On April 6th, I made my rent payment within the ***** period after receiving a reminder call on April 4th. Despite this, a late fee was incorrectly applied, and my total balance suddenly reflected an additional $1,000 charge that was never previously visible in my account or explained to me.Most concerning of all, my account was referred to an attorney on April 18th, and my online portal was lockedwithout proper notice, explanation, or resolution of the disputed charges. I have made every effort to resolve this matter in good faith and have documented communication attempts to both local and regional offices. The lack of transparency, responsiveness, and the decision to escalate to legal action without informing me is highly unprofessional and unacceptable.

  Business Response

  Date: 04/30/2025

  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.
  
  Valaney contacted Invitation Homes regarding an outstanding balance on their account of. In addition, Valaney disputed the late fee on the account and that the account was referred to as legal.  As a gesture of good customer service, Valaneys account was credited the late fee for April as they did pay on time. At the time Valaney made their payment on March 17th, the balance was paid minus $1000.  A written breakdown was emailed to Valaney with an explanation. 
  
  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.