Business Profile

Real Estate Rentals

Invitation Homes

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,740 total complaints in the last 3 years.
727 complaints closed in the last 12 months.

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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:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint to report ongoing negligence and unprofessional behavior by my property management company. Since September 2024, I have dealt with unresolved maintenance issues stemming from hurricane damage. Despite numerous work orders and follow-ups, I continue to live in unacceptable and potentially hazardous conditions.On Sept 29, I reported water intrusion that saturated the carpet. A technician came briefly on Oct 1, but the request was closed without resolution. A water removal request submitted on Sept 30 was also ignored and later cancelled. On Oct 23, I reported wet drywall; although a technician visited Nov 22, no repairs were made. The ticket was falsely marked completed on Dec 9, and the drywall remains unchecked. My concerns about possible mold were dismissed without investigation.On 9/29 I also put in a maintenance request for ants entering the home which was also cancelled. According to documentation, they are responsible for Treatment of Ants, Spiders, Roaches and other Small Pests during 1st 30 days of the ******** date, I still have no flooring. The soaked carpet wasnt removed until Feb 20, 2025, and nothing has replaced it. Tile by the front door was removed in January but not replaced until March and even then, it was poorly installed with shifting tiles and crumbling grout.Staff responses have been dismissive and disrespectful. When I raised safety concerns about exposed nails, I was told, No carpet doesnt mean you cant use the rooms, and, Everyone has a different definition of life. When I mentioned mold risk, it was brushed off. I was even told, Theres more houses than just yours impacted by the hurricane, believe it or not.Ive exhausted all efforts to resolve this and am now seeking BBB intervention. I believe I am entitled to relief whether a refund, rent abatement, or transfer to another property without penalty. These are not minor issues they are serious violations of basic habitability.
Business Response
Date: 05/01/2025
Invitation Homes has received and reviewed ****** Giffords 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 work at ******* home was completed on Wednesday, April 30th. Weve attempted to reach ******* via email and phone but have not received a response to date. If there are any concerns with the work completed, we ask that ****** returns 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.
Initial Complaint
Date:04/22/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was electrocuted but touching my tub's faucets... and Invitation Homes put me out instead of fixing the problem. I had mold growing from pipes busting...My house was condemned by the City of ******** and I was displaced for over a month. I was even told, to " live/use your other rooms in your house" while mold is growing under the other floors. They charged me rent and utilities for the month I was not even living there while it was condemned and it being unlivable. Ive paid rent and utilities even when I could not live there. Now they are holding my deposit as radome so that I do not take them to court and trying to deduct fees that they won't tell me about and won't offer a final walk through. They did not even offer to relocated me to another home...when I asked the leasing agent she says " you can go to our website and re-apply). Invitation Homes is the WORST MANAGEMENT COMPANY around, they simply do NOT care about renters. The contract the want me to sign a document saying I broke the lease! The house was condemned by the City, I did not request to break my contract. They are sooo "wishy-washy" with what they say. GET EVERYTHING IN WRITTING! ****** ******* ********... just did not care and treated me like a number not like a human. Could you imagine if you or your child was electrocuted by the tub, due to the management company not looking into serious problems before you move in.... DONT EVER LIVE AT ONE OF THERE PROPERTIES! THE MOST HORRIBLE EXPERIENCE AS A RENTER..
Business Response
Date: 04/30/2025
Invitation Homes has received and reviewed Dizzie Ramseys 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.

Dizzie put in a work order to have the electricity inspected at their house. After the replacement of a panel and all repairs, the home was still not grounded correctly, making the home not habitable. We advised Dizzie of this and sent a Mutual Termination Agreement, but they were not satisfied with the terms. After reviewing the terms Dizzie was requesting, we were able to reach a satisfactory mutual agreement.

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:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3/2025 ongoing issue. We recently discovered there are high levels of arsenic in the soil in backyard. This was discovered due to my dog getting sick. Unfortunately too late for my other dog who died last year. We have been leasing this home since 4/2023 and just renewed the lease 2/6/2025 prior to discovering the arsenic in the soil. I contacted Invitation Homes with the results of the soil sample and was told to put in a maintenance ticket which I did. They had a lawn company come out and do a bid for landscaping. We were told they would contact us about the details. No one has contacted us and the ticket showed completed. I reached out to Invitation homes 4/12/25 and have not received a response. I submitted a new maintenance ticket and sent a message to that I want to mediate on 4/18 regarding the issue since we signed an agreement to mediate before contacting an attorney in our lease. My dog is still getting sick due to exposure to toxic arsenic and I also was tested in March and have arsenic in my body. We are coming into spring and summer where we will need to maintain the yard which will put us at higher risk of exposure. So far we are getting no response from Invitation Homes to either let us out of this house or fix the back yard.
Business Response
Date: 04/30/2025
Invitation Homes has received and reviewed **** Palmers 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 April 24th, a third-party claim adjuster reviewed Tinas test results from the soil sample they obtained in March. *****s level of concern is when levels increase above normal (11), and the test provided by **** had levels of around 4. Since the level readings are significantly below the ***** levels of concern, Invitation Homes will not be providing **** with additional landscaping. If **** would like to vacate the property early, they may complete the early termination process outlined in the lease agreement.

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:04/21/2025
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 leased a property, **************************************** from invitation homes and the lease ended on Feb 28, 2025. According to Florida law, landlords have 30 days to give itemized deductions for security deposit from last day on lease. I received it on March 31 which means it was 31 days and they were in violation of law. I still havent even received the $500 they said they were sending me and cant seem to get any answer on whats going on. Since they were in violation of Florida law, they waived their rights to deduct anything from my security deposit even if there were damages. Therefore, I need help getting my entire security deposit back.
Business Response
Date: 04/30/2025
Invitation Homes has received and reviewed ******* Hunts 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 assistant property manager corresponded with ******* to review their claims and confirmed with our accounting team that there was a delay in processing the security deposit because final utility bills were received late. A request was submitted to release the security deposit in full which was completed on April 22nd. Our records indicate that ******* received the check and deposited it on April 28th, resolving the matter.

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:04/21/2025
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.
On March 28 I submitted a maintenance work order. Since then 3 different companies have came out to do an evaluation. None have fixed the problem. I reached out to invitation home all they said is were sorry we will try to get this situated. They also said none of the companies accepted the job. 3 companies and none accepted thats not usual. Now they have requested a 4 company come out. Ive been loosing work day and not getting paid for them . This isnt the first time Ive had issues with their horrible maintenance process, but this one takes the cake.On March 28, I placed a work order for my shower, which is a corner unit with a cracked floor. Since then, TWO companies have come out, done evaluations, taken picturesand nothing has been ***********, I get notified they want to schedule a THIRD evaluation. Seriously? What more do you need? You have photos, reports, and proof the floor is cracked and ********* starting to wonder if theyre waiting for someone to get injured before they take action. If that happens, believe meIll have my lawyers involved immediately.This is a waste of my time, forcing me to miss work again and again for the same issue that they just refuse to resolve.This needs to get situated STAT.
Business Response
Date: 04/28/2025
Invitation Homes has received and reviewed ******* ********** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

The local management team connected with ******* on April 28th to provide an update on all open work orders and advised that a final update will be provided once all work orders are complete. Per company policy, we wait until all work is complete before issuing a concession so that we may factor in the entire length and level of work needed.

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:04/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter and I live in a house rented by Invitation Homes since 2020. Since November we have told them that the refrigerator is not working. The freezer does not give ice or water and the regular refrigerator section freezes everything. We have had frozen eggs, milk, juices and fresh vegetables go bad because of this. They have sent several different techs to look at it. One tech changed a part. One tech told me it needed to be replaced. Before they would do that they had a vendor come and evaluate the situation. A second vendor was sent out. This one said it needed to be cleaned and that we need to disconnect it so it could be fixed. It has been at least 3 weeks and we have not had anyone come to do that work. I am an 82 yr. old insulin dependent person. My insulin must be kept in the refrigerator. We have explained this to the company to no avail. Since we cant keep any fresh food in the refrigerator, we have had to spend extra money eating out. This is quite expensive!
Business Response
Date: 04/28/2025
Invitation Homes has received and reviewed **** *** ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

We understand the gravity of the situation caused by not having a working refrigerator and have taken action to replace with a new refrigerator as of April 25, 2025. We also apologize for the delay in approving Marys work orders. We understand how this has impacted their residence and daily life. We appreciate Marys patience and understanding while we worked to resolve this matter.

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:04/17/2025

Type:Service or Repair Issues

Status:

Answered

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.

To: Better Business Bureau ?From: ***** Jeraffi?Re: Complaint Against Invitation Homes We are filing a formal complaint against Invitation Homes for negligence, poor property maintenance, and unfair withholding of our security ********** March 2022, we leased Laurens Oak Ct, **********, **, sight unseen due to market conditions. Upon arrival, the home was in disrepair: broken cupboards, unsafe kitchen flooring (unusable for two months), a major gas leak, plumbing issues, faulty light sockets, damaged carpets, broken mosquito nets, and more.Despite numerous complaints, we were forced to accommodate over 7 contractors just for the flooring with excessive appointment windows, yet repairs were slow and disorganized.We vacated the home on March 21, 2025, leaving it in pristine condition- documented with photos/videos, and verbally confirmed impeccable by their own technician.We have a letter from the gas company confirming the need for periodical safety checksand the lack of, posing serious risks.Invitation Homes initially demanded extensive move-out tasks (power-washing driveways, trimming trees, mulching beds, repainting walls, professional carpet cleaning with receipts, etc.)conditions that violate the standard "wear and tear" clause in our lease. Only after multiple emails and threats of legal action did they reduce the charges, but we are still not being refunded our full deposit. To date no check has been received.We are requesting the full return of our deposit, and the BBBs help in holding Invitation Homes accountable for unethical practices. We have all supporting evidence.* Enclosed are documents regarding the house at move-in. We are happy to send additional images of the home at move-out in a separate correspondence.Sincerely,?***** Jeraffi

Business Response

Date: 04/22/2025

Invitation Homes has received and reviewed ***** Jeraffis 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 ***** to review their deposit refund disputes. We reached an agreement to re-submit an adjustment to the refund.

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: 04/22/2025

Hello,

I wanted to update you that the business has reached out with an offer to reimburse additional funds from our security deposit, claiming the remaining balance is utilities.

It is not a perfect solution for us but we have agreed to the settlement since we want to put this experience behind us. The business said they would send out the additional funds within two business days, I hope they will actually do that.

I credit this prompt response of the business to the intervention of BBB, and am grateful for your assistance.

Respectfully,

***** Jeraffi

Customer Answer

Date: 04/22/2025

I have reviewed the business response and accept this resolution.

Customer Answer

Date: 05/05/2025

Subject: Follow-Up on Complaint #******** Against Invitation Homes Unfulfilled Promises Dear Better Business Bureau, We are writing to follow up on a previously filed complaint against Invitation Homes regarding the improper withholding of our security deposit and the companys negligent property management. Following our original complaint (included below for reference), we received a phone call on April 22, 2025, from ******, a manager at Invitation Homes. During this call, ****** acknowledged our concerns and promised to issue a second check to refund the additional funds owed to us. She stated that the check would be mailed the following day and that she would send a confirmation email immediately after our call. To date, we have not received the confirmation email, nor have we received the second check. Despite several follow-up emails, Ms. ****** has not responded. We respectfully request that the BBB reach out to Invitation Homes again to assist in resolving this matter. We feel we have been more than patient and cooperative, and we simply ask for the refund we are due. Thank you for your attention to this matter. We greatly appreciate your assistance in helping us reach a resolution. Sincerely,?***** Jeraffi ********************** *********** * supportive documents previously sent with complaint #********

Customer Answer

Date: 05/07/2025

Hello, This is regarding complaint #******** against Invitation Homes. The business stated that they resolved the issue with the customer in the ******************** notes, and they made a promise to us by phone to send a confirmation email for the additional funds to be sent, as well as mail a check for additional funds that were originally deducted from our security deposit in the sum of $369. However, they have made false statements and failed to send a check as well as failed to send a confirmation email. This is disrespecting the BBB and us as customers. They were interested in the complaint showing as 'resolved' on the BBB site, but in fact never followed up since April 22. All email correspondence to the company has not been returned. I am asking the BBB to contact the business once again to ensure they act on their promise. Thank you. * all documents included in original complaint

Business Response

Date: 05/08/2025

Hello,

I see this issue is resolved but we have additional information to share. Can you please pass this along?

Invitation Homes has received and reviewed Ms. ******** complaint to the Better Business Bureau. We value our customers and are working directly with Ms. ******* to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

Following previous communications, Invitation Homes connected with Ms. ******* on April 22, 2025, to review her concerns regarding her security deposit refund. During that conversation, both parties agreed that an adjustment to the original refund amount was warranted, and an additional check would be issued.
As of this response, the check has been processed and mailed to the address on file. Email communication confirming this, including proof that the check was cut, has been sent to Ms. *******. Should any delivery issue arise, we remain available to assist promptly.

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.

Business Response

Date: 05/14/2025

Initial Complaint
Date:04/16/2025
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.
On March 27th, tenants of this business, let their aggressive dogs outside without a leash who came onto my property and attacked 2 dogs in my care. Dogs have caused property damage to the rental home as well as my fence line. Despite calls and emails, management company refused to follow up with me.
Customer Answer
Date: 04/17/2025
After contacting their corporate office, they were able to get in contact with the property manager I needed to speak with. He called me directly and the situation has been resolved for now.
Business Response
Date: 04/21/2025
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.

****** **** (Director of Operations) and ****** ******** (Portfolio Director) reviewed Joshuas complaint, and the Portfolio Director reached out to the neighbor to discuss the incident further. A technician has been scheduled to inspect the home and fence for any repairs needed. The office will continue to work with our neighbor, ******, to provide updates on the fence 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: 04/21/2025
I have reviewed the business response and accept this resolution.

Initial Complaint

Date:04/16/2025

Type:Service or Repair Issues

Status:

Answered

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 reconsider the cancellation of work order B13847063, the repair or replacement of the spa and pool heater. The home was advertised with a prominent picture showing a home pool with spa. There was no disclosure that the spa was non-functional. The home was also advertised with the neighborhood amenities of a golf course, clubhouse, fitness center and pool; none of which have been present for the last nine years! Since none of the above advertised community amenities are available I feel the least Invitation homes should do is make sure that the pool and spa amenity at my home is fully functional.

Customer Answer

Date: 04/19/2025

Invitation Homes continues to attach junk fees to their Security Deposit and Move In Funds payments. They charged me $9.95 twice, for my single payment. I tried in vain to pay using a bank draft. Invitation Homes does not have a bank draft payment available until after you become a resident and have already made the required upfront payments. I thought perhaps if I used a debit card linked to my primary checking account instead of using a credit card I could avoid any fees. I was chagrined to see not one but two ridiculous junk fees attached to my initial payment. I have requested reimbursement for the junk fees but have not received any correspondence from Invitation Homes regarding my request.

Customer Answer

Date: 04/19/2025

Attached in the partially completed Invitation Homes Cleaning Checklist left at my home on move in. The tasks were not completed. Please note that the supervisor neither initialed nor signed the form.

Customer Answer

Date: 04/19/2025

Invitation Homes falsely advertised that I would enjoy community amenities which are not available due to proprietor bankruptcy nine years ago. Please see the attached listing document which (still today) touts a tennis court, fitness center, community pool, golf course and clubhouse as available community amenities with the rental of their home. The amenities have been unavailable for nine years. I was told by a community representative that Invitation Homes has been asked on many occasions to stop advertising amenities which are not available to their tenants, however, they persist.

Customer Answer

Date: 04/22/2025

Business Response

Date: 04/24/2025

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.

Regarding the non-functional fitness center, community pool, and golf course, we acknowledge that these amenities have been advertised incorrectly. We are currently reviewing our advertising practices to ensure that all information provided to our renters is accurate and up to date. We regret any confusion this may have caused and will take immediate steps to correct this. We have reached out to the *** for clarification and possible exception.

We understand the gravity of the situation involving the irrigation system and the lawn. It is unacceptable for our renters to be held responsible for issues stemming from non-working systems. We will prioritize the repair of the irrigation/sprinkler system and installed new sod in the backyard home. Our maintenance team has scheduled for the remainder of the landscaping and irrigation repairs for 4/25/2025.

We also recognize the importance of unobstructed access through the gates, especially given the demanding work schedule as an ER nurse and have now provided **** with two gate decals for access.

We apologize for the delay in approving and starting the exterior and interior home and pool work orders. We understand how this has impacted Lisas plans and the expectations of their guests. We will expedite the replacement of the pool/spa heater and lights to ensure the pool is usable. Additionally, the pool has been professionally cleaned.

We appreciate Lisas patience and understanding as we work to resolve these matters.

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: 06/23/2025

I am writing to express my serious concerns regarding the ongoing issues with my pool and spa, which remain unresolved almost three months into my lease. The *** currently has no filtration. Cement has permeated the plumbing system, completely blocking the spa's filtration and likely affecting the pool's system as well. This has created a significant health hazard, a "bacterial soup." There is also a new propane gas heater and a large, unsecured propane tank in the side yard. The tank is not on the required cement pad, is missing first and second stage regulators, and lacks a functional propane gas line or safety tracer line, making it unsafe. Prepping this tank is estimated to cost around $2,000. The *** recently issued a violation notice regarding the propane tank's presence on the property. We recently experienced a short in the pool system. A pool electrician vendor for Invitation Homes assessed the situation and stated that the entire pool electrical system needs to be replaced. He described it as a "hodgepodge of dangerous wiring and old equipment" and recommended updating the wiring before installing an electric spa/pool heater. He recommends against installing a propane heater, especially with the current wiring issues, and states that an electric heater makes the most sense, would require minimal installation, and is the safer choice. Despite my repeated verbal and written requests, as well as those made through the Invitation Homes app, these critical plumbing, mechanical, electrical, and filtration problems persist. Routine pool cleaning is scheduled for this afternoon, but without addressing the underlying issues, this will be an ongoing problem.

Business Response

Date: 06/27/2025

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 met with **** on June 27th to create an action plan and partnership to oversee all outstanding repairs at their home. Updates will be provided to **** along the way until the items are resolved.

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:04/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Invitation is charging for courtesy notices from the **** Their contract states that they may do this, but "to reimburse Landlord for administrative time and effort expended in complying with the particular violation on Resident's behalf." No time nor effort has been expended to rectify the situation on behalf of Invitation Homes. The charges should not be assessed, as there were no damages to Invitation Homes, nor any effort, other than typing in the charges on our bill. I want the charges immediately removed.
Business Response
Date: 04/25/2025
Invitation Homes has received and reviewed ***** ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.

Tracis request is still in process. We are working with our billing team regarding items that need resolution. We will continue our efforts by continuing to contact ***** to resolve their expressed 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.

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