Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid $2,450 deposit December 2023 for security deposit for 1 year lease to end December 2024. My roommates decided to renew when my plan was to not renew. So I was taken off the lease to be able to get my security deposit back and they could start there own lease. Invitations homes took my name off leaving theres on there. So my security deposit was rolled over with there new lease. So I was obliged to just move on without getting a deposit back. I have contacted them and havent gotten a response yet.

  

  Business response

  01/21/2025

  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.          
  
  Following the receipt of the complaint, our Portfolio Director of Operations reached out to ****** on January 17, 2025, to discuss their concerns regarding the security deposit. ****** explained that although they moved out, their roommates renewed their lease and added a new roommate in *************. ****** felt they were entitled to a partial refund of the deposit.
  
  The Portfolio Director of Operations clarified that, upon move-out and the signing of the residency change addendum, which clearly states that ****** forfeits their right to any portion of the deposit and that it will remain with the property while the lease is active, they are not eligible for a refund. It was further explained that ****** should refer to the agreement made with their roommates regarding the division of the deposit and pursue reimbursement from them directly.
  
  ****** acknowledged this resolution, indicated that they would reach out to their roommates as advised, and expressed appreciation for our contact. ****** also stated that no further assistance was needed on our part.
  
  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 response

  01/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since October 11th invitation homes weve called invitation homes reporting a leaking coming next to the kitchen pipe sink. It started leaking a lot which caused mold down in the basement and eventually it broke the drywall and breaking the kitchen floor. Since today that problem has not been completely solved. Weve been asking for plenty of times now for them to test out for mold down stairs due to other leaking we are now dealing with since the end of December but they have still have not done it. On December 31, we called them again and that was because we were having a big leak in the basement of one of the sewer pipes that was causing a flood in the basement that ended up damaging a lot of personal items that were being stored. And until today that issue has not been solved and weve asked them patiently to at least provide us with a hotel because we only have one bathroom that is available but is not completely safe to use due to not enough water, but they have not helped us at And have not responded to any of our calls or emails and at this point, we just dont know what else to do for this reason we are now looking for other alternatives to figure out this issue as soon as possible, and we would like to break the lease as soon as possible with no penalty fees because what they have been doing with us is not acceptable because this house is not in a living condition for more than a week now.

  

  Business response

  01/09/2025

  Invitation Homes has received and reviewed Edir Vieiras 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 Edir and provided an update on the status of their plumbing and foundation remediation work order repairs. We will continue to remain in contact with **** until the work is complete. Possible concessions will be evaluated once all work is complete per company policy.
  
  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

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been emailing my portfolio manager for a resolve. Once I sent them the pictures with the date stamp of my move in date, I have yet to hear from them concerning these pictures. I even asked for the areas in which their pictures were taken and again havent heard back from them. The frustrating part is we were there to do the walkthrough with the inspector upon move out and he refused to get out of the truck and left. We have never dealt with anyone who dont want to do a walkthrough with the tenants. Thus being bad business practices. Invitation Homes is the worst company we have ever dealt with and it is going to continue if people dont shine a light on them and how they handle business. The ************ will either string you along until your lease is up or ignore you completely. Then they leave it to you to produce the evidence that they are liars. Even with the evidence they refuse to correct certain claims like painting the house, which should have fallen under normal wear and tear. However, I will say since we take great notes and videos, they couldnt sweep certain charges under the rug. They had to address and correct. However, there are too many tenants that didnt do the same, so they charge them heavily. They need to be exposed and shutdown until they correct their practices and treat their tenants with dignity and respect.

  

  Business response

  01/09/2025

  Invitation Homes has received and reviewed ******* Larrys complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.          
  
  Invitation Homes acknowledges the dispute ******* has regarding the move out charges. Invitation Homes representatives have been communicating with ******* since December 2024. Although there is a disagreement on what the resident believes they should be charged, the items are valid. Photographic proof was provided to ******* from the move out inspection showing damaged walls throughout the home that required repainting to prepare for future tenants. ******* responded with alternate photos of walls that were not the same areas mentioned in the move out inspection. ******* occupied the home since November 2023 and was provided a wear and tear allowance for painting totaling $398.48. ******* spoke with their Portfolio Director regarding all charges. The discrepancy regarding lack of notice fees were corrected once an administrative mistake was found. 
  
  Per the lease agreement, all tenants are provided a pre move out inspection to offer an opportunity to remedy any visible issues. The final walk through is after the property was vacated and ******* was no longer in a legally binding agreement with Invitation Homes. The lease agreement also specifies this pre moveout inspection is a courtesy and the landlord is not necessarily waiving any additional damage claims it may find after they have possession.
  
  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

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested to apply with invitation homes for a home in *********************. Well they reached out requesting paystubs to start process of application and advised them I cant move in til feb due to their move in date std 1/17 and that month earlier then I can agree on and if that move in date is not good with them then to cancel and done process my application and dont charge me . Told me my application had 30 days and if house doesnt get leased by Feb then Id may be able to get the house. I told them to cancel and do not charge me . Refuses to negotiate with me .

  

  Business response

  01/10/2025

  Invitation Homes has received and reviewed Savanna ******* 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 ******* to review their concerns. ******* disputed their application fee and to resolve, we agreed to provide a refund of the fee. We will continue to try to reach ******* to discuss.
  
  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 response

  01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a current resident who use to love the place that I'm renting and renewed my lease in June but ran into a disaster in July and it's still remains unresolved 6 months later. A water leak has resulted in mold that spread from the garage to the kitchen. The company was aware of the leak before mold set it. They keep sending vendors out to get a bid on the cheapest quote to fix the issue while the mold continues to spread rapidly along with our health deteriorating. I have sent numerous emails and made multiple calls to only be ignored by the managers. I've included corporate on the emails and still no urgent response. We pay $2,323 a month in rent plus the extra expenses they charge and have never been late to be in a house that is inhabitable. I'm being told Tuesday by a vendor that they will be out here to remove about 4-5 feet of the wall in the kitchen that serves as the garage walls and the cabinets roughly 10ft of area to remove the areas where mold is present but have no clue about the repairs. Removing that wall would open the house up to the garage or should I say outdoors. The large area will cause draft from the outside along with insects or whatever else from the outside since there's 4 openings along the garage doors to the outside. I reported that and asked what's the plan for the tenant while the demolition is taking place since we can't live in this house and no response from a manager. I've been told numerous times ******* ******* would be calling me on different days - no response. I'm quite disappointed in the lack of concern relating to this matter and the safety of us as tenants.

  

  Business response

  01/10/2025

  Invitation Homes has received and reviewed Kizza Copelands 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 Kizza regarding the maintenance issues in their home. All concerns have been addressed with updates 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. 

  Customer response

  01/10/2025

  I am rejecting this response because the terms requested were not honored or negotiated. They did offer to release me out of the lease and a refund for the days post move-out. Currently theyre running 3 dehumidifiers 24/7 since Tuesday and its now Friday so not sure for how long but that will be an expensive electric bill for me after the move-out. Having to be available when all of these vendors were being sent out even as of today, meant taking off work losing money. The company hasnt considered none of this major inconvenience along with not being in a livable house with fresh air to breathe for months. We saw the white mold but on Tuesday discovered green & black mold as well once the vendor pulled out the cabinets. The whole house is cloudy from the machines they have running. This situation has not been resolved. I spoke with ******** about this concern this morning. 

  

  Business response

  01/21/2025

  Invitation Homes has received and reviewed Kizza Copelands 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 has spoken with Kizza regarding the termination offer that we previously extended to them. After their rebuttal, we spoke again and made amendments to the first offer to give Kizza January rent back, in addition to what previously offered. Kizza is still not satisfied with our offer and would like more.  We will continue to speak with Kizza on the matter, however we will not be negotiating further.
  
  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 response

  01/21/2025

  I am rejecting this response because:1st offer was spoken on prematurely without knowing the extent of the mold & mold damages present. Not only white mold but black & green mold present which was noted after the cabinets were removed. The mold made me sick, ruined my dishes, cookware and couch. 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On December 27, 2024 I applied for a home with invitation homes. Im a housing authority participant and the renewal specialist told me that I should go ahead and apply for the next property I want to rent before my lease was up. I wasnt sure of the time frame to apply. But Cherokee told me to go ahead and apply now because it was a process with the housing authority coming out to inspect the house and to approve of the house. I also expressed to them I wanted to move at the end of my lease. I wasnt trying to pay a transfer fee of $1500. I was told I wouldnt have to if I move at the end of my lease. I applied paid the $55 application fee. I was approved I had to pay the security deposit of $2199. But start of my lease would be 1/10/2024. I reached out to the leasing specialist **** by phone and email. Still to this day she wont return my phone or email. I was reaching out to discuss the move in date. She would never call me back. I reached out to ********. She tried to help me she got me in touch with ****** the leasing experience manager. Which she explained to me that I applied to early. I was promoted to by ******** to go ahead and apply. Which I have the email thread to show. I just wanted to be refunded back my application for being misinformed.

  

  Business response

  01/10/2025

  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 ***** and advised that we will refund their application fee as a courtesy. We also provided detailed explanations specific to their household and apologized for the experience. ***** was satisfied with our 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. 

  Customer response

  01/13/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the most awful experience renting from invitation homes and dealing with its employees. From the beginning of my lease until now I have made numerous complaints that have been continuously ignored by the staff at invitation homes. If you look at the email attached, you will see one of the many times I complained to the portfolio manager at my local office. This is in regard to moving into a home that was clearly failed in preparing it for the next tenant, my A/C did not work in hot summer, Dishwasher appliance flooded the kitchen, half bath sink had no water, Heat did not work once the temperature dropped, I WAS NOT ALLOWED TO USE THE COMMUNITY POOL BECAUSE THE *** TOLD ME IN JUNE INVITATION HOMES HAD PRE EXSISTING UNPAID FEES FOR YEARLY DUES AND SEVERE WEEDS IN THE YARD FROM BEFORE I LEASED THE PROPERTY. I am now being charged the $450.00 fee by invitation homes to fix the weed issue in the yard that was preexisting before I moved into the home. There is a complete lack of maintenance and repair as the company promised smooth leasing and this is everything but that. I feel that this is fraud and I am experiencing exactly what the *** sued invitations home for and I have proof of it.

  

  Business response

  01/07/2025

  Invitation Homes has received and reviewed ******* Johnsons 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 the *** violation fee. After reviewing their account, we agreed to remove the charge as it was found to be invalid based on information we received from the ***.
  
  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

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved into my current home ******************, August 6, 2024 by default, due to Invitation homes maintenance failings to make the required repairs recommended by section 8, and the leasing agent inability to complete the proper paperwork. causing me to lose my voucher. This process began around April ****** 2024 inspections were done by section 8, as well as Invitation Homes the Inspector with Invitation Homes gave me a great overview starting that I had a nice home and it was in move in ready condition. the only thing that needed to done was a paint job and being that I was there for nine years it was Invitation home responsibility and not mine. However, I did not receive any portion of my security deposit back. After inquiring for it over 60 days, a list of bogus fees was emailed . I have numbers witnesses and receipts that can prove the upkeep of that house. I also paid several application fees, trying to get into this house because they werent completing the paperwork in sufficient amount of time. because I didnt have enough time to look for another home. I just moved forward after losing my section 8 since then they have been throwing on fees for making repairs that I am not responsible for like fixing the mechanisms with inside a toilet me for coming out to do any repair Charging me for a smart home that just has a ring camera, which I already had refusing to make any repairs that were here and complained about before. According to the lease utilities were supposed to be put in my name however theyre holding water hostage with no proof of usage. They also are charging me for sewage garbage, which was not discussed nor paid at the previous address. I feel as though theyre taking advantage Because I no longer have the backing of section 8, the rent here As priced at 2450 however I pay over 3500 after all The hidden fees, they also falsely claim repairs that they did not do

  

  Business response

  01/10/2025

  Invitation Homes has received and reviewed ****** ********* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.          
  
  Invitation Homes acknowledges that ****** was less than pleased with their application process. The original home they applied for was not available. The application was transferred to another property. Unfortunately, we did not receive the request for tenant approval (RFTA) back within seven days which is the required timeframe, causing the application to be cancelled for non-compliance.  
  
  Invitation Homes transferred $2,480.00 in security deposit funds from the previous application to the new account. This was completed August 6, 2024. The application fee was also credited to ****** on July 5, 2024. Per the guidelines of the lease agreement, the resident was charged a missed service appointment on 07/17/2024. The second maintenance charge was for the appointment on 09/17/2024. The lease agreement outlines that resident responsibility is in part, for minor repairs and fixtures. 
  
  The lease agreement details that water, sewer, and trash services are to be billed through Invitation Homes. Gas and or electrical services are encouraged to be put in the residents name. If they are not, there is an administrative fee to manage the additional services. The fees are not hidden nor are the services being held hostage. Although ****** is no longer a participant of Section 8, the same details were provided to the agency regarding lease parameters, ancillary fees, and utility requirements.
  
  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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have two current issues with this business but have had dozens of serious issues with their business since we moved in last January.The first issue: We submitted a maintenance request to have our toilet unclogged on October 29, 2024 and notified them that none of our toilets had been working properly since we moved in (they get clogged on average once a day). The maintenance man came to take a look at the toilets and said he was going to submit a request for a new toilet and he promised us we would NOT be charged, and he even recommended that we submit a request to have our other toilets replaced as well, as Invitation Homes would do so free of charge. Come December 20th, we received a charge for $390 for the new toilet, even though we had been promised we would not be charged. I called IH and they told me to submit a refund request via email, which I did. We have not heard back about the refund and it is now time to pay our monthly bill, and this charge is still on our account.The second issue: We have been paying $500/month on average for electricity, which is crazy as we scarcely use our electricity. ** agreed that our bills were super high and recommended that we switch from Conservice to Reliant and put it under our name. Conservice, Reliant, and IH all confirmed that we wouldnt have to pay double electricity once we received our first bill from Reliant and they assumed that would be around November 19th. ******* has already issued us a bill for electricity and Conservice is still charging us ($311.92 this month) for electricity after two months. We either need to be refunded from Conservice or Reliant.

  

  Business response

  01/13/2025

  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 Kareika ****** (Portfolio Director) reviewed Kelseys complaint. The chargeback dispute was received and reviewed by our leadership team and deemed to not be resident responsibility. This charge has been credited back to the residents account and late fee was credited as a one-time courtesy. The electricity bills were reviewed and deemed to be accurate as they are being billed ***** days in arrears. The most recent bill charged was for usage from October/November. Electricity was not charged for 90 days after the initial move in date therefore we expect electricity usage to continue to be billed through the date ****** had services switched to their name. If electricity bills are provided with overlapping usage dates, we will review and credit any duplicate usage periods. ****** confirmed with ****** via email the status of their dispute. We apologize for any inconvenience.
  
  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 response

  01/13/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been renting a home from Invitation Homes for a couple years. I have had a previous dispute with them over a security deposit wrongfully withheld and that was resolved ONLY because I had documentation on my behalf. This new issue is regarding a repair that they refuse to complete and are 100% lying about it. I rented this home WITH A FENCE around the ENTIRE yard because I have a dog. I WOULD NOT RENT A HOME WITHOUT ONE DUE TO HAVING A DOG. The previous home I rented from them also had a fence. A hurricane completely destroyed the rear fence panels and there is currently several panels missing. I do not want an entire fence, I want the fence panels to be replaced so I and my dog, in which I pay PET RENT for monthly, can enjoy the yard! I estimate 5 panels are needed however I am not a fence expert so I can be wrong. I pay my rent, I take care of their home as if it were my own and I deserve to have this repaired! I have submitted requests for repairs on this, they sent people to look and take photos but nothing happened and no update. Today, 1/2/2025, I called for an update and was told there was NO fence when I moved in; A COMPLETE LIE. I have proof from THEIR OWN WEBSITE as well as my own photos. I am not asking for anything unreasonable but its ridiculous to go through all of this including court to get this repair.

  

  Business response

  01/10/2025

  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.          
  
  Due to the impact of Hurricane ******, we are working diligently to respond appropriately to all matters. On January 9, 2025, we spoke with ****** to provide an update on all open work orders and will give a final update once the work order is completed. We are committed to collaborating with the residents to find suitable solutions within our policy framework and encourage them to contact our team with further 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. 

*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. ↩