Complaints

• Initial Complaint

  03/02/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Greetings, I was renting a home that was manage by Invitation Homes. The owner of the home gave me the option to purchase the home. I was approved for a mortgage for the home and my closing date was schedule for 01/28/2025. But the owner has to reschedule the closing date for 02/07/2025. Since I was still under the rental agreement until 02/15/2025. I paid the full amount of $1575.00 for February rent. Invitation Homes deducted $843.75 for February rent. So I am due back $731.25. I have email and called Invitation Homes *******, ** office and the corporate office in ******, *****. But no will email or call you back. I just want my $731.25.

  

  Business response

  03/10/2025

  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.        
  
  Upon receipt of ***** complaint, we connected with them directly to provide an update. Our accounting department has confirmed the refund of $731.25, and we are currently working to see if we can send the refund via ***** for overnight delivery. Yura expressed appreciation for the follow-up and stated that they would be on the lookout for the refund in the mail.
  
  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

  03/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ******* ******, the Portfolio Director at Invitation Homes, regarding her unprofessional and negligent conduct in handling an issue related to my rental account. Since February 11th, 2025, I have made over six attempts to contact ******* by phone and voicemail regarding a credit that should have been applied to my rental ledger. Despite my consistent attempts, ******* has failed to respond to any of my messages, nor has she provided any explanation for her lack of communication.I am extremely frustrated by this lack of response, especially given that Moniques refusal to engage with me seems intentional. It appears that she is deliberately ignoring my inquiries so that the 1st of the month will pass, and I will be forced to incur a late fee. This is a highly unprofessional practice, and its clear that ******* is taking advantage of the situation by ignoring my efforts to resolve the ********* a tenant who has consistently paid on time for over a year, this experience has been a significant disappointment. I have always maintained a positive relationship with the property and have never been late on any payments. However, Moniques neglectful behavior is now jeopardizing my financial standing by potentially charging me an unnecessary late fee.Given the gravity of the situation, I request that a representative of higher authority, above *******, reach out to me and provide a thorough explanation as to why I have been ignored. I expect clear communication and resolution of the issue at hand as soon as possible.Thank you for your attention to this matter. I trust that the BBB will take the appropriate steps to address this complaint. Please feel free to contact me via phone or email for any further information.Sincerely,*** *******

  Customer response

  02/27/2025

  This issue has now been resolved by Monique 

  

  Business response

  02/28/2025

  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 *** to advise we provided a concession to offset the high electric bill.
  
  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

  02/26/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Im ******** Luchidio, Invitation Homes tenant since December 2018. Address ***************************************************. Since 2018 I have had renters Insurance that renews automatically unless cancelled. ****** cancelled my renters insurance but Invitation Homes have been charging me for extra renters insurance on their end. I have been having this issue every year and I have to make lots of calls to reverse the charge every year. From 4/20/2024 to 10/1/2024 and January 2025, Invitation homes have billed me for renters insurance home liability policy premium and home liability policy admin fee every month. I have been calling, emailing, am told theyll work out to refund the premium. Recently they only refunded the premium for January 2025. I am still following up on the other premiums, but I seem not to get help while months go by. When I call or send emails to invitation homes am told they have forwarded the case to manager and it will be resolved. I would like invitation home to refund all the premiums they have billed on my account with the admin fee. Since its a headache to get the refunds, may they please stop billing my account when I am in good standing with my renters insurance that covers the home.

  

  Business response

  03/06/2025

  Invitation Homes has received and reviewed ******** Luchidios 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 Invitation Homes ******************* spoke with ******** regarding their billing concerns where they did not receive credits for insurance. ********* account has been updated to reflect the credit added to offset the insurance charges while they had active insurance.  We consider this resolved.
  
  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

  03/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented from this property for over five years since Ive been living there it has been so much headache, lack of customer service to residence complaints.I finally got a chance to move out of this property. They had my deposit of over 1500+ an insurance check of $500 Which covered any expense I needed to move out and yet they still sent my account to collections after they sent me a ledger stating that owed zero dollars, so now Im in collections because they Looking for ways to exploit people like theyve always been doing bullying and manipulating resident Im filing This complaint, exposing of their bullying and corporate slumlords that they are.

  

  Business response

  02/28/2025

  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.        
  
  Invitation Homes reviewed the dispute regarding the account balance after ******* vacated the home. The statement of security deposit was sent to the ******* notifying them of the $1,729.33 balance. It did not state the balance was $0.00. Additionally, when ******* vacated, there was an outstanding amount left on the account totaling $3,174.33 which include unpaid charges during tenancy. The security deposit of $1,445.00 was applied to the outstanding amount. Invitation Homes is unclear on the reference of $500.00 sent by an insurance company. There is no such record of that payment. We regret that ******* is not satisfied with the history with Invitation Homes. We hope these details help to settle the inquiry.
  
  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

  02/22/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Today, February 22, 2025. I was supposed to had moved into my new resident with Invitation Homes. The day before on February 21, 2025, I had a new residence orientation at 9am. The home appeared to be in perfect shape, empty and clean with everything working properly. However, the very next day, which was my move in date at 4pm on 2/22/2025, and upon entering my home via SMARTRENT app, which was accessing with a code, I noticed my home was occupied by someone else. My lock box with the key inside was removed. I never was received a code to open the box to retrieve my house key. So I never had access to the keys of my home. There were personal items inside the home, washer and dryers, big screen tv's, bedroom furniture, clothing, even a dog inside the garage. I tried to call the manager's office to confirm if they accidently leased the property to someone else but being a Saturday and the business was closed, management was not available so i only spoke to answering services. They were able to double check to confirm I indeed was the only person applied for this rental home. I told them i was calling law enforcement since i figured there were squatters there, but after speaking with the police, and after they did a walk through the house for observation, they advised me to be careful trying to maintain my presence here because it's highly possible that another leasing agent rented out the same home. If that's the case, then Invitation homes suppose to be well aware if this property was available or not and for this specific ordeal, its highly unacceptable for me. I could had been shot at and harmed after entering this home. Thank God no one was at home during the time. This is a HUGE NEGLIGENT AND VERY UNPROFESSIONAL. This is not good business AT ALL! I I had to cancel my truck deliver, wall mounting services today among other pricey moving preparations...I will be escalating this matter and do not wish to be a tenant with this company.

  

  Business response

  02/27/2025

  Invitation Homes has received and reviewed ******* ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Leasing Manager connected with ******* and apologized for their experience upon move-in. We confirmed the home had trespassers and we are actively trying to resolve this issue. ******* was offered and accepted a full refund of all monies paid.
  
  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

  02/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  own a residence next to Invitation Homes. They are not taking responsibility for a fence they paid a contractor to install a few years ago. The fence is falling apart and they are claiming I own the fence. If they are going to be ***** about ownership, do you really want to rent a residential property of theirs? What happens if they say that is your responsibility which is what you see in a lot of Invitation Homes reviews. Renter beware.

  

  Business response

  03/03/2025

  Invitation Homes has received and reviewed **** Hanagriffs 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.        
  
  This is currently in process with our maintenance team. We have updated **** and will continue to provide updates during the process until completion.
  
  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

  03/03/2025

  I have reviewed the business response and I have heard from Invitation Homes. Some issues are under way to resolve

   There is an injury to a minor that has yet to be resolved.

• Initial Complaint

  02/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are in a rental property under Invitation Homes and have been without heat since 10/17/2024. Work orders and phone calls have been placed. Emails have been sent but nothing has been resolved to this date 2/20/25. The company has not contacted us or responded to any of our phone calls or correspondence. They send technicians out but no one has repaired the heater. They come and leave with no resolution.We have had to purchase portable heaters for our bedrooms. There is a pregnant tenant and a disabled tenant on the property. The property manager has not offered any assistance.This is inhumane treatment of their tenants to make us go this long with no heat and not even offer to bring in portable heaters for the house. And we are paying for it.

  

  Business response

  02/27/2025

  Invitation Homes has received and reviewed **** Walkers 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 sent a technician back to the home to assess the heat after it stopped working again. The heat was repaired on February 25th.
  
  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

  03/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached to a vendor to clean the air duct since my children have been getting sick constantly since moving in Invitation homes. I was told the air ducts were full mold. After reporting to invitations homes at least 3 times, I was denied service. A month later after my last request for service, I was charged almost $600 dollars for air conditioning services that I was told were denied. The air duct are still blowing black and gray substances because the air duct cleaning was never done. I don't understand how checking the air conditioner was resident responsibility. The vendors never looked at the air ducts.

  Customer response

  03/03/2025

  After I submitted my claim on February 20, I spoke to ****** at Invitation homes om the 21st who went above and beyond to research for upper management and myself. I would like to commend ****** for her amazing work to rectify this issue. There is still the matter of the mold that has been an issue before we starting renting the home.

  

  Business response

  03/03/2025

  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 has reviewed the complaint submitted by ****** regarding air duct cleaning and associated A/C service charges. We appreciate the opportunity to address Latoyas concerns and provide clarification on the actions taken to resolve this matter.
  
  Upon reviewing the rehabilitation and work order history, we found that the A/C coils had not been cleaned since 2017. Given this oversight, we determined that the charge was not appropriate and have removed it from Latoyas account. ****** has been informed of this adjustment and expressed satisfaction with the resolution.
  
  To prevent similar issues in the future, Invitation Homes is strengthening its service request review process to ensure maintenance history is thoroughly assessed before denying service. We are also improving communication protocols to provide residents with clear and accurate information about covered services. Additionally, we are working closely with our vendors to enhance the evaluation of air quality 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.

  Customer response

  03/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/20/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I currently pay 1845 per month in which I pay a certain amount,(Georgia ************** affairs). I had been emailing IH that I was out of work(health issues) for months and housing notified them of the back pay. ** has failed to respond to any emails nor comfirm such. I was left with a letter( that was stuck on my doorstep taking me to court for a outlandish claim of me owing over 7000. being that ivitation homes will not go over 30 days without nonpayment of rent.. I have continously reached out via email and phone with no explanation as to the how I owe this much in rent with no notification or resolution to this matter. ( all receipts,emails will be available upon request)I also have been a 4 resident with no prior history of said matter,

  

  Business response

  02/21/2025

  Invitation Homes has received and reviewed Mecca Kelleys complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  Upon receipt of Meccas complaint, the Property Management team reached out to and informed them that we have submitted a request to our accounting department to make the necessary adjustments based on their new HAP contract, effective February 1, 2025. Once the adjustments have been completed, we will follow up with Mecca to provide an update and confirm their correct balance.
  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

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to complain about this company as a whole but I can use today 2/19 as a specific date. This evening at 7:20pm I received an email stating that charges were being sent to me for a maintenance request that I placed on 1/7/25. The maintenance request was to come look at our roof because after hurricane ******, we lost a few shingles and I wanted to make sure our roof still had integrity. Invitation Homes sent out a contractor to come look at the roof. We were told that our roof needed to be replaced and then Invitation homes closed out our request stating that it was completed. We never received a new roof. And now we are being charged $96.04 for a roof as renters. To continue on last year 11/15/23 I put in a service request because on 11/14/24 in the middle of the night the stucco fell off the top of our house and crashed into the roof. Invitation Homes had a third party vendor come out and look at the home and we were told stucco needed to be replaced. Invitation Homes took it upon themselves to just caulk it back together and never replaced the exterior of our house. And even today they are trying to make us pay for sod when we the tenants put in our move in inspection that our grass was not sob but different varieties of weeds and grass. They are now telling us we are responsible for replacing the lawn. They charge their tenants for every little thing and yet never properly replace anything. *** friendly reminders that usually dont charge home buyers, well invitation homes charges their tenants for every piece of mail the *** sends. Especially when its about replacing the lawn with sod which should not be our responsibility.

  

  Business response

  02/28/2025

  Invitation Homes has received and reviewed ******* Garrisons 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.        
  
  Lindseys concerns are currently in review process with our maintenance team, compliance team, and property management team. We will be updating ******* during this process as we reach a 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.

*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. ↩