Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been renting with this company for about 3 and a half years. We have never had any problems and we have always been committed to paying the rent on time, but about a month ago we received 3 violations from the **** one for painting the mailbox, one for an oil stain on the driveway, and one, which really surprised us, for the roof of the house that was damaged by the hurricane. I made more than 3 requests to repair it, and each time they keep reschedule it. In any case, the tenant is not responsible for repairing damage caused by the hurricane. As for... For the mailbox and the driveway, We painted and repaired it immediately. I took pictures to prove this and sent them via email before the specified date. The same applies to the road front. I was surprised today when I was trying to pay the rent for this month that there were 3 violation charge of 35$, one for the mailbox and the driveway, and another for the roof of the house, which has nothing to do with us. I tried to reach them out via email an calls but I got no response I need this charges to be removed from my account immediately so I could pay my rent for this month .

  

  Business response

  02/03/2025

  Invitation Homes has received and reviewed Layla ****** 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 spoke with ***** and have reviewed their concerns. ***** had questions about HOA admin fees. To resolve Laylas concerns appropriately and provide the best possible service, we reviewed and determined fees were billed in error, so we made proper corrections to the account allowing ***** to make their monthly rental payment. We spoke to ****** and they are 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

  02/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into an invitation home on November 1st , 2024. We had to move from our long term rental due to mold ******************* health Right away I know there was water damage issues in the home. I submitted multiple of maintenance request for water damage that should of been noticed prior to me moving in. I have taken off over 10 days for maintenance people to come. On Jan 17th 2025 , they finally sent someone out here to dry out the ceiling. They sent someone who doesn't speak any English, so not all areas were taken care of. They cut into the drywall without protecting areas like MY BED , COUCH, and all my belongings in my bedroom. They left the machines running on my electricity for 3 days ........ I was able to stay in a hotel for 2 nights. Despite me telling invitation homes many of times that my kids and myself are high allergic to this type of stuff they don't care. The holes in my ceiling are still not closed. We can't even sleep In our room due to this. The ** and heat doesn't work for half of the house. We had someone come out to fix the heat but he ended up blowing a fuse which resulted me in having no ** or heat for 4 days , half of my house doesn't even have working windows. My son is allergic to dust mites and mold , since we moved in he's been having breathing issues again , submitted a maintenance request to have ducts cleaned. Had 2 company come out , both recommend that the ** ducts get changed out due to the way it was previously installed. You can see that the work was not done properly. A huge gash is visible in a return vent. This is what is causing the water damage on the ceiling. Light bill is crazy expensive due to heat and ac running all day to keep up. High humidity almost reaching 85% during the day. The house is not insulted correctly. Windows don't close all the way or don't open. Per invitation homes, all homes are "inspected " before tenants move in. This is false information. All of this needs to be addressed ****.

  

  Business response

  02/04/2025

  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.         
  
  Our Portfolio Director reached out to ******** to follow up and discuss the matter regarding the maintenance issues in the home and their displeasure with the speed at which items are being addressed thus far.   The Portfolio Director confirmed that a proposal for remediation would be approved, and work is scheduled to begin on 02/07/2025.  There are multiple phases to be completed for the repairs to be fully resolved.  The Portfolio Director provided ******** with his contact information and will remain in contact with ******** throughout the remaining duration of 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 response

  02/04/2025

  Invitation homes has arranged for a company to come out Friday to replace moisture problem areas in the house. They have put us in a hotel once and has approved for us to stay at a hotel again this time. Next Friday they are replacing all duct work. ***** at Invitation homes has been a BLESSING! He has been on top of the communication & has made sure we are taken care of. I will update again once the work is completed 

  Customer response

  02/04/2025

  I have reviewed the business response and accept this resolution. 

   

  As provided as more information. My portfolio manager has behind me 110% and making sure things are getting done. Work is scheduled this Friday and next Friday as well. 

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invitation Homes billed me last week for $75 for a maintenance related issue. They have not informed me of why I am being billed for this issue. I see no reason as to why I should be financially responsible for this issue. According to the lease, this issue is their responsibility to repair. I have called repeatedly and my phone calls have not been returned. I have spent hours on the phone waiting on hold and being promised that someone will call me back to address this matter and I have received no phone calls.

  

  Business response

  01/29/2025

  Invitation Homes has received and reviewed ******* Dylans 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 connected with ******* about the maintenance charge on their ledger. We agree this should not be resident responsibility and the charge has been removed.
  
  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

  01/29/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since we moved in, in November we have been having issues with our HVAC heating system.The property management invitation homes keeps sending out *************** atleast six times already and they are failing to complete the issue. Since their last visit to the home the Thermostat has completely went out and the heat isnt turning on at all and they are refusing to come back out and fix this emergent issue. At this point I am at a dead end i have a infant and toddler in this home and the temperatures at night drops to atleast 50 degrees. This is unacceptable i have never had to deal with this type of unprofessionalism ever.

  

  Business response

  01/31/2025

  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 were able to connect with ******* via phone and advised that we were going to assign a new **** vendor to come out, assess, and work to resolve the **** in a timely manner. ******* was pleased with the new plan of action and has the contact information for the regional maintenance manager to follow up if 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. 

  Customer response

  01/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  COMPLAINTANT PROPERTY ADDRESS ************************************* COMPLAINT On or about January 6, 2025 the complaintant inquired through the internet regarding the property stated in the complaintant property address above, to the Respondent at its local ******* area office. Over the next several weeks up until Saturday, January 18th, 2025 numerous emails regarding the $55 application fee and the deposit amount of $2,200, which was mandated to hold the property, and was due within 48 hours of being offered the opportunity to rent and reside in the property.I am a Vietnam Era Veteran who is in the Veteran Administration&#**;s Homeless Veteran Program which provides numerous resources for persons in my position who have found themselves without sufficient financial resources to afford today&#**;s market rate to live independently, and as such the VA provides numerous resources to assist persons like myself secure housing.Insofar as I am aware, H32**3633313536343434H is well aware of the processing time that it takes for Housing Authorities to consummate the finalization of the required paperwork inclusive of the ***** which in my immediate case, H32**3633313536343434H provided a one week period, January 10th - January 17th, where it is generally understood that the housing authority processing of the **** will take at least two (2) weeks.Of course, the housing authority was unable to complete the processing of the required **** packet in the aforementioned one-week timeframe which H32**3633313536343434H artifically provided, knowing beforehand that that date would not be met.The issue now is I am unable to obtain my deposit back in a timely manner. Mr ***** the local contact has informed me that it may take up to 30 days on at least two occassions. Yesterday, he wrote via email that the refund of my deposit would take any where between 7 - 10 days to be received and that I was unable to pick up the check nor have the monies credit back to the card which I used for payment.Those funds should have been placed into an escrow account in order that the funds would be immediately available upon demand. It appears to be a Scam and a Hustle because H32**3633313536343434H is and was fully aware the time frame required to process the **** packet, and H32**3633313536343434H set an artifical truncated timeline, wherein they knew ahead of time that the housing authority could not meet.

  

  Business response

  01/28/2025

  Invitation Homes has received and reviewed E Chanlyn Richmond Is complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.          
  
  In receipt of E Chanlyns complaint, the Leasing Director contacted E Chanlyn and discussed the housing timeline. The Leasing Director informed E Chanlyn that their monies paid will be fully reimbursed and will be mailed to the address provided. E Chanlyn was appreciative and stated they will anticipate their 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. 

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The owe me from an overpayment that I made. They then charged me for money they owe. Im now also being charged because their maintenance man put a garbage disposal in that caused a leak. He also put the work order in. They are allowing the maintenance guys to commit fraud by submitting work orders and then charging tenants for the maintenance guys wrong doing

  

  Business response

  01/27/2025

  
  Invitation Homes has received and reviewed ******* *****-Leverstons 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 reached out to ******* directly and reviewed their concerns. Invitation Homes agreed to reverse the charges associated with repairs. This resolution was shared with ******* to which they accepted.      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

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I e been living through homes with invitation homes since 2022. I moved out of my home into a different property on October *******. Since then I have called over 20 times to speak with someone about the final statement charges from my previous home. There have been several charges added to my account for things Im not even aware of. They have a call center who takes their calls but are not able to assist. The only thing the call center does is submit a callback request which is suppose to take up to 48 hours but no one still contact you. I have emailed my property manager ****** ****** multiple times and also many other workers. Today I called and spoke to several agents who just kept transferring me. One agent name Jes ID#****** told me she couldnt assist me and hung up. Charges keep building up on my accounts with no one to discuss them. They just want you to pay them or u get a letter threatening to kick u off of the charges are not paid for ****** u know what they are or not. I just want to be able to speak with someone thats all. I have several questions about multiple things.

  

  Business response

  01/27/2025

  Invitation Homes has received and reviewed ********* Locketts 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 reached out to ******** to request further details about their dispute so we could properly review the matter. Currently, our team is actively working toward a resolution and will remain in contact with ******** during this process.
  
  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

  01/16/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We are leasing a home with Invitation Homes since 2013. The home is located in an *************** in *******************. One of my neighbors is reporting false violations to the *** and Invitation Homes without validating the complaints automatically assigns a $35 admin fee per violation. The most recent violation is of a moldy driveway and sidewalk, the picture used by the individual who reported it to the *** was filtered to look moldy, even the sky looked moldy in that photo, a total disgrace and shameful act. Invitations Homes forwards the complaint to me a month later and I immediately respond with my own picture and ask them to please come and inspect the property, they simply ignore all emails. The *** is copied on that communication and dismisses the violation, but Invitation Homes won't remove the $35 admin fee from our lease portal, they say the violation is valid and I must pay the admin fee. I am in the process of hiring an attorney to sue the *** and Invitation Homes. As a result, we are late on out ******* lease payment because I have no ways to pay a different amount. I have explained to the *** and Invitation Homes that the person who is reporting these false violations is one of my neighbors as a vendetta because their dog poops on my lawn and they don't pick it up, after several attempts I just picked the p*** and left it in their mailbox with a note asking to stop. After that, violations started coming in, she also hates my ***** flag and that was the reason for the last violation. My neighbors' driveways are moldy and they haven't receive a letter, so very simple to figure out.

  

  Business response

  01/27/2025

  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.          
  
  We recently spoke with **** to discuss the *** rules and expectations, and their concerns about the perceived unfairness of the violations issued by the ***. During our conversation, we emphasized that if the property follows the ***'s standards, violations should not occur. We encouraged **** to continue providing documentation of their concerns so that we can further review and assist in addressing the matter appropriately.
  
  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

  01/27/2025

  Our Portfolio Director reached out to me and credited the admin fee from our lease payment. BBB played a valued role in this matter since communication with Invitation Homes is not the best. This should have been resolved weeks ago since my first email to IH. My property is in compliance with the *** rules, I sent pictures to prove it. They cannot just simply assign an admin fee without validating the complaint from the *** simply because the *** has individuals harassing tenants with fake violations. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10, 2024 during Hurricane ****** a large oak tree fell on to our rental home causing extensive damage. We immediately notified Invitation Homes of the damage after the storm. As of 1/16/25 the roof is still tarped and waiting to be repaired. We still have two bedrooms that are unusable due to the damage, and we are still paying the full amount of rent for the home. We have been repeatedly following up with Invitation Homes regarding the roof repair, however we have been told that the roof repairs are deferred. The roof has been tarped, however there are still areas of exterior drywall damage to the home that has left the attic open to the outside. This has resulted in a bat infestation in the attic, which was discovered when a bat flew past a resident's face inside the home. Invitation Homes was notified about the bat infestation, however the pest control company told us that they can not do their part until the roof is repaired. Additionally, we have been told that additional interior damage repair is also on hold until the roof is repaired.We are seeking for Invitation Homes to repair our roof in a timely manner. We feel that it is not appropriate for us to be paying the full amount of rent when two bedrooms have been unusable due to the delay in repairs for months.

  

  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.          
  
  The Portfolio Manager reached out to ***** to apologize and advise where we are in the process of completing the work order. Currently, work is still in progress but 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. 

  Customer response

  01/22/2025

  I am rejecting this response because:  I have not received an update from the portfolio manager since November 7, 2024. 

  

  Business response

  01/28/2025

  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.          
  
  Our Assistant Portfolio Manager reached out to ***** to provide an update on the work order. ***** confirmed they had the latest update and understands we will be moving on to the next steps to complete their work order. 
  
  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

  01/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The support beams under the house i am renting from invitation homes have fallen, and it's unsafe for my family. Invitation homes is not taking this situation serious and since my last call another beam has fallen. None of the beams are bolted down and there has been no footer dug in the ground to support the beams. This is very dangerous and I'm afraid if this goes on to long we could possibly fall thru the floor. I have sent several emails and made several calls i have pictures and videos of beams on floor.

  

  Business response

  01/21/2025

  Invitation Homes has received and reviewed ***** Carters 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 were able to connect with ***** and explain we have a vendor onsite now to assess the beams that fell under the home and they will be preparing their bid for repairs.
  
  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. ↩