ComplaintsforInvitation Homes

Real Estate Rentals

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

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Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
IH processed my rent payment on 5/1 (see attached) and it cleared my bank account 5/3. On 5/6 I got a late notice and called the main office twice for help fixing what was clearly their issue. Someone said they’d resolve and call me back by EOB. Today I called again, same thing, they’d fix it. We just received a legal notice on our door to pay the rent that we paid on May 1 already or vacate, now IH isn’t fixing their issue and trying to charge a late notice when we weren’t late and evict us illegally.
Business response
05/10/2024
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 reviewed *********** concerns and found that the account was billed incorrectly, which resulted in the duplicate May rent charge. We corrected the ledger and confirmed that their payment was made on time, and they have no balance due currently. We’ve attempted to reach ********* to share our findings and resolution but have not been able to make contact.

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
04/21/2024
Complaint Type:
Billing Issues
Status:
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.
Forced into internet agreements with lease rentals even if the provider doesnt service your area youre paying for something you can even use with the excuse of they cant remove it and that I have to pay for it regardless. Invitation homes also doesnt fixs items in the home and our floor has been leaking since we moved in 2 years ago with several maintenance request and nothing fixed.
Business response
05/03/2024
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 leasing manager left a voicemail to discuss lease charges on ******** ledger. Two voicemails for a call back were left on 04/29/2024 and 05/03/2024 with no response. ******* can reach back out to us via email ******************************* or by phone at ************.

Communication regarding the lease charges has been ongoing with the leaseholders since the lease renewal offer was sent earlier this year. ******* was aware of the new charges on the lease before agreeing to renew. Work order requests at this time show they have been called in and resolved within 2-3 days. The last work order was placed on 04/21/2024 and resolved the following day.

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
04/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
Since I moved into my residence, its been absolutely downhill. I moved into this residential community on 03.29.2024 and I've called numerous times, opened number tickets, sent emails to my leasing agent, all to no avail.Issue:-Haven't had access to my mailbox upon inception -Haven't had my trash picked by contracted party since I moved in 1) Mailbox issue:I was never told *** 'who/what/where/when' regarding retaining access to my mailbox. ********************* with IH gave my false information on 04.08.2024 to open a maintenance request for mailbox issues which fur***r delayed my mailbox access - I should've been advised to visit my local post office to which I did on 04.07.2024. I ***n submitted a request via *** post office to have my key changed however, ***y refused to inform me of what my mailbox number was as ***y said I have to get this from my leasing office. When I informed ********************* of this issue - he informed me that he wasn't sure of what my mailbox number is ei***r and that I should go back to local post office for resolution.2) Trash/garbage pickup I live in a residential community and since I've moved in, my trash has yet to be picked up. I've followed *** ****** guidelines in place by both my HOA and GFL, and every week, my garbage hasn't been collected. To date, garbage hasn't been picked up. Per guidelines, my trash bin is:-Placed outside Thursday evening prior to pickup -Bin 'is not' overflowing -Lid is fully closed -Bin is 5ft from any obstructions Note that I am a single person, and even though I do not accumulate truck loads of garbage, my garbage is now 3 weeks overdue!!---Note that I moved on on 03.29.2024 and today's date of file is 19.Apr.2024 I still do not have access to my mailbox nor *** company GFL pickup my garbage.
Business response
04/25/2024
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 ******* who confirmed they received access to their mailbox on Wednesday, April 24th. We expressed our sincere apologies for the experience and offered to escalate the trash pick-up concerns with the trash provider. ******* was appreciative of this and will keep us posted on if their trash gets picked up this week.

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
04/26/2024
I am rejecting this response because:
This response only addressed one of my issues. I had another issue regarding the negligence of my trash pickup by the company GFL and as of today, 26April2024, my trash has yet to be picked up. Again, my garbage can was left outside of my residence the night before (Thursday) for a scheduled pickup for today and yet again, for the 4th week in a row, my house hasnt been serviced.
Following the guidelines:
- Trash can is 5ft from any obstructions
- Not overflowing and the lid is fully closed (I still have 3 weeks of garage piled in my garage whenever GFL decides to fulfill their duties)
IH contacted me Thursday and confirmed that GFL will be picking my trash up on Friday - to which this is still unfulfilled.
Business response
05/03/2024
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 Portfolio Director connected with the maintenance department to schedule trash pickup at Chasitys home. On May 1st, ******* confirmed the trash was picked up.

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
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There is previously repaired structural damage to the front of the home that invitation homes knows about. In April 2022 I reported water damage on the flooring which resulted them and replacing the floors. Now two years later, and January 2024, all of the glued down vinyl flooring has peeled up. Invitation homes sent out, a contractor to remove the water damage materials, paint over the black mold, and dry out the home. The foundation in the dining room has Moisture in the 500s using a moisture reading. Invitation homes has sent out no less than six different contractors to supply six different quotes that say all of the same thing. There is water leaking through the foundation, the cement blocks, stucco, and bricks on the exterior wall of the dining room and garage, causing the water damage to the floor And moisture on the foundation. They will not fix this, even when given health code violations and threatened to go to court. At this point, we have no flooring in our home. We have termite damage to the exterior of the home. We have a 35-year-old roof, Plus more repairs need to be done
Business response
04/26/2024
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 is working with ******** on their concerns and is currently in the process of transferring ******** to another property.

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
04/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Friday April 12th my ac stopped working. I reported it immediately with no response until Sunday April 14th. The repairman came and basically said this AC is really old and I need to run a new wire but can't fit but it really should be replaced. My ac has gone out 7 times in the 5 years I've lived here. The unit is over 20yrs old (you can research based of serial number). It is now 9pm on April 17th with no schedule to repair the *** On the portal you can see the estimate keeps getting denied and a new one is requested. I believe we are up to 5 at this time. I understand the company wants to save money with the vendor but it's almost 90 degrees outside and is becoming a health issue. My bedroom is upstairs and due to the heat I got ill yesterday. I also have a toliet that was looked at the same day and it still is under review with no scheduled actual repair. I've been without repairs for almost six days now and that's a long time in the Texas heat. I've called daily for updates and I'm just told the portal will update. Yup it updates with another denial of repairs.
Business response
04/25/2024
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 Sarahs complaint on 4/19/2024. After reviewing, it was determined that the delay in service was due to a part needing to be ordered. There was a delay in the initial work order being accepted as we attempted to try and locate a vendor who could service immediately. Temporary units were provided on 4/19 to try and provide some relief. The toilet work order is still pending and escalated to have a vendor to submit quote ASAP. The quote has been submitted as of 4/25 and the management team is currently reviewing and will escalate to vendor to schedule. We apologize for this delay in service and the inconvenience this may have caused.

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
04/25/2024
I am rejecting this response because: I'm really not trying to be a horrible person there's just a lot you may not be aware of. The toliet has been under review by Invitation homes since 4/22 which is the 2nd submission from the vendor, it is currently 4/25 therefore its not the vendor you are waiting on. I have attached a screenshot I just took at 12:40pm 2/24. The ac unit, I understand you were in search of a new vendor but your current vendor lied to us and maybe you as well. We took off work Tuesday 4/23 for the repair after they called to schedule. At 4:19 they said my work order had started but no one was here. We texted them and they immediately called back and said yeah we don't have the part, when are you available? Which makes no sense, why would they schedule us if they didn't have the part that's been the issue? We are scheduled again for Saturday which no one even asked if we were available we just got a push notification from invitation homes. I will make sure to be here but at this point I'm not sure they will actually show. I have attached another screenshot showing where they say it started and then needed a new appointment 1 minute later but be assured no one came by. Unfortunately, until both repairs are actually finished I won't be able to accept the response due to being lied to, which may be on your vendors behalf. Again, I'm not trying to be difficult I just had nowhere to turn and it has reached almost 15 days at this point. I do appreciate the temp units for my upstairs as I had purchased my own units downstairs after about 5 days of no ac and it hitting 90 degrees a few days.
Business response
05/03/2024
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 Sarahs complaint on 4/19/2024. After reviewing, it was determined that the delay in service was due to a part needing to be ordered. There was a delay in the initial work order being accepted as we attempted to try and locate a vendor who could service immediately. Temporary units were provided on 4/19 to try and provide some relief. The toilet work order is still pending and escalated to have a vendor to submit quote ASAP. The quote has been submitted as of 4/25 and the management team is currently reviewing and will escalate to vendor to schedule. We apologize for this delay in service and the inconvenience this may have caused.
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
05/03/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/17/2024
Complaint Type:
Billing Issues
Status:
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.
Reference: *********************************** Subject: Complaint against Invitation Homes for Misrepresentation of Rent Owed Upon Lease Termination I am submitting a formal complaint against Innovation Homes for their egregious misrepresentation of rent owed upon the termination of our lease agreement. Despite providing the requisite 30-day notice on April 2nd, 2024, Innovation Homes has inexplicably chosen to overlook April 2nd, resulting in them erroneously charging rent through May 3rd, rather than the agreed-upon termination date of May 2nd. When we sought to rectify this glaring error, *******, our leasing agent, refused to acknowledge the oversight and directed us to *******, exacerbating the frustration and confusion surrounding the matter.Despite numerous attempts to seek clarification and resolution, *********************, the leasing manager, has failed to respond to any of our messages, leaving us feeling utterly disregarded and disrespected as tenants. Furthermore, Innovation Homes has applied a two-month rent penalty beyond the 30-day notice period as mandated by the terms of our lease agreement, despite there being no concessions to return.This egregious discrepancy in rental charges and penalties has not only inflicted significant financial strain upon us but has also severely undermined our trust in the integrity and professionalism of Innovation Homes as a property management company. We have been left feeling vulnerable and exploited by their unethical business practices, and we are deeply disappointed by their blatant disregard for our rights as tenants.We urgently request the intervention of the BBB to compel Innovation Homes to rectify the termination date and rental charges in accordance with the terms of our lease agreement. It is our fervent hope that through your intervention, we can achieve a fair and just resolution to this distressing situation.Thank you for your attention to this matter.
Business response
04/24/2024
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.

***** has been in contact with their Leasing Experience Specialist via phone and text. The signed termination agreement has a move out date of May 2, 2024, which is accurate based on the buyout addendum in the lease agreement. The Leasing Manager attempted to reach ***** and another leaseholder to discuss but have not been able to make contact.

************ has been in contact with the Leasing Experience Specialist via phone and text. The termination paperwork that is signed has a move out date of 5/2/24 which is correct based on the buyout addendum in the lease. A phone call from leasing management was placed to both residents on 04/18/2024, resulting in a voicemail message. No return communication has been received.

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
04/16/2024
Complaint Type:
Billing Issues
Status:
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.
Invitation homes bought out streetlane in the ****** area. A ton on issues were not resolved with steetlane and on move out invitation homes charged me for bills already paid or items which should have been repaired by streetlane. Example: I am receiving an electricity charge from Jan 12 -Jan 31, how is that bill owed when rent and electricity due in one bill on the first of the month. I should have been charged for *** no later than feb. How do I have a $642 electricity charge from Jan not paid and it is now April. My move our date was 3/31/2024 in which all rent was paid. Please see attachment
Business response
04/26/2024
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 Whitneys complaint on 04/17/2024 and worked with our billing team to review the move out charges. ******* was sent their current and the previous management companys ledger for reference. They were notified that utilities with the previous management company ended on 12/12/2023. The next billing cycle was from 12/13/2023 to 01/11/2024. The paint charge was reduced, and the flooring charged were removed prior to ******* receiving the move out statement. The remaining charges are valid, and the pictures of damage have been sent to ***************

Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
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.
During our final move out walk through the inspector detailed what needed to be done such as pro carpet cleaning, patch painting some areas of the house, mowing and trimming yard (front & back) and pro move out house clean. In no way did the inspector state to my wife that the carpets had to be replaced (he said it just needed a pro cleaning), all the walls need repainted etc. We knew there would be a few items we would have to pay from our rent deposit such as replacing the living rm window blinds, some finishing of the trimming outside because my tool broke while using it.1. Invitation Homes is charging us for burner pan replacement which the inspector said they were fine and would be reused. 2. Charging us for extensive trash pick up and putting trash in the grass bin which is not true. 3. We did not leave paint damage, we patched and painted wall areas per inspector instructions 4. We had the carpets professionally cleaned per business Invitation Homes uses these carpets had normal wear and tear which we are not to be charged 5. Charged mulitple service fees dated 3/30/2024 without explanation 6. Charged for a can opener removal for a can opener that was already attached to the house when we moved in 7. Charged for water, sewer and trash for *** Feb that were already paid during normal rent processes 8. Refusing to show us actual receipts for all charges they claim we have to pay for. Refusing to communicate with us as all customer service is overseas 9. Inspector during final move out gave us instructions on what needed to be done a. We did not replace the living room blinds -we expected that charge b. We did not finish with yard because my machine broke-we expected that charge
Business response
04/22/2024
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 researched the issue and provided ****** with a detailed response to the dispute. The removal of the can crusher was reversed in full, the discrepancy in final utilities was reviewed by our utility provider and determined there was in fact a billing error which has since been corrected. The dispute for the carpet replacement charge has been reviewed, and while Invitation Homes is not able to reverse the remaining charge for the carpet replacement, Invitation Homes has refunded Joshuas original carpet cleaning cost from ******* Steamers, in the amount of $254.00 as it was previously recommended to ****** to clean the carpets upon move out. ****** is aware of this determination and satisfied with the outcome.

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
04/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- Date of Start of Problem: January 19th, ongoing - Business Commitment: Invitation Homes committed to providing a habitable living environment with functioning amenities, including running water, secure locks, operational garage door, and a functional air conditioning system.- Nature of Dispute:Recurring issues with the well on the property, resulting in prolonged periods without running water (4 days) and subsequent water quality problems, notably a strong sulfur odor. This problem went on for at least 2 weeks. Faulty sliding door lock between the lanai and living room, posing a security risk.Non-functional garage door, hindering its intended use and compromising security.Malfunctioning air conditioning system since prior to move-in date, as reported by our FPL rep, leading to discomfort and excessively (Over $2,500 over the span of 3 months) high electric bills.- Efforts Made by Business to Resolve Problem: Despite repeated attempts to escalate the issues through direct contact with the Regional Area Supervisor, maintenance requests, and communication via provided channels, definitive resolution remains pending. Subsequent work orders have failed to address the maintenance deficiencies adequately.- Additional Efforts Made by Tenant:Over 14 work orders logged into their maintenance app within the span of 3 months.Over 20 emails reaching out with concerns.Had to work around the business's availabilities, resulting in having to call off work multiple times.On multiple occasions when requested repair work, the assigned representative cancelled on the same day, causing further inconvenience and delays.
Business response
04/22/2024
Invitation Homes has received and reviewed ************************* Sosas 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 agreed to credit **************, and ****** has confirmed there are no additional items they need assistance with.

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
04/23/2024
I am rejecting this response because: Although I am happy they are willing to credit me, there are still many issues that have not been settled. I am hoping the company contacts me directly again so we can discuss and come to a mutual understanding and completion.
Business response
04/30/2024
Invitation Homes has received and reviewed ************************* Sosas 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 is currently working with Milany regarding high electric bills. We are waiting for final clearance stating the electricity has returned to normal. We have already issued a credit and were not aware of the two additional months that will also require reimbursement.

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
05/09/2024
I am rejecting this response because: Problem has yet to be solved, and it has been longer than a week since last spoken to. I keep receiving eviction notices from company and being told the file shows "under review". I would really like this nightmare to end.
Business response
05/31/2024
Invitation Homes has received and reviewed ************************* Sosas 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 reviewed the high electric bills in question and provided a reimbursement to Milanys account on May 23, 2024.

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
06/04/2024
I have reviewed the business response and, accept this resolution.
Initial Complaint
04/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I submitted a maintenance request for flooring in January 2024, I have had 5 technicians come out and all agree with pictures and proof that my flooring needs to be replaced. I have called this office 3x and been hung up on every time I express my concern that my claim was closed due to being cosmetic. I dont know 5 technicians professional opinion meant cosmetic. They have all shared how dangerous this is and someone was recently hurt at my home due to the floor separating when you step on it.
Business response
04/24/2024
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 maintenance supervisor reached out to resident ****** on 04/16/2024 to discuss the flooring issues and previous bids that were submitted. They advised ****** that he and maintenance manager would be inspecting the floor for next step.

After inspection, the maintenance supervisor and manager agreed that replacement is necessary. A final vendor was sent out 4/19 with a pre-approved bid to replace on 04/22. Work could not be completed on the same day and vendor is slated to return 04/29/2024.

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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