Complaints

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a home for a little over a year. I paid a $1915 deposit and received a bill for approximately $200. I'm being charged $850 for a water heater and I never had issues with the water heater while living there, not sure who's me as a renter am responsible for a water heater after I move. I did a move out walk through with an employee, moved my move out date and them was charged for things what were not listed during the walk through that I asked about and also charged for maintenance request that were requested and checked out prior to moving. I got permission to leave items on the curb prior to moving and was charged for leaving items on the curb. Being charged for dirt on the walls when I physically wiped every wall down and lived there over a year. I cleaned the window seals and everything.

  

  Business response

  06/29/2022

  Business Response /* (1000, 6, 2022/04/28) */ Invitation Homes has received and reviewed ****** *****'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. On April 25th, the local management team received an email from ****** questioning the charges related to their deposit accounting. These charges included a water heather, items left on the curb upon move-out, sliding door closets, a broken window at the front door, wall cleaning, and oil stain cleaning. The management team promptly reviewed these concerns in comparison to the move-in and move-out photos. The following day, ****** was advised that the water heater as it was not deemed resident responsibility and bulk trash pickup charges were reversed as we were provided notice of this prior to move-out. However, the remaining charges are valid and considered resident responsibility, and photos showing proof of damage were provided to ****** via email. ****** had placed a work order in late March for the window repair, and since the window was broken while ****** had possession of the home, they are responsible for paying for the damage as outlined in the lease. Also, per the lease agreement, the home should be in rent-ready condition when a resident moves out and the walls were not cleaned and there were oil and grease stains on the driveway, so ****** is required to pay for those charges. 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. Consumer Response /* (3000, 13, 2022/05/20) */ ***Document Attached*** This complaint was to be filed against the invitation homes office in Phoenix/Tempe AZ. I have not heard back is this complaint closed or has it been forwarded to the intended location.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have no did any work on this home they always charging for something they are charging me additional $400 for a month to month lease we have mold in our basement only one bathroom is working the house smells so bad I had to move into a hotel because they basement flooded with human festies everything about theses ppl is about money nothing else they hire ppl off the street to work on there homes currently me and my kids is living in a hotel and it's better then that home I won't be returning back there I have asked them to fix the problem but they haven't please help then I fall through the porch

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ Invitation Homes has received and reviewed **** ******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents 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 ****'s work order history and saw that there has not been a work order called in since September 2021. We ask that **** opens work orders through the maintenance app for any outstanding concerns. The team made several attempts to contact **** to discuss this but have not been able to make contact. **** can contact the team at 773-893-1250 should they want to discuss further. 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

  04/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  erroneous charges applied to my account after move out. Light fixture in basement had previously been notated. Technician that came out to address ticket stated it was improperly installed. Continued to be charged for set up fee for water and trash. When I really should have been charged a reoccurring free. Was charged for trash Pick up twice. Trash pick up was only once a week on a Friday. Was charged additional trash fee double the cost although I have already pay for trash pick up for that month. Move our video was taken and asked the property people if they would like to see the video To show there was no damage to the light fixture in the 12 feet ceiling and that the baseboards and windowsills had been cleaned. I want to make sure that this is documented I had some continued problems with the property management of this property and the erroneous charges are too much I understand touchup paint and fixing things such as the refrigerator drawer. But the charges for cleaning baseboards, trash pick up, and fixing a light fixture are incorrect. These charges have already been submitted for dispute.

  

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/05) */ Invitation Homes has received and reviewed ****** ******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents 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 discuss their deposit accounting dispute. After careful review, we agreed to provide ****** with a refund, and they accepted 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.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The process with this company has been a headache. Our move in date keeps getting pushed back. I requested to have the move in date before 5/20 so they won't charge us May rent. Well they made sure to move it to that day and would charge us May rent. There have been 2 leases sent out that were INCORRECT. Wrong move date, wrong lease term and wrong move in amount. The manager claimed he would adjust the amount due for move in on 4/20. He adjusted it and also they charged my card $2334.95 that was not authorized by me. They claim the have no record of this amount being charged and this amount doesn't show on our charge description sheet. So now my account is short if 2334.95 with their name on the amount on my bank account and they claimed they have no record of it. Now I have to wait to see will it be charged or drop off on Saturday 4/23. I am beyond ****** and stressed. Renting a home should not be this hard.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ Invitation Homes has received and reviewed ******* *******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. The Director of Leasing connected with ******* to discuss their concerns with the application process and condition of the home. ******* was upset about their move-in date being delayed and that the lease had the wrong date. A credit for one day's rent has been applied to their account since they were not able to take possession of the home until the day after the lease start date. Upon move-in, there were some concerns about the condition of the home, and these were provided to the Superintendent and entered into the maintenance portal. The Director of Leasing is working with the maintenance team to get these items resolved. ******* confirmed that all of their questions have been answered. 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

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed several maintenance requests since living in my home. This home was never ready for a tenant to occupy it. Most issues have been resolved, however, there is still the issue of my windows. We have had several contractors out regarding our windows, and it was determined that we needed a window replacement as they are not able to be fixed. They did a water pressure test and water leaked through all of the windows in the home, also dust and bugs come through them as well. The windows also rattle with the wind, blinds move when the windows are completely closed. Invitation homes closed the work order without communicating with me and were told they never sent anyone out, which was completely untrue. They sent out Trademark Residential and Commercial services on 1/28/22 and because of the issue not being able to be fixed, they sent out Lowery's Glass LLC on 3/1/22. The order for the new windows was placed and then it disappeared from the maintenance portal. Invitation homes then sent out their director of maintenance after I complained, who is not a window expert, and he said they weren't going to fix it. They are required to keep our home in a repaired state by law.

  

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/20) */ Invitation Homes has received and reviewed ******* ***'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents 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 ******* regarding the windows in their home. ******* stated the windows are allowing in air, dust, and water and Invitation Homes agreed to send a vendor to the home you seal the windows with clear silicon around the frames which will block these particles from entering. This work is scheduled, and ******* was happy to find a resolution to this situation. 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

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invitation Homes completed a lease agreement, processed the holding fee and security deposit but has not provide receipt of funds or and invoice for move-in fees. Additionally, the corporation has not provided access to make payment, but sends emails telling me I need to make payment. The lease starts on 4/11/22 Monday and the offices have not been responsive on Friday 4/08/22.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/14) */ Invitation Homes has received and reviewed ***** ******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. On April 7th, ***** requested assistance from the Leasing Experience Manager as they were not able to make the move-in payment on the portal. The Leasing Experience Manager returned their inquiry and submitted a service ticket so that our IT department could correct the portal access issue. On April 8th, ***** called spoke with the Portfolio Director who was able to get the portal access link to ***** and ***** made the payment that day while on the phone with the Portfolio Director. They are satisfied now that this is 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.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I vacated my property with Invitation Homes in October of 2020. I was on a month-to-month lease and filed all the proper "Notice to Vacate" forms with the company. Due to circumstances surrounding Covid, I left with a balance owed for back rent of $3,410.77. I worked out a payment plan with them totaling $487.25 a month. I paid my payments faithfully up until I was at $2,480 paid. At this point I began receiving collection notices from the Fair Collections and Outsourcing. I then was finally connected to a lady named Evelyn at Invitation Homes after weeks of trial and error via there "leave a message" number available on the website. With her help, we were able to see that $1,000 had been sent to the corporate office (half of which was applied to the current residents lease) and not applied to my balance. In total I had paid $2,480 of my $3,410.77 balance. After this chaos, I paid the remaining $930.77 immediately and received a confirmation from Evelyn that my debt was paid. Up until recently I had been in contact with Evelyn regarding the harassment by Fair Collections and Outsourcing regarding a fictitious debt that I owed. She assured me the issue would be resolved, as it was the Texas office not getting the memo that the issue had been resolved. This brings us in to the current day, where FCO is attacking my credit report with debt that doesn't exist and I can no longer get ahold of anyone at Invitation Homes to resolve this issue. My next step is a lawyer.

  

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/19) */ Invitation Homes has received and reviewed ***** *******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents 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 ***** regarding the situation with their past due account being sent to collections. ***** provided correspondence with an Invitation Homes associate that confirmed the account was paid in full. Unfortunately, the account did not reflect correctly with the correspondence as the account received a payment of $2110.77 but had a balance of $3410.77. The remaining balance was then sent to collections. ***** was asked to provide receipts so that the Invitation Homes management team could investigate what happened and ***** complied. After review, an error was discovered regarding the money order posting to the account and that has since been corrected. Invitation Homes sincerely apologizes for the inconvenience this has caused ***** and appreciates their patience and cooperation during all the phone and email communication regarding this concern. We have contacted the collections agency to update their account and requested that this be cleared from *****'s credit. 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

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 21, 2022 I received an email stating that I would be charged pet charges. The charges are $300 for registration and $35 for pet rent which would be added to my April rent due April 1st, 2022. I do not and have never had a pet. I called more at least 7 times. On three occasions phone representatives told me they had a solution and the charges would be removed. It is April 4th when I am writing this and the fee has not been removed and further more I am worried about being charged a late fee for a fee that was incorrectly added. Today was the first time that a representative told me that there was no way for the charges to be removed. I cannot and should not have to pay for a pet that I do not and have never had, so I would like help with removing the fee and preventing a late fee.

  

  Business response

  04/27/2022

  Consumer Response /* (2000, 5, 2022/04/06) */ The company in question, Invitation Homes, did reach out to me and the issue is resolved. Thank you very much for your support! Sincerely, ****** ********

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been living in this house for 2 years now before we moved in we were told that if we sign a 2 years lease they will not raise the rent after 1 year but they did and we have called more than once for stuff that is wrong with the house first it was the roaches which we still have then second it was for a clog up shower which they came out to fix then everything got clog up again they came out again the guy that came out told us that what they found has been in there for a long time now we get a bill saying we had to pay for that because we did it which I will not pay now in the second bathroom last night in the shower some tiles fell out which now have a big hole in the shower .

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/14) */ Invitation Homes has received and reviewed ***** ******'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. *****'s signed lease agreement states that their base rent for the first year (04/26/2020-04/25/2021) would be $2100.00 and the second year's base rent (4/26/2021-4/26/2022) would be $2226.00. There is no verbiage in the rental agreement that states they would not receive a rent increase the second year. The management team reviewed the work order history for *****'s home and there are no work orders regarding cockroaches as mentioned in the complaint. There was a work order for mice, which was found to be a result of a door being left open for *****'s dog. Invitation Homes trapped the mice and disposed of them at no cost to *****. If the residence is having additional pest control issues, we ask that ***** creates a work order so we can address. Regarding the showing drain, hair was found in the drain months after ***** moved in. Minor drain clogs are resident responsibility per the lease agreement. We can accommodate a payment plan if needed. There is also a current plumbing work order scheduled for repair, but it has been delayed due to the schedule of the residents. We will continue to work with them until this is 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.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received the renewal of our lease with an increase of $226 increase per month. I asked if its possible to lower it to $50/mo and was told that they can only do $91. After I explained my reason why I am asking for only $50 is that our floor was left like this for a year (see picture attached). I reached out to the Director of Operations but it seems that she didn't read my email to it's entirety. She passed it back to the person who sent the initial rent renewal. The termite issue started 2020. 2x they fixed it termite. Replaced the floor and the second time the termite came back. They let the floor open for a while to see if the termite will not come back. May 20th, 2021- someone is supposed to be replacing the floor. My husbsnd sent the tech a message and even called and left voicemail. No response. I have to use a different number to call that person. I found out that the workorder was cancelled. WE WERE NOT NOTIFIED! Several times they sent people to take pictures and do some tests. My husband will have to wait hours for their techs. Lost several hours at his work. One time I scheduled an afternoon visit and their tech came 8AM! Another incident was when I told them we are not available for Dec 20th, but they still sent the tech. I am demanding for a reimburesement for the increase they impose last year and for the hours that my husband have lost at work and a $50/mo increase for this year lease.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/04/14) */ Invitation Homes has received and reviewed IA ********'s complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. The Leasing Experience Manager connected with the Favereaus and offered a renewal rate that they found agreeable. The Portfolio Operations Director also scheduled a work order to address the flooring concern. We apologize for the inconvenience this has caused them and will continue to work with them until their issues are 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. Consumer Response /* (3000, 7, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The leasing Manager called and we discussed the renewal rate. However, I didn't know that call was pertaining to this complaint. The request is to reimburse the increase they imposed last year and to compensate the lost time of my husband waiting for their tech/s. Business Response /* (4000, 9, 2022/04/28) */ Invitation Homes has received and reviewed IA ********'s 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 made several attempts to contact IA and ***** ******** to no avail. They will continue to reach out to these residents to discuss a resolution. 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. Consumer Response /* (4200, 11, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called during business hours. I sent them a message I can take calls after 7PM onwards since I work 2 jobs and my husband is working as well and most of the time can't take calls. We are in communication in email. I tried to answer the call during my very short lunch time when Mr.Gongaware called on April 29. We spoke and I discussed his proposal with my husband. I sent him a reply on the May 2 and have not heard back until today.

*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. ↩