Complaints

This profile includes complaints for Invitation Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

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  Invitation Homes

  5310 Cypress Center Dr STE 105 Tampa, FL 33609

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  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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  Invitation Homes

  1131 W Warner Rd Ste 102 Tempe, AZ 85284

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  Invitation Homes

  7702 E Doubletree Ranch Rd Scottsdale, AZ 85258

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented with this company in April 2021 my deposit was $1800. My first attempt to move out was March 2024 but due to the next home failing I asked for an extension which was granted and I moved out on 4/30/2024. Upon my moved out I made sure lawn, inside the home was as I moved in, besides normal wear and tear, trash pick up etc etc. Agent Donae ******** emailed me early May to ask for my new address to send the ledger and deposit. I recieved the ledger indicating I owe the company $1022.25. I sent a certified letter to dispute the charges and emailed Donae ********, Assistant Porfoilio Manager and sent her proof of lawn work, carpet cleaning, trash pickup by ********** public works and also a video of the home being in excellent condition aside from normal wear and tear. She removed those charges. I also provided the company that the payment of April's rent being paid by DCA housing authority, which payment was made. I advised Donae ******** that I am due my deposit minus charges for water and sewer since they were in the company’s name. Upon multiple emails (see attached) Donae ******** agreed that I would only be charged for carpentry/trimming($46), 3 unclogged drains(total $23), cabinet($90) and garage door($195), that’s $354 and also per ledger that total amount is $220.68 for water and sewer. So the total amount that was to be taken from my deposit was 574.68 which I agreed to. I am owed $1,225.68 of my deposit and I have not received anything. Since JUNE I’ve requested via emails an update on the ledger and the eta of my remaining deposit to my new address and I haven’t received a response back or mail. I’ve also called their contact center who also sends a notice to the Sandy Springs office to contact me to resolve this matter and it also gets ignored. It’s been almost 3 months later and I’m still owed my deposit. Not only has Donae ******** been ignoring me since June so has everyone else in the office been ignoring my calls/emails. I need my deposit.

  Business Response

  Date: 09/06/2024

  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 received the inquiry regarding security deposit disputes. Upon review of the account, it is confirmed that the security deposit was not refunded due to the condition of the home after moving out. ****** provided the disputes in writing and Invitation Homes reviewed them. We are currently working with our accounting team to ensure ****** is provided the correct balance of the security deposit.
  
  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

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed my 12 month lease with this company on 6/30/2024. I was expected to receive some of my security deposit back ($2395), however, the company kept the entire amount and charged me additional fees (******). I requested a dispute on 7/17/24 and have not received any follow up from the company. I have sent several emails to all the agents that assisted me during the transition and my emails were ignored. I contacted customer service on 8/23/24, the *** assured me that the complaint would be escalated and someone will contact me back and no one has. I last spoke with a Donae from the company regarding the charges they were charging during move out and she advised me that most of the charges went towards the carpet and that she would adjust the bill. I have not received any correspondence from ***** since. The company took over from a previous management company called Sparrow. Prior to moving into this home ******* knew the carpet needed ***lacing and there were major cosmetic issues with the home and they did nothing about it. I forward emails from Sparrow and I expressing my concerns for the condition of the home to Invitation Homes and they still did not bother to correspond or at least try to work with me. They added and charged me for miscellaneous items that is apart of normal wear and tear that is apart of renting. I am not able to sign in to the account to see if theres charges and I sent emails to the company making them aware and also expressed that I did not want to be sent to collections for poor communication and negligence. I would like my security deposit back!I would some form of communication and/or explanation of the charges. They are extremely unprofessional, dismissive, rude, deceptive and dishonest!

  Business Response

  Date: 08/30/2024

  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 **************** to review their deposit and explain the charges. A mutual agreement was reached and M ******* and those updates to the deposit are in 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. 

  Customer Answer

  Date: 09/06/2024

  I am rejecting this response because: After coming to a resolution with the business on Thursday, August 29, 2024 they agreed to email a written statement effective immediately via email including what we discussed and the refund amount of $2,172.71 that is rightfully due back to me as part of the agreement. They did not keep their promise! No email was sent confirming our agreement. 

  Business Response

  Date: 09/09/2024

  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 connected with ****************** and provided an update on the refund. An updated address was needed before the check could be released.
  
  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

  Date:08/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of charge : 7-23-24 service charge for pool vacuum partial repair and charged me $170.46 the vacuum went out a 1 later

  Business Response

  Date: 09/04/2024

  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.        
  
  Upon researching the issue with the pool service and repair, it was found that the chargeback was assessed in error and a full reversal been credited to Victorias account. ******** was contacted and is satisfied with the 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 Answer

  Date: 09/04/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested assistance on 5/7/24. Our air conditioner was not working. The vendor stated they would be there in a week. I advised this was unacceptable as I have 3 toddlers and am currently pregnant. I had to call all day long to speak to someone in charge. The issue was not fully resolved until 5/13/24. At one point they did send someone who was a maintenance manager to do a temporary fix until they could resolve the issue. On 5/22/24 we contacted them because our dishwasher was not working.. The technician came out on 5/24/22 and confirmed it was an electrical issue. The electrician came out on 6/13/24. He advised us that there was something wrong with the circuit that the dishwasher was on, and that he could do a temporary fix.. He stated he would provide all of the information to the leasing company and they would schedule someone to come out. To this point they still have never contacted us regarding the issue (which I believe means the house is not up to code), or scheduled anyone to come out. Yesterday 8/27/24 I contacted them at 10:30 in the morning to report an issue with my freezer/fridge. They confirmed this would be considered an emergency appliance to repair. I called back at 12:30 as I had not received a call back. She stated she already submitted the request but would escalate it since I have children in the house. By 2:30 I had not heard anything so I called again, she stated that they sent it to the vendor but no one has picked it up. I advised I would like a manager to reach out to me by 4pm. By 4:30 I had not heard anything and reached out to the ********* office directly. The two maintenance people were busy, but I stated I would wait on hold so I didn't risk them not calling me back. By 4:45 the person I spoke with stated she would need to end the call but would have them reach back out to me. I requested that they call me back before the end of their day at 5 pm. I have not received a call back.

  Business Response

  Date: 09/04/2024

  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.        
  
  ***** contacted Invitation Homes stating that the air conditioning has not been working properly, the dishwasher wasnt working, and the refrigerator was not working. After careful review and with genuine care, Invitation Homes repaired the air conditioning system on 05/13/2024. Also, we had a new refrigerator installed on 08/31/2024. The dishwasher is in the process of being permanently repaired. Additionally, a concession was applied to ****** account.
  
  ********************** 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

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of this year I called the managment company about a sinkhole in my kitchen, peaking and sinkhole in living room, and extreme soft spots throughout home. They sent out a total of 8 vendors to submit estimates. I was told the same thing by all, the home needs to be jacked up, all floors replaced, bathroom tubs, lower kitchen cabinets, bathroom cabinets, sub floor, all carpet and hardwood, and this would take several months. All estimates were rejected by the company and closed. I would have to open a new request and we would be locked in the same cycle all over again. This has left me unable to use the kitchen or bathrooms for fear of falling through the floor. (yes i have video and pictures to back it all up) I have tried over 50 times to reach the property manager to no avail. I get lied to all the time that she will call never does. I have been offered no compensation of any kind. The only thing offered was to let me out of the lease. Thats awesome, but that doesnt help me move or give me compensation for months of paying rent on a home that is un inhabitable. I tried to reach them again today and called every 10 mins and still no call. I am done with them. I am filing a complaint here, with the real estate commission, the city for the code violation, and with an attorney. I am filing this with you in hopes of a quick resolution before turning to the court. I worked as a property manager for 23 years and this is totally unprofessional behavior and gives off serious scam vibes. I will also call the news out if need be with the city. I need help. Please feel free to reach out to me. Thank you in advance for any assistance.

  Business Response

  Date: 08/30/2024

  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 ******* and agreed to release them from their lease due to maintenance issues. The move out date is September 2, 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.

  Customer Answer

  Date: 10/01/2024

  This went on for over a year. The floor was sinking in the entire home. The home was collapsing. They gave me the run around and still took money when they should've refunded that and all moving expenses when it became uninhabitable to remain. They were called over 55 times and continue to ignore me. I could not use the kitchen or bathrooms in the home for fear of falling into the sinkholes. I want all expenses paid. Over $8500.
  

  
  

  Business Response

  Date: 10/08/2024

  Invitation Homes has received and reviewed ******* Gearys 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 informed them that the repairs were scheduled prior to the resident moving out. We also informed ******* that we would not be reimbursing the $8,500 requested.
  
  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 Answer

  Date: 10/08/2024

  I am rejecting this response because:  as they have lied and have been sued on several occasions for homes you can not live in. I was living in a home with a HUGE sinkhole and they refused to assist or even relocate me. I worked as. PM for ************************************************************************ court with all the proof from their lies. They need to be investigated and shut down. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2024 To whom it may concern:I am objecting to charges that are false on my move out return. I hope you can clearly see how this is false.There was NO screen damaged during our time at this home. I am also attaching the pre-move out summary as there was nothing stated in this. Please return $230.00.The exterior of the house was also washed and even in the photos from the pre move out you can clearly see there is NOTHING wrong. Please return $175.00.The entire house on Navigation was spotless when we moved out and I cannot even begin explain how upset I am that you are saying the windows were not cleaned. They were in fact cleaned. $250.00 to be returned to ****n regards to the following 08/01/2024 Sewer - 02/28/24-03/30/24 ***** 0.00 ******** ******** 08/01/2024 Sewer - 04/29/24-05/28/24 ***** 0.00 ******** ******** 08/01/2024 Water - 02/28/24-03/30/24 ***** 0.00 ******** ******** 08/01/2024 Water - 04/29/24-05/28/24 ***** 0.00 ******** ******** 07/31/2024 Final Water - 07/01/24-07/27/24 ***** 0.00 ****** ******** 07/31/2024 Final Water - 05/28/24-06/30/24 ***** 0.00 ****** ******** 07/31/2024 Final Sewer - 07/01/24-07/27/24 ***** 0.00 ****** ******** 07/31/2024 Final Sewer - 05/28/24-06/30/24 ***** 0.00 ****** ******** 07/31/2024 ************* Fee 9.95 0.00 732.*********** Total of $521.40 to be returned to **** have no idea why you are charging me for this as this was paid in our rent over those periods of time and I know you have record of that as our rent was never late. If need be I can find my receipts of paying rent In total $1,176.40 needs to be returned to me via check at ****** and ************************* **************************************

  Customer Answer

  Date: 08/30/2024

  Monday afternoon I was cleaning and suddenly the water shut off. I went to my phone to see if there was a problem in our area. Then I called the water *** and had to hold for 15 calls ahead of me. The woman I spoke to said it was shut off due to an outstanding bill and would not be turned in until it was paid. It was almost 4 and I had to find money to pay before 5 and we would be left all night without water. I then found money and called back to pay only to wait again and I was trying to beat the clock. I paid the bill and they turned water on. The following day I spoke to invitation homes and was told the water and trash is paid by them and it was their error and they would reimburse us and were sorry for the mix up. They have given us no other details on how its going to get back to us and rent is due soon

  
  

  Business Response

  Date: 09/06/2024

  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.        
  
  We have carefully reviewed ******** concerns regarding the charges against their security deposit and utility billing. We spoke with ****** and agreed to make some adjustments regarding items withheld from the deposit and explained that the utility billing bills were in arrears. We also discussed a reimbursement for water bills paid at their current home and are resolving this by applying a credit to their current account ledger.  
  
  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

  Date:08/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 16, 2024 I received an official letter from Invitation Homes, ******************************************************** stating the letter was a notice of the final disposition of my security deposit for the home located at **************************************. An attached copy of my detailed Move-Out Statement was attached with the information that my security deposit refund check will be issued and mailed separately. As of today, August, 27, 2024, I have not received the security deposit. Additionally, I sent an email to the three employees at the office, one on August 23, 2024 and a second on August 26, 2023, as well as a corporate representative regarding when the check will be mailed. I have not received responses from my emails. When I call it is transferred to voice mail so I'm not able to speak with someone.

  Customer Answer

  Date: 08/27/2024

  I received the check in the mail today, August, 27, 2024. I'm sorry that the refusal of the Invitation Homes employees caused me to write to BBB. Thank you for your service.

  Business Response

  Date: 08/29/2024

  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.        
  
  Since receiving the complaint from *****, the Portfolio Director, has reviewed the move out statement, outstanding charges, and the status of the refund check. Invitation Homes verified that the deposit accounting statement was emailed to ***** on August 16, 2024, and the refund check was mailed via **** to the forwarding address we have on file on August 19th.   
  
  ***** contacted the local office on the morning of August 26th, looking for an update on the refund check. Their email was not responded to in a timely manner; however, they have since been contacted as of today, August 28th. It was explained that the refund check was mailed out on August 19th, and they should receive it any day now. ***** was very appreciative to hear from Invitation Homes and confirmed that the check was received today.
  
  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 Answer

  Date: 08/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a technician out to my house several times the last year in regards to my dryer vent not pulling in air correctly. I have now spent money out of my pocket to replace the heating element in my dryer- twice- in the last year due to an issue with the home vent system. If you know much about these elements but they should last a minimum of 3years.I have had 3 different professionals out to my home (out of my own pocket) and they are all saying there is an issue with the vent and air not coming through correctly. This is now becoming an expensive issue for me -each heating element has cost over $250) but this is also a HUGE fire hazard for my home and family. Your tech comes out, cleans the vent and leaves- but that is not resolving the issue or the fire hazard, or the heating element being fried every couple months. I opened a ticket with the landlord for the issue on the following dates- 06/19/24 08/04/23 08/22/24 All these dates a heating element had to be replaced out of my own pocket -can provide receipts- costing me a total of $655.31 out of pocket. As of now I contacted the landlord about the same issue date of 08/14/2024 without any resolve. I have emailed the "experience manager" 5 different times and am now getting the run around in having anyone come attempt to fix the real issue. I am asking that not only this fire hazard in my home be handled but that I am reimbursed the our of pocket expenses I have spent in my own good faith efforts.

  Business Response

  Date: 09/04/2024

  Invitation Homes has received and reviewed ***** Cuzzones 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 confirmed with ***** that there are no further issues at their home and advised that a credit was applied to their account.
  
  ********************** 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 Answer

  Date: 09/04/2024

  I am rejecting this response because: the business offered to apply a credit to my account with them. I am asking to be reimbursed as this was money out of my pocket. I dont need a credit in account that cost them nothing. My lease with them is done on 10/01 and is paid up to date. 
  when in conversations i was told i would get my money back. Nothing was mentioned about a credit to my account nor was I given an option. I am still in negotiations and will be consulting with an attorney if its not resolved. 

   

   

  Business Response

  Date: 09/10/2024

  Invitation Homes has received and reviewed ***** Cuzzones 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 attempted to reach ***** to discuss their rebuttal but have not been able to make contact. They will continue to reach out in hopes of reaching a mutual agreement.
  
  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 Answer

  Date: 09/10/2024

  I am rejecting this response because:   This is not correct I have no heard from anyone- factually stating I have followed up around the issue now daily since Weds 09/04 and being told the people I am trying to contact are not available and they are refusing to now provide direct contact information. I got a voicemail today 09/10 attempted to call back and was told the person "*****" was unavailable was not able to get any direct contact information for ******* or an email. A follow up email was also sent to ** ***** *******-on 09/04- in which his response was simply that he would reach out and get me an update. It is now 09/10 and no update has been given on his end either. All phone calls are documented in my call logs, along with record of text messages sent on 09/04 then following up again on 09/07 and 09/08. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have previously reported all the issues that occurred when moving into my rental home. Unfortunately, it seems that filing a complaint with the BBB is the only way to get a response from anyone at IH, but even that only provides a temporary solution.Recently, I was unfairly charged $75 to fix an issue left behind by the previous tenants. The ************ and its employees have acknowledged that *****, the worker typically responsible for turning over homes between tenants, is out on workers' compensation, which is why my home was neglected. It is not my fault that they failed to conduct a proper turnover, and it is unacceptable to charge me for their oversight!

  Business Response

  Date: 09/04/2024

  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 agreed to move the charge from ********* account as it was done in error. ******** has been notified.
  
  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

  Date:08/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 5/2024 MY PREVIOUS LANDLORD CHANGED FORM SPARROW TO INVITATION HOMES. IMMEDIATELY ON MY 6/1/24 PAYMENT I NOTICED I WAS NOT BEING CHARGED ANY UTILITY BILLS SO I CALLED INVITATION HOMES. I WAS TOLD THE ***** WERE BACKLOGGED BECAUSE OF THE CHANGE IN LANDLORDS. I ASKED WHEN I WOULD SEE THE CHARGE OF THE BILLS AND WAS TOLD THEY DIDN'T KNOW. ON MY JULY 2024 PAYMENT AGAIN I SAW NO UTILITIES AND WAS CONCERNED. I CALLED AGAIN AND ASKED THEM ABOUT MY UTILITIES AND WAS TOLD NOT TO WORRY THAT IT WAS A TRANSITION PROCESS. I ASKED IF I WAS GOING TO GET A SURPRISE COMBINATION OF THE TWO MONTHS OF BILLS AND I WAS TOLD NO. I WAS TOLD I WOULD BE CHARGED ONLY ONE MONTH AT A TIME. FINALLY ON. MY AUG 2024 PAYMENT I SAW ONE MONTHS OF BILLS WHICH I PAID 7/29/24. ON 8/15/24 I GOT A VOICEMAIL ABOUT A PAST DUE BALANCE. WHEN I LOGGED INTO MY ACCOUNT I SEE THAT THERE WAS ANOTHER SET OF BILLS ADDED TO MY ACCOUNT ON 8/1/24 WHICH I RECEIVED NO ADVANCE NOTICE OF. THIS IS EXACTLY WHAT I WAS TRYING TO PREVENT WHICH WAS A LUMP SUM OF BILLS ESPECIALLY WITHOUT WARNING. I HAD BEEN CALLING ABOUT THESE BILLS, I WASN'T GIVEN AN OPTION TO PAY IN ADVANCE AND WAS TOLD I WOULD JUST GET CHARGED ONE MONTH AT A TIME. NOW I LOGGED IN TODAY AND THERE IS ANOTHER SET OF BILLS ADDED FOR 9/1/24 SO WITHIN THE MONTH OF AUG I HAVE BEEN CHARGED $938.08 IN BILLS. THIS IS RIDICULOUS. TO BEGIN WITH I SHOULD NOT HAVE BEEN BACKLOGGED IN BILLS BECAUSE I ALREADY HAD AN ACCOUNT WITH COIN SERVICE AND I SHOULD HAVE JUST BEEN CHARGED MY REGULAR BILLS ON A MONTH TO MONTH BASIS IN JUNE JULY AND AUG; THESE BILL SHOULD HAVE NEVER ACCUMULATED IN ONE MONTH; THIS IS POOR MANAGEMENT ON INVITATION HOMES. I HAVE CALLED AND REQUESTED TO SPEAK TO A MANAGER AND THE ONE PERSON WHO DID CALL ME COULDN'T ANSWER MY QUESTIONS BECAUSE SHE SAID SHE WAS NEW ITS BEEN OVER A WEEK AND A MANAGER HAS NOT RETURNED MY CALL. THIS COMPANY IS POOR MANAGEMENT AND NO ONE KNOWS WHAT IS GOING ON. I WOULD URGE ANY HOMEOWNER NOT TO USE THIS COMPANY

  Business Response

  Date: 09/04/2024

  Invitation Homes has received and reviewed **** Lozanos 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.        
  
  ****** ******** (Portfolio Director) reviewed Jeans complaint and worked with our billing team regarding the concerns. During the property management transition, **** did not receive a utility bill for the months of May, June, and July. In an attempt to bring the utilities current two months worth of bills were charged. **** was given an extension to the 30th of August with no late fees to make payment.
  
  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 Answer

  Date: 09/11/2024

  I am rejecting the response. The issue here is that ** failed to charge me my utilities on a monthly basis and then lumped three months of utilities without warning or notification. It is untrue that I was given Until 8/30/24 to pay my utilities without fee. In fact I had been calling on a monthly basis to ask why wasn't I being billed for utilities and every month I was told that I would be charged in arrears but never was I told that I would be charged three months at the same time. The issue here is they failed to do their job and charge me my monthly utilities as they are supposed to do. **************** is never able to give you an answer. When I asked to speak to someone about this issue they had a new girl call me and she couldn't give me answers. I requested for ******* to call me and to this day he still has not called me.They are very unprofessional. They failed to follow up with me and give me an explanation as to why they waited three months to charge me for utilities and then charge me all three months at the same time.