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

  598 Northlake Blvd STE 1000 Altamonte Springs, FL 32701

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  Invitation Homes

  5920 S Rainbow Blvd STE 1 Las Vegas, NV 89118

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:08/14/2024

  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.

  Invitation Homes advertised a pet friendly fenced in property when that is not true.

  Business Response

  Date: 08/21/2024

  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.       
  
  *************************, Leasing Director, thoroughly reviewed the complaint and spoke to ******* about the concerns. *******, a current resident, reached out to us regarding our advertising of homes as pet-friendly and the mention of fenced-in yards. During our conversation, we clarified that labeling a home as pet-friendly indicates that we accept pets, but it does not necessarily imply the presence of a fenced yard. We also assured ******* that any home with a fenced yard is clearly noted in the listing, while those without a fence are not labeled as such. ******* indicated that they now understand this process.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:08/14/2024

  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 just sent to the agent and Corporate. I keep trying to contact them for weeks with no call back. I just keep calling emergency maintenance over and over. tried to call people numerous times with no call back. My plumbing is backing up It smells like a sewer. The carpets throughout the house my NEW FURNITURE, Ive lost pay. Sewerage is coming through the drains. Animals in the attic, that was noted prior to our move in. Hot water tank broken. We moved in on 8/2. Our lease from our apartment was over on 8/11. Invitation Homes made us sign and pay for rent from the 20th of July through August. We noticed a very strong f**** smell in the rugs.This was prior to our moving in. We thought it might be from the animals that were reported prior to us moving in. We moved in on August 2nd. 11pm we finished. I took a shower on the 3rd black sewerage started pouring out from the laundry room, where my new washer and dryer are and our of our shower. Had to have an emergency plumber come from Fly Plumbing. My new furniture is all downstairs. The plumber came out. . He said this is a bandaid. This is a major plumbing issue. 2 days later the same backup occurred. He came back again. Now he sent his proposal for work and they need a second opinion. we can hardly use water. Now service sends their proposal and we wait again. Then Im sure they take the cheaper bid to dig up the ground and hopefully replace the pipes. Meanwhile everyday the sewer is backing up in the laundry room. **** dig a huge hole. Corded it off and leave with no updates on when they will back. toilet wont flush. it starts pour out from under the toilet and the shower. They finally get in touch with them and they tell me they have the OKAY from invitation homes to come back for the pipe replaced today, Rugs and my new furniture smells. Being forced to sign the lease prior to our apartment lease expired. The plumbing. The animals. The embedded smell. Loss of work. Emotional stress.

  Business Response

  Date: 08/21/2024

  Invitation Homes has received and reviewed ******* Pundas 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 Manager (********) reviewed Deborahs situation, and the following is a summary of her findings.
  
        ******* began their lease on 07/20/2024 and reported that they did not physically move-in until 08/02/2024.
        On August 2nd, they first noticed an issue but did not submit the work order until the 4th. The issue was promptly resolved the following day.
        Another work order was submitted related to plumbing on August 7th which was temporarily resolved on the 8th, pending approval of a proposal for a more permanent solution. Upon approval, the necessary work was completed on August 14th.
        Also on August 7th, ******* reported a hot water heater leak which was resolved the following day.
  
  Currently, ******* has two open work orders regarding flooring and pest control issues, which have both been scheduled with a vendor.
  
  Throughout this process, ******** made two phone attempts to reach ******* in addition to a follow up email. ******* *** respond to Michelles contact attempts if they have questions or concerns.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 08/21/2024

  We had to sign the lease on 7/20/24 even though our current lease did not expire until 8/11/24 with our apartment in ********************. Our first night in the ***** Stream was on 8/2/24. First shower was on 8/3/23 were the sewage started coming through the shower, toilet and the laundry room drain.  We were never in the house more than an hour prior to 8/2 just slowly moving items from our apartment to the new home.  We asked if we could begin the lease at least by 8/1/24 but was told we could not due to the fact if we didnt sign now we would have to start the process all over again and someone else could jump in and take the house. So we signed under duress. We had to pay a third of that month plus one month rent and one month security. Over 7k.  Not to mention our apartment were we had already paid 2.2k to stay til 8/11/24. Had to pay in 30 day intervals. Then to find out within 1 day of arrival theres a broken main sewer line, animals in the attic, broken hot water heater and carpets that smell so bad if you put your hand on it and smells like f**** We found out after we signed the lease about the animals and thought that was the smell. On 8/3/24 we found out it was sewer water. Category 3 Bio Waste I was told recently.  

  Customer Answer

  Date: 08/21/2024

  I also want to add I came home from work, ******** emailed me back and said she will be in the office until 5pm.  I had to go to the store and came home around 440pm. I called ******** at 443pm and it went straight to voicemail.  I left a voicemail and said if she doesnt call me back by 5pm I will call again tomorrow. I work in a very busy office. At this time of year I do not take a break or lunch. My choice.  Too much work.  So I have to call after work and she clearly stated she would be there until 5pm. 

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because: I sent 2 additional messages yesterday with no response back.  I also have called the Mtx Manager ******** twice now and she has yet to answer or return my calls. 

  Business Response

  Date: 08/28/2024

  Invitation Homes has received and reviewed ******* Pundas complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We have reviewed the rebuttal from ******* and have spoken directly with the resident. ******* is still experiencing rodent activity in the attic. We have confirmed that traps are still in place to capture the rodent. Once the rodent is caught, we will proceed with repairing the soffit.
  
  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 am rejecting this response because she offered credit. Never received any. Said the animal situation was finished. Traps set still no animals. They were supposed to come back but never showed.  We were forced to sign the lease on 7/20. Our apartment lease was over on 8/11. They denied our request to at least start the lease on 8/1.  They said if we didnt sign now we would have to start the process all over again and someone could take the house. Our very first day was on 8/2 when the sewage backed up into our shower, laundry room and toilet. Pictures were attached. They have disrupted our lives for the first month and the items the fixed had to be fixed and should have been fixed prior to us signing the contract. ******** said she would have some sort of resolution my yesterday, Wednesday, August 28th. Nothing.  I also work at a company where we use the BBB.  They are not the only company. I am the companys contact person too.  This is gone too far now with no resolution. 

  Customer Answer

  Date: 09/12/2024

  They covered the soffit last Saturday and said there were no animals inside. Now I have maggots and they are saying they might have to charge us for this. They charged me fire homeowners insurance but we sent them the insurance documents in July.  They charged us for Smart Rent for Ring Doorbell and the thermostat to be adjusted through the app. Nether one are available in the app.  They show a fireplace in the listing. During our walk through we were told we cant use it -one of the big reasons we wanted this house. Still overgrown foliage in the yard.  If you know of a good attorney please send me their information. Thank you 

  Customer Answer

  Date: 09/23/2024

  Flies now everywhere.  There had to be over 100 killed today. About 50 yesterday. Maggots, hundreds last week,  today found a new maggot.  Spiders are coming back.   I want to CANCEL this lease. Reverse eviction.  Force majeure   Im done.  Its making me have anxiety.  I keep looking for bugs constantly even when Im not at home 

  Customer Answer

  Date: 09/23/2024

  Just some pictures of maggots.  I cant live here anymore. And nobody will call me back from Invitation Homes.  I need a lawyer. Doesnt even have to be a good one. The evidence I have is very incriminating.  

  Business Response

  Date: 11/01/2024

  Invitation Homes has received and reviewed ******* Pundas complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  It is our findings that the response given to this complaint is factual and a good representation of the events that took place at this home.
  
  - Pest control requests have all been submitted and rectified.
  - A new work order for the vapor barrier was submitted on 10/15/2024 and is scheduled for completion on 11/02/2024.
  
  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. 

• Initial Complaint

  Date:08/13/2024

  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.

  The house was infested with rodents. Major water issues in bathroom just covered up. Floor was rotted underneath the tub. Was rushed into the house when we were very clear we didnt need to move In right away. Was made to sign a lease before we were aloud to look at the property. Very slow to fix things the right way always just a patch job. Poor communication. All around horrible company to rent from.

  Business Response

  Date: 08/22/2024

  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.        
  
  The superintendent and the turns manager both reached out to *******. The superintendent scheduled to walk the home on Tuesday August 20th.  Upon inspection of the home the superintendent found an issue with the bathroom floor and a microwave that was not properly installed. The superintendent called the contractors that were contracted to do the work and recalled them out. All work is scheduled to be complete by the end of day on Wednesday August 21st. The superintendent will follow up at the end of the week to confirm completion.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:08/13/2024

  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 rented from Invitation Homes in ** and ** with great experiences. My ******* rental has been less than desirable. Regarding *******, my move out fees are nearly $9000 before the deposit. The idea that I would ever do anything to a property to make it so horrible as to owe so much money is ridiculous.When I moved in the carpet was dirty, smelled bad, and it was patched up in two places in the hallway and in the master closet. When I vacuumed with the ***** vacuum, the carpet came up and wrapped around the belt of the vacuum breaking three belts forcing me to purchase another vacuum. I moved in as is because I had two small dogs who were house trained but I didn't feel new carpet would be ideal with pets. I knew the carpet would need replaced when I moved out due to the condition of the carpet before I ever moved in. The tile was cracked in the bathroom which I pointed out but didn't feel was a deal breaker until now when I am being charged for it. When I moved out at the end of July, I left the bottle of cleaner that was there before I moved in. I am being charged for "leaving things behind" that were there when I moved in. I am being charged for the shower door not being aligned when that is how it had been since I moved in. I am being billed for issues that were documented as being pre-existing conditions. A window was broken and an order had been placed to have it repaired. I am being charged $1,000 for the window alone, stating I didn't report the window. The window is in the maintenance work order. The wood flooring has three bills for the same floor. The house has six different types of flooring in it. I am simply asking that the move out bill be examined again as I am being woefully overcharged.I sent an email with the list of things I am responsible for and a list of what was preexisting. I have not received a response yet. I only want what is fair. I am willing to pay for things that are truly my fault, but not for things that are not.

  Business Response

  Date: 08/22/2024

  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.        
  
  ********************* (Director of Operations) and ***************************** (Portfolio Director) reviewed ***** complaint on and worked with the billing team to address their concerns. We agreed to refund the charges for cleaning, painting, and flooring. Most of the balance was attributed to the early termination fee. The remaining charges are valid. Pictures of the damages and charges have been sent to Juli for their record.
  
  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:08/13/2024

  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.

  Hi, so my sister and I rent a house through this company everything was going good until about 2 months ago, last month the managers at invitation homes had us sign a 3 month agreement to pay a certain amount and we tried paying our rent this month on Friday 08/09/24 they wouldn't accept it, they said we have to pay the whole amount, but the whole amount they want us to pay is what we signed the 3 month agreement on and we have 2 months left on it. They are charging us electricity and gas even though we have xcel that we have been getting bills from. I tried talking to the manager that has us sign this and she didn't care what I said or my sister said.

  Business Response

  Date: 08/22/2024

  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.        
  
  On August 13th, the Portfolio Director reached out to ***** via email to set up a call to further discuss their billing concerns. ***** explained that they had previously set up a payment plan for some unexpected utilities that were billed to the resident account ledger. The electricity and gas were taken out of the residents name in error by the utility billing company and the charges from March 28th to June 14th were posted to the resident ledger instead of being charged to the resident directly. Due to this issue, we waived the vacant service fees and set up a 3-month payment plan for these charges.
  
  The Portfolio Director reviewed the account and reviewed the notes from the Assistant Portfolio Manager and determined the amount ***** was attempting to pay on August 9th did not include all fees for the current payment period. On August 14th, the Portfolio Director broke down the payment plan and provided a copy of the signed agreement to *****.
  
  Due to ****** frustrations, the Portfolio Director offered a revised 3-month payment plan for the balance which was related to the utility charges. The new installments will begin September 8th and end on November 8th. The Portfolio Director also requested copies of the ********************* received from the electric and gas company to ensure there is no overlap of these charges. The invoices have not yet been provided to the Portfolio Director for further review.
  
  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:08/13/2024

  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.

  On April 2024 I ended and returned a property I rented from Invitation Homes and complied with all lease terms. However, upon vacating the property, they unfairly withheld $1,620 of my deposit using convoluted legal language and date manipulation to assert I gave notice too late when in fact I did it at least two weeks ahead of their bold lettered stated date, despite my adherence to all conditions. My repeated attempts to resolve the issue were met with deliberate obstruction, as they failed to provide any meaningful assistance or access to management, effectively blocking my claim. This behavior is not only unethical but also feels akin to theft. I seek the return of my deposit and a formal review of their practices.

  Customer Answer

  Date: 08/15/2024

  The company responded quickly to my complaint. The original contact handling my claim, who had previously ignored my phone calls and limited their response to brief, repetitive emails quoting contract terms, suddenly decided to call me directly after this complaint was reported. Unfortunately, the conversation was unproductive; the representative refused to consider my perspective, even after reading back to me the exact text that led to the disagreement. At one point, they even suggested that I should "learn to read." Despite my repeated requests, they refused to escalate the issue to a more senior officer or at least a different contact, leaving me feeling stuck and frustrated.

  However, there's been some progress. Later I received an email from a different contact at HQ, and when I called them, they answered immediately. This person demonstrated a completely different attitude, showing a willingness to listen and work towards a resolution. I am currently providing the requested documentation, and Im hopeful that this new contact might help move us towards a satisfactory conclusion. We'll see how it goes.

  Business Response

  Date: 08/20/2024

  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.       
  
  In receipt of Joses complaint, the Assistant Portfolio Manager reviewed and reached out to the past resident regarding their concern. ***** lease states that if a resident intends to vacate the home at the expiration of the lease term, the resident must provide least sixty (60) days advance written notice to vacate.  **** signed a 2-year lease from 04/09/2022 to 04/08/2024 with this clause.
  
  On 02/25/2024 we received notification that **** did not intend to renew their lease. **** was then sent a notice to vacate for all parties to sign. The notice to vacate was signed with resident move out date being 04/08/2024.  This falls 16 days short of the required 60-days notice to vacate.  An explanation as to why **** was charged for 16-day lack of notice was provided via a phone call and email.
  
  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:08/12/2024

  Type:Service or Repair 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.

  I moved into my rental on May 27th, 2024. We noticed upon move in that the bathtub in the master bedroom had a large crack in the bottom. It was too soft to support weight, so we could not use it and put in a maintenance request. We had several companies come to inspect it and they said it needed to be replaced. It would be a 2 day job, first day to remove and the next day to install the new tub. They removed the tub on July 10, 1024. The new tub has yet to be installed. Now they are stating another 4 weeks to get the tub. We have contacted the leasing company several times, but they refuse to return our calls. We would like the tub replaced immediately and a credit to our account for almost 4 months of not being able to use our master bathroom. This has caused a huge inconvenience to me because I have a torn meniscus in my knee and the only other shower is upstairs.

  Business Response

  Date: 08/20/2024

  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 are working with ****** regarding their open plumbing and flooring work orders. This is still in process as of August 20th.
  
  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: 08/20/2024

  I am rejecting this response because: the business is not and has not been communicating with us. We have been waiting over 3 months to use our bathroom. No tub or shower since we moved in. The business doesnt respond to any emails or calls. We would like our rent credited asap. We have also mailed out a formal written notice to put rent into escrow from the lack of response by invitation homes. This business has been terrible to work with. 

  Business Response

  Date: 08/26/2024

  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.        
  
  On August 20th, the local management team spoke with ****** to provide an update on their plumbing and flooring work orders. A follow-up email was sent on August 21st and a voicemail was left on August 23rd. We will continue to keep ****** informed as the work progresses and will provide a final update once the tasks are completed.
  
  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: 08/26/2024

  I am rejecting this response because: I sent a certified letter to Invitation homes on 8/20/24. It was received on 8/23/24. This letter was required by law to be sent to withhold our rent into escrow since the repairs were not completed within 7 days. Invitation Homes has been a nightmare to deal with and the way they are handling this matter with the better business bureau just confirms their lack of professionalism. 

  Customer Answer

  Date: 10/10/2024

  No. This business had ignored all attempts to contact. I have left several messages and they all go unanswered. 

  Business Response

  Date: 10/18/2024

  Invitation Homes have received and reviewed Mr. ****** ********** rebuttal to the Better Business Bureau. We value our community and accordingly made it a priority to work directly with our residents to resolve the matter. Invitation Homes responds to the Better Business Bureaus request for information as a courtesy.
  
  We have addressed and completed all maintenance issues within the home. On October 18th, we attempted to contact Mr. ********* at ************ and sent a follow-up email. Additionally, a voicemail was left today. We remain committed to resolving this matter and will continue our efforts to reach out. We are dedicated to working with Mr. ********* to find suitable solutions within our policy framework and encourage him to reach out to our team with any further concerns.
  
  Invitation Homes prides itself on good customer service, legal and ethical compliance, and providing safe and quality homes. 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: 10/21/2024

  I am rejecting this response because: we have to call about 10 times before our call is returned. Then when its returned we have no answers. It took 5 months for our bathroom to be usable and we still are waiting on the credit. Invitations homes is dragging their feet with processing this credit for us. This has been the absolute worst process ever. We are owed a credit, we were promised a credit once repairs were complete, and we are still waiting on the credit! 

  Business Response

  Date: 10/24/2024

  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.        
  
  We have successfully addressed and completed all maintenance issues within the home. On October 23rd, we spoke with ****** and are continuing to work on resolving the credit adjustment to their account. We remain committed to resolving this matter and will continue our efforts to reach out. We are dedicated to working with ****** to find suitable solutions within our policy framework and encourage them to reach out to our team with any further concerns.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 10/24/2024

  I am rejecting this response because: the credit offered is way too low. The math to find out the credit would be sq ft of divided by rent amount and then sq ft of bathroom times that. Rent $2420 divided by house sq ft of 2187 equals $1.11. Then the bathroom of 280 sq ft time $1.11equals $310.80 times 5 months equals $1554.00. Thats the MINIMUM we are expecting. It should be greater for our time wasted dealing with this and the inconvenience of me having to use the stairs with a knee injury. 
  

  The bathtub wasnt even fixed correctly as you cannot use the tub function because water pours all over the floor door to a terrible faucet placement. 

  Business Response

  Date: 11/05/2024

  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.        
  
  We have successfully addressed and resolved all maintenance issues within the home. On November 4, 2024, we reached out to ****** via email and are actively working to complete the credit adjustment to their account.
  
  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: 11/06/2024

  I am rejecting this response because: I have contacted ******* ****** over 10 times and she has not returned a single call or email. We are owed a credit for 5 months of not having access to our first floor bathroom. 

  Business Response

  Date: 11/14/2024

  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 local management team spoke with ****** and reviewed their concerns. To resolve ******* concerns appropriately and provide the best possible service, we ensured and confirmed the completion of repairs to the bathtub and provided ****** with credit for not having the ability to use the bathtub at time of repair. We spoke to ******, and they confirmed the credit on account and established a payment arrangement for the outstanding balance owed.
  
  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: 11/16/2024

  I am rejecting this response because: it was the entire bathroom that was unusable not just the bathtub. There was exposed insulation, wires, pipes, the toilet wasnt bolted down etc. The ENTIRE BATHROOM WAS OFF LIMITS, according to the vendor assigned to demo the bathroom. We were told to leave the door closed and fan running until the repairs were completed. We called several times a week to get the repairs done and were given the run around. Now we are being giving the run around about our proper credit of $1554. If the work was done in a timely manner we would not still be dealing with this issue. We have only received a partial credit of $650. We are still missing the additional amount of $904. We will pay our rent minus the $904 that is owed to us. 

  Customer Answer

  Date: 11/25/2024

  The company has refused my rent check and turned off my ability to pay rent online. I have not been served with an eviction notice so this is completely ILLEGAL behavior. I would like to be contacted ASAP. 
  ****** ********* **********

  Business Response

  Date: 12/02/2024

  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 local management team spoke with ****** and have reviewed their concerns. ******* concern is regarding a return payment due to payment not being made in full. ****** was aware of the balance owed on the account and was informed that full payment was needed. We further explained this to ****** and confirmed the necessary payment amount needed in addition to offering a payment arrangement for Decembers rent payment.
  
  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: 12/19/2024

  This business has not resolved any issues. They are playing games and only respond when the bbb is involved. We want to be contact by corporate immediately.

  Customer Answer

  Date: 12/19/2024

  This company took over 5 months to fix the only first floor bathroom with a shower/tub in it. They are refusing to compensate for the square footage of said bathroom. They only want to give us the amount for the tub area even though the bathroom was completely out of order with exposed insulation, piping and wires. The toilet was also not bolted down. The local agent ******* ****** has been absolutely zero help and only returns calls when the bbb is involved. We would like someone from corporate to address this instead of her. She has been dragging her feet on this issue for 7 months and this is unacceptable. The bathtub is also not fixed correctly and has a severe slant on all sides so the water splashes everywhere when filing the tub. You cannot set anything on the bathtub ledge without it falling down.

  
  

  Business Response

  Date: 12/20/2024

  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.         
  
  Our Regional Director of Maintenance, *** *******, has spoken with ****** and has reviewed their concerns. ****** had ongoing maintenance issues that needed to be resolved. To resolve ******* concerns appropriately and provide the best possible service, we repaired the bathroom concerns, provided monetary credits to the account, and agreed to enter payment arrangements for ******* outstanding balance of $5095.95. It was agreed that ****** would pay $2495.39 today with ******* rental payment on the 1st, no later than the 3rd, and the remaining $2600.56 to be paid no later than ******* 21, 2025. We spoke to ******, and they are satisfied that the work has been completed and that we were able to come to agreement with the outstanding balance owed.
  
  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: 12/25/2024

  The business has contacted us to fix the issues and provide the credit in a timely matter. According to the company we should have the credit in January. We accept this resolution. 

  Customer Answer

  Date: 02/14/2025

  My leasing company asked me to drop the last BBB complaint about a non working bathroom I had to deal with for 6 months. *** ******* said he would resolve the issues with a credit I have been waiting on since October 2024. I closed the complaint and they have not responded or communicated nor has a credit been provided. This time I will not be closing the complaint until the credit is applied to my account and any fees removed due to their lack of accountability. I am tired of the run around and chasing them down to pay my bills. It is completely ridiculous at this point.

  
  

  Business Response

  Date: 02/19/2025

  Invitation Homes has received and reviewed ****** ********** complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.          
  
  We have spoken with ****** and have reviewed their concerns. To resolve ****** concerns appropriately and provide the best possible service, we completed the bathroom repairs and provided one month of credit due to the inability of having a full functioning bathroom. We informed ******, and they are satisfied that credit has been applied to their account and has been able to remit their rental payment.
  
  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: 02/19/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/11/2024

  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 have moved out of their rental property at ***************************************** on 5/1/2024. Invitation homes has not paid me for my security deposit at this property; nor did they do a walk thru with me. They have this property listed for rental.

  Business Response

  Date: 08/20/2024

  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.
  
  ***** resided in their home from June 2022 to July 2024 and their home was originally managed by *******. Invitation Homes took over management of the home, however, was not aware that ***** had provided their notice to vacate to Sparrow, which resulted in ***** not receiving their security deposit. After review, we determined that ***** should receive their deposit, and the refund will be overnighted to Vickis forwarding address once processed with accounting.
  
  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:08/11/2024

  Type:Service or Repair 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.

  We've had a septic issue since 6/20/24 with sewage backing up into our yard and every time I call they act as though they have no idea how bad it is. No one gets back to you and when they do they don't help at all. We can't use the bathroom, shower, laundry or dishwasher however according to them this is not an emergency and we have partial use of the house. We alerted the health department who has been trying to get ahold of someone in the ***** office for 2 weeks with no luck. We had to find somewhere else to live which was not in our budget or what we wanted to do but we can not live in a home like this. The house is already relisted and the septic hasn't been pumped or fixed to date. This was absolutely the worst experience we've dealt with. Horrible company and the people just don't care.

  Business Response

  Date: 08/16/2024

  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 concerns. We agreed to allow **** to terminate their lease without penalty due to the ongoing maintenance issues. **** will receive their security deposit back after vacating.
  
  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: 08/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/11/2024

  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.

  My rental property has two ac units, one for the upstairs and one for the downstairs. Sometime on Wednesday 08/07 the ac unit upstairs stopped working, I figured it out after sweating and failing to sleep for 6 hours that night. The unit was turned on and supposed to be blowing cold according to the thermostat, but the outside fan wasn't spinning and the condenser hose was warm.So I immediately put in a work order request for the affected unit to be serviced. Within 4 hours I got a repair scheduled to come out later that day so all good right? Wrong. The ********** was great but they weren't able to solve the problem, they were apparently only approved to replace the capacitor, which they did but the unit also needed to have to condenser replaced and that needed a new proposal to be approved. That proposal was submitted within 20 mins of them finishing up.That proposal has been "pending approval" since Thursday. I have called several times to get this issue expedited, been assured that it was a priority, and that approval would be rushed. It is now Sunday the 11th and nothing.Not a peep.This is ******** is August.We are staring down the barrel of 100 plus days. The downstairs unit has been running at 80 to keep at least the downstairs livable but also to try and keep that unit from blowing too. It is 90+ upstairs in the bedrooms during the day and that is with the doors open, all fans on full blast, the ac fan circulating, and several additional floor fans on trying to keep the temperature down.No one is able to use the upstairs rooms, and sleeping the living room for multiple nights is not what I am paying close to $2500 a month for.People can and do die in this heat.We need that unit fixed NOW not when the other unit blows and the house becomes completely unlivable. It should not take 3 days for a proposal to get approved, especially when we will still likely need to wait on parts to be ordered and install to be scheduled.

  Business Response

  Date: 08/19/2024

  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 manager reached out to ********* who expressed concern about the length of time it took to repair their AC, and at the time of the complaint, they wanted the repair completed correctly. The maintenance manager escalated the work order and got it repaired. The maintenance manager followed up with ********* who confirmed it was repaired and that they are satisfied.
  
  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.