ComplaintsforInvitation Homes

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is associated with privacy rights that I believe were broken during my move out process. I had a roommate move out a few months prior to me leaving, we followed proper procedure and notified invitation homes. A new contract was signed removing the previous roommate. During my move out process I noticed that my ex roommate (whom i did not want knowing about my departure from the rental) was receiving no-reply emails associated with my move out. I called Invitation homes and told them that I didn't want her receiving notifications as she was no longer a tenant. Ive written emails (attached) and made multiple calls trying to get some sort of resolution or acknowledgment of this issue and my attempts have basically been ignored. The previous roommate continued to receive email notifications during the move out process and I have had zero cooperation from invitation homes.

  

  Business response

  04/12/2024

  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 was contacted by *********** about their move-out experience and the lengths they went through not to have their old roommate receive the move-out information. *********** had gone through the proper procedure to remove the roommate from the lease a couple of months prior to vacating the premise. We apologize for this unfortunate situation but appreciate *********** providing feedback. We will use this experience to make improvements to our 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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We submitted our application on April 3,2024 and paid $220 in application fees. Since then, we were asked to submit documents, which we did, and our application was canceled. Upon cancelation of our application, we have tried to contact the realtor responsible, *********************, and cannot get any information. We have text with no response. Her phone goes straight to voicemail. We have called other locations only to be told we have to speak directly to *********************. This has been very stressful for all applicants involved, and a total waste of time and money and we are still without a rental home and out $220. At this moment, I haven't received any services that were promised as per their website so I want my money back. For a company with "unshakable integrity" it shouldn't be that big of a deal.

  

  Business response

  04/12/2024

  Invitation Homes has received and reviewed ****** ******** Brookmans 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 discuss their application experience. We apologize for their overall experience especially with customer service. We are currently processing a refund of ******* application fees, and they are satisfied with our resolution.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution as long as they follow through. I recieved a call telling me to expect a check in the mail for a refund. As long as the business sends the check as promised, I am satisfied and accept their response.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Applied for leasing home on 3/26. Home would be available on 4/6. Good fit since we are still leasing another home of 5 years.Approval sent on 3/27 and to send ****** holding funds no later than 2 days.Later 3/27 we sent holding fee stating to go on invitation home website and all advertising would be stopped for the home after payment/agreement (did not happen)3/28 we received a docusign for signatures from myself and husband.3/28 the home became move in ready and we was sent a 24 hour to view the home. 3/29 we viewed home after work with the little remaining time we had with for lease still advertising sign still in yard.Move in is not until 4/6 but have been demanding to sign lease and submit the security deposit before having the walk through which was scheduled for 4/3. This action became very alarming and the company completely gave us push back about not holding their barging after the ****** holding fee. Stating that their company has timelines. Which is fine but should be included with the purchasers/renters before submitting any funds. We decided that we would not proceed in signing a lease and would like a refund moving forward. The agreement also stated that we could transfer funds to another home but was not granted that option either and at this point we would just like to move forward without their business and with our refund.We have been waiting for follow up but have not heard from anyone regarding the matter . Therefore we are reaching out for further assistance. Invitation ************ is completely taking advantage of their potential clients by not addressing unforeseen charges and obligations. I have submitted some photos and documents hope it is helpful.Please help! Thank You!

  

  Business response

  04/10/2024

  Invitation Homes has received and reviewed ********************* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.    
  
  ******* was approved by the Invitation Homes screening team and advised that the home would be held, and a lease would be drafted once the home was ready. ******* signed the holding agreement and paid the hold fee, and the home was made ready sooner than expected on March 27th. It is required that the lease is signed within 48 hours of the home being ready, and we provided an extension to ******* to accommodate their need for more time to review. ******* advised that they wanted to wait until after their move-in orientation to sign the lease, however, this is against company policy. ******* was afforded other opportunities to view the home prior to the lease signing and became upset when they saw a sign in the homes yard. We clarified that although there was a sign, the home was not available on the market.
  
  The local management team called ******* on April 10th to offer a refund on their hold fee and to confirm the address to send the check to, however, we have not yet been able to connect with *******.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer response

  04/17/2024

  I have reviewed the business response and accept this resolution. 
  

  I have responded with an email April 12th, 2024  @1:44pm to *********************************************************

  Thank you for acknowledging and addressing our concerns. Our forwarding address for full refund of holding fee is ********************************************************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had mold growing underneath the water heater and we contacted the property management company to let them know of the issue and they scheduled a company to work on the dry wall and get rid of the mold. The company came and removed most of the mold but left part of the mold underneath the water heater and left. We had to contact invitation homes and let them know that the problem was not addressed and they sent a different company out to work on the mold. This other company gets here and shuts off the water to remove the water heater and work on the dry wall. Hours later they knock on the door to let us know they broke the handle to turn on the water and this is where the nightmare begins because we contacted invitation homes because we didn't have running water and it stayed with out water for 2 full days. Right after this we were without hot water for 7 days. I have a 9 month pregnant wife and a special needs child and we have to be able to shower and invitation homes did not care to get this problem fixed. They took forever to get us hot water again. We always pay our rent on time and these people could not get this problem fixed in a timely manner but expect the rent to paid for sure ON time or they'll charge all these fees. I'd expect some type of bill adjustment due to the fact that they took their sweet time to resolve this problem (2 full days no running water and 7 days no hot water) and we asked to speak to a manager every time we called them and we NEVER received a call. This is unacceptable and ridiculous to have experienced this problem for so many days and this property management company doesn't think to offer an adjustment to the rent but they are quick to send an email saying that rent is due.

  

  Business response

  04/16/2024

  
  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.      Invitation Homes was contacted by ***** to repair the water leak and address the discoloration that was on the pedestal that the water heater sits on. During this process the vendor broke the handle on the main water shut off valve, causing additional time to repair. ***** was without water for two days and a concession has been provided.    Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer response

  04/16/2024

  I am rejecting this response because:   We were without running water for 2 days BUT we were also without hot water for 7 days having to live like a third world country. Boiling water down stairs and bringing it upstairs to be able to shower, 7 days without hot water seems like an unreasonable amount of time for this issue to be resolved. We also requested a call from a supervisor/manager multiple times when this issue was happening and NOBODY bothered to reach out to us.

  

  Business response

  04/22/2024

  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.       
  
  ****** was contacted and an apology was extended to their family for going two days without water, and seven days without hot water. Additionally, a concession was provided.
  
  As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer response

  04/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get this resolved for almost 4 years now. I initially made this known to the property manager for the home next to me back in 2020. He had promised that he would do his part and pay us back for the repairs but he never did. I have tried to contact Invitation Homes at least 20 times via email or via phone calls in the last four years to get this resolved. They have never resolved it nor paid me back for the repairs for the alleyway that they share with us in the back.

  

  Business response

  04/12/2024

  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 Saings complaint on 04/05/2024. After reviewing, it was determined that Saing was due a reimbursement, but we were missing the personal information to process a payment. We have received the information needed and have been able to add Saing to our accounts payable list so that a check could be processed. The check request has been approved and a check is being processed and sent to Saing. Saing will receive tracking information once check has been mailed. We apologize for the inconvenience this may have caused.    

  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 2024 my rental property management team changed from Excalibur to Invitation homes. Prior to the change I was offered a $1000 rental adjustment for Aprils rent if I resigned my lease prior to Feb 1st 2024. Prior to Feb 1st but post the move to invitation homes I contacted Invitation to see if the lease they offered would include the $1000 April *********** I spoke with ********************* who stated she did not know if the offer would be honored but would find out. I told her I was going to sign my lease but wanted to make sure the April offer would be included as the lease presented by invitation did not include the adjustment. After not getting a response on the manner I emailed ******* (property manager )and made several calls and was told someone would get back to me. In Feb ************************************************************************************************************** March. I wrote ******* again about some portal issues AND about the April rent at that time I was told if I paid my rent THAT DAY March 8th they would honor the April adjustment. I informed ******* at that time I could not pay until March 15th but did not understand if they could honor it on the 8th why would they not honor it on the 15th especially since i had been asking about the credit since February when my account was in good standing. I have since contacted the corporate office and called the main number only to be left on hold for 30+ mins and transferred to a voicemail which I have not received a call or email back from. My main issue is I contacted the company BEFORE the Feb 1st date to inquire about the $1000 credit while my account was in good standing, I never received a call or email back until I reached out again to inform them that my rent payment for March would be late. Since March 8th I have not received a call or email back from them.

  

  Business response

  04/10/2024

  Invitation Homes has received and reviewed *********************** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.    
  
  The local management team was able to locate the proof that ******* was offered a lease renewal promotion by their previous management company. Per the documentation from December 28, 2023, ******* had until February 1, 2024, to reply to the offer. The property management company then transferred to Invitation Homes who had no such agreement with *******. At the time of the property management transfer, we were only able to honor concessions/credits agreements that had written documentation and were executed prior to the transfer. In this case, we explained to ******* that although it was offered during their tenure with Excalibur, they did not meet their requirements to secure the concession with Invitation Homes. This policy was explained to ******* in February and March of 2024. Due to fair housing laws, we must adhere to the policy, therefore, ******* was not eligible for the credit. Additionally, ******* has defaulted on their rent for ***** (their grace ****** was ***** 6th at 12:00am).
  
  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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The pool is being done by invitation homes and it not being done right the levels of chlorine are unsafe to swim on I posted the picture of my pool results they say you must call the local office and they do not respond it's is unsafe to walk in the back yard and my eyes start burn from the order coming from the pool

  

  Business response

  04/09/2024

  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.     
  
  We apologize for the experience **** has had with their pool vendor and appreciate their feedback. To resolve, we have assigned a new vendor for ***** service.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were asked by an invitation home inspector to do many jobs to get our security money back. To make sure we got everything right my husband worked with the inspector and did a walk thru of the house. She named everything she wanted him to do and he even went beyond that and did even more to make the house walk thru ready and took many pictures before and after the work was completed. He also hired professionals and when everything was complete I emailed over 70 pictures to the inspector and asked if anything else was need to just reach out I also have videos of before and after and bought new garage remotes since the old ones had cracks from wear tear since the house was still mine under the lease to March 11th 2024. The lease says Refundable Security Deposit $2095.00. Today I got a check $1551.34 with a letter with all the charges that Invitation Homes felt that they were owed, deducted from the original security deposit. I was told to paint just one wall and the rest would be ok so that's what I did. After doing that work, Invitation Homes turned around and deducted painting from my security deposit. I was also billed for pressure washing the driveway and walkway. . The inspector never said to pressure wash anything. In the picture youll see I have a personal pressure washer so it would have taken me no time to get it done. Additional deductions from our security deposit included charges for an air filter, which I put in a new one when we left, charges for water and sewer Jan to Feb and Feb to March. Now no water was used from Feb 14 when we moved out so why the charge and mostly why so high? I replaced the light bulbs all in the house, even the garage outside and had light bulbs also deducted from my deposit. There was a clogged drain that I had a work order in for and I was told by the inspector don't worry about it my people will go thru the house and fix it so the inspector it and canceled it yet I get charged. Do you see how Invitation Homes does this to families? and this is just one example I have a folder and email directory of photos and work orders that we had to take multiple days off from work because they could not fix what they were supposed to the first time or came out and they did not have the right tools and it cost me time from work. Just look at this bill, it will tell you everything youre going to go thru if you rent from them.

  

  Business response

  04/11/2024

  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 resolved this deposit refund concerns with ****** by providing a more detailed response regarding the final utilities. A refund payment of $159.70 was made due to a clerical date error on the Notice to Vacate. ****** confirmed receipt of the check on April 10th.
  
  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been asking multiple people at invitation homes to fix my portal for months. My credit card information was compromised back in September of 2023. Ever since then the portal states it can no longer add any card information due to excessive disputes when I have never disputed anything. I have been told multiple times that the restriction would be lifted or corrected but they refuse to fix the portal so I have no way to pay my rent unless I drop off a money order. I live an hour away from the office and I do not have my own transportation at the moment. Because they refuse to correct the restriction, it is causing my rent payment to be late every month because I am not able to drive an hour and a half to drop off the money orders in time. In other words I am not able to pay my rent online at all and the company refuses to make the proper steps to lift the restriction even though they were advised of the fraudulent activity that occurred when my identity and credit card information was stolen. I need this corrected so I can make my payments on time in the portal.

  

  Business response

  04/05/2024

  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 receipt of Felicias complaint, the Portfolio Director connected with ******* and walked through the troubleshooting of her account. The Portfolio Director had also volunteered to reach out to the IT department of ******** in efforts to resolve the error message. ******* opted to use their bank account to pay rent for the month of April. The Portfolio Director waived the late fee on the account as a courtesy so ******* could complete the rent 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 response

  04/05/2024

  I have reviewed the business response and accept this resolution. The portfolio director advised she will continue to work on this situation for me so I am able to add a debit card for future payments. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invitation homes has charged us for maintenance service fees that is not outlined in our contract nor were updated documents sent to us for our knowledge. I checked my portal and I owe 4 thousands dollars when my rent is only $1780, they are charging for service repair fees that is not our fault. Due to our water intrusion issue that has not been solved for over a month, we requested to have rent compensated for the uncomfortable living and lack of urgency to fix the issue. They refuse to compensate until the work is completed, but no work is being done, every time someone comes to work on our plumbing the issue continues to exist. In our lease it states the company needs to give us 24 hour notice of maintenance appointment times, I get maintenance emails an hour before their scheduled appointment time making me unaware of them coming to fix things. I have a 5 month old baby , I am concerned about the health of him and my family due to the moisture in our floor and air to cause mold. My father in law visit us a few days ago and he went to the hospital the next day because he wasnt feeling good after he visit. Invitation homes has been a nightmare. we also have been harassed for rent that was paid. It was paid on the last day before it was late and someone the next morning put a note on our door saying he was a certain amount of time to pay until eviction. I had to call and prove my confirmation of payment.

  

  Business response

  04/11/2024

  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 Portfolio Director contacted leaseholder ************** to apologize for their experience regarding the maintenance repairs. We provided information regarding the maintenance chargeback to ************** and informed him that we are in the process of escalating the repair quotes for review and approval to bring to a full resolution. Mr. ****** was also provided with the Portfolio Directors direct contact information should he need additional assistance.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩