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

• 

  Invitation Homes

  465 N Halstead St STE 150 Pasadena, CA 91107-6017

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  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

• 

  Invitation Homes

  5509 N Cumberland Ave Ste 505 Norridge, IL 60656-4748

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  Invitation Homes

  8601 Dunwoody Pl STE 520 Sandy Springs, GA 30350

  

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:08/08/2023

  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.

  This is the SECOND time I have had to file a claim for this HORRIBLE company!! I will NEVER EVER lease a home with them AGAIN. I did my final walk through with the superintendent and the only issues he mentioned were some paint that needs to be done and the landscaping. As for ripping up the carpet, carpentry (because they want to upgrade the house), a dumpster haul when I had no trash in the house, outlet covers replaced, flooring demo, framing. All these charges they are trying to have me pay for so they can get more money out of rent by upgrading the whole house on my dime. If I forfeit my deposit so be which IN THEORY I SHOULD NOT HAVE, but I should be liable for any extra incurred charges, stating if I don't pay within 30 days they will send it into collections. ABSOLUTELY UNACCEPTABLE, UNPROFESSIONAL. I emailed twice 7/31/2023 and 8/03/23 to get a status update on the walk through and was blatantly ignored not only by ************************* but also *************************. Property/Unit ******** The statement states I paid$1535 on my original deposit which I'm sure was well over $2000, they are stating that I owe $1163.31 due to do almost $4000 worth of renovations which are NOT at my expense.

  Business Response

  Date: 08/10/2023

  Invitation Homes has received and reviewed ********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has been in contact with ****** to review their concerns regarding their deposit refund. We explained the process and apologized for the lack of communication. We confirmed that adjustments would be made to their deposit statement and that a refund will be mailed via ***** to Marshas forwarding address.
  
  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: 08/10/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2023

  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.

  I have contacted the local office 5 times to try to pay my rent. I spoke with ********************* regarding my last complaint and she advised me to send her the proof of payment for having to pay for someone to come out and unclog the kitchen sink of our rental home because they could not have someone come out to fix the broken garbage dispoal until 3 months after moving in. I did that and also sent in the documents needed for our emotional support animal. Being that the site only allows for the charges they put on our account, we could not submit what is actually owed until they update the balance. I have sent numerous emails and called customer support twice. I advised them that I have been trying to avoid late fees and other charges and they still have yet to respond to this issue as well as getting a credit for the gas bill that was very high due to the hvac not wanting to shut off. Not to mention, but worth mentioning, the ant infestation this home has. They sent someone out one time to spray and did not follow up even when I advised them the first week moving in, there were ants literally cralwing all over one of the bedroom walls!! There was a time ants got onto my disabled dads bed and they were crawling up his arm and all over his bed sheets! Honestly, there is just so much going on, we are starting to regret ever renting with invitation homes.

  Business Response

  Date: 08/09/2023

  Invitation Homes has received and reviewed ******************************* complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  The local management team has been in contact with Sarelle regarding their concerns. A concession was applied to their account ledger for the plumbing expense and Emotional Support ****** ***** request was approved, which resulted in pet fees being removed from Sarelles ledger. We asked ******* to send us a copy of their gas bills so we can address overages and we also advised that they create a work order if they are still experiencing issues with pests.
  
  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: 09/25/2023

  This is the third complaint I have contacted the BBB about. *** complained about a dead tree in the backyard, which I brought to the attention of the local office here in *********, and was told they do not do any yard work prior to tenants moving in and it is *** compliant. Well, 6 months later the *** reached out to Invitation homes and they immediately responded. What they did not respond to are the following problems: Microwave has not turned on since the work on the outlets for the garbage disposal that was not turning on (advised them in May didn't get someone to come out until June 30th). Without the microwave on, the fan for the stove does not turn on which I am sure is a fire hazard. At walk through 1 month after move in, advised the two men from the local office of draw in 2nd full bathroom that fell apart because it was literally glued together. The blinds in living room not going down, master bathroom blinds broken on left side, various outlets throughout home that do not work. Now, all outlets in bathrooms do not work at all. There is no foundation under carpet so my children are constantly getting poked with nails poking out of the carpet, my youngest at 10 months old! I have requested someone to call various times and even we were told a walk through would happen at some point but nothing. These consistent problems are causing my anxiety to get worse, every time I think I can breathe and enjoy our residence because I am told things will be taken care of and they never are. Oh, and the two switches that control a light in the living room take turns working and the light flickers when one switch is hit, I think that could also cause a fire at any point.

  Business Response

  Date: 10/02/2023

  Invitation Homes has received and ******************************* rebuttal 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 ******* regarding the outstanding maintenance items. The tree removal is schedule to be completed as soon as possible to remain compliant with the *** guidelines. On October 2nd, our Maintenance Supervisor will visit Sarelles home to complete an inspection and address any additional issues.
  
  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:08/07/2023

  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 family has rented with Invitation Homes since April 2022. On the morning of July 29, 2023 our AC was found to not be cooling our home, located in *******, *******. We reported the issue through Invitation Homes maintenance app immediately upon our realization (around 10AM). As the day progressed the house continued to get warmer and we heard nothing from the maintenance office. At 4:30PM we reached out again and were told they were unable to find a vendor to complete the job. The temperature in the house had reached 90 degrees at the point and we were cleared to go to a hotel. Throughout the weekend we still heard nothing regarding the status of our urgent maintenance request. Beginning Monday, July 31, with us calling only, no contact from Invitation Homes, we began getting the run around that, we are unable to get a vendor to accept the job. This continued through Wednesday, August 2 when we were finally scheduled with a vendor for the afternoon of Thursday, August 3. On August 3 a technician came out and diagnosed the issue with our AC, the motor was shot. He then had to go through their process to get approved to fix the issue. He was hopeful that he would be approved quickly and be able to fix it the same day, this turned out to not be the case. He was not approved until the following morning, August 4. He returned the afternoon of August 4 to replace the motor, but again ran into another issue which required him to start the approval **************** again. He, again, was hopeful it would be approved quickly and he could get us running at the latest the morning of Saturday, August 5. However, here we sit the afternoon of Sunday, Aug. 6 with no more progress. Invitation Homes claims the bid has not been submitted but ************** tells us it has. We have been without AC, in *******, **, for 9 days now. The inside temperature has reached 104 degrees. We are still paying our rent, but residing in a hotel with a 4 year old and 1 year old twins.

  Business Response

  Date: 08/15/2023

  Invitation Homes has received and reviewed ***************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has made several attempts to reach ***** but has not heard back. The air conditioning repair was approved on August 4th and scheduled for completion on August 7th. We will provide a concession to ****** account ledger once receipts for their hotel stay are provided. ***** can reach ** by phone at ************.
  
  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:08/04/2023

  Type:Customer Service 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.

  Per my lease, I am supposed to receive ProCare annually, I have not received ProCare the entire duration of my lease. Because of this, there have been broken pipes, black mold in the walls, water damage to personal property and have had negative health effects on my family.Because of Invitation Homes negligence, water leaking from the ** unit flowed through the ceiling and damaged my 50 inch *********** I've brought this to their attention and was told several times that I would receive a call from my property manager, I still have not received a call.

  Business Response

  Date: 08/10/2023

  Invitation Homes has received and reviewed Jabbar Richmonds complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly 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 Jabbar to update them on the status of the remediation scheduled with F&S Restoration on August 12th. We have also scheduled a ProCare visit for August 11th.
  
  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: 08/10/2023

  I am rejecting this response because: personal property of mine is still damaged with no recourse. STILL have not received any communication from my property manager.

  Business Response

  Date: 09/19/2023

  Invitation Homes has received and reviewed Jabbar Richmonds 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 connected with Jabbar to answer their questions about filling a claim with their renters insurance for the damaged property. We asked if there was anything else they needed from our office and ****** stated there is not.
  
  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: 09/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/03/2023

  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.

  On June 4, 2023 I requested to terminate my lease prior to the predetermined lease termination date. I gave my last day of occupancy as July 13, 2023 to *********************** via email. I was forwarded a docusign early lease termination agreement that was signed by myself and a representative from their company confirming the early lease termination effective July 13, 2023 with the stipulation I pay a fee of two months rent through their online rental payment portal totaling $6,460 within 10 days of the signed agreement. The fee was paid and processed on June 12, 2023. I went through their early move out inspection a couple weeks before vacating the property, where they provide information to help their tenants maximize the return of their security deposit. They provided a list of vendors they contract with to clean both the carpets and do a general move out clean of the property. I hired two companies they approved on that list and left invoices for both services on the kitchen counter before vacating the property as requested, along with my house keys, a garage door opener and mailbox keys. They took control of the property on July 14 and deactivated my profile on their website for rental payments and maintenance requests, as well as my SmartRent account. I have not received any communication in regards to the return of my security deposit since vacating, so I followed up via email with *********************** and ********************* and received no response. I have filed a request for contact through their phone service representative and have not heard back from them as of yet using that method. Today is now the 21st day since vacating the property and Ive not received my deposit and list of deductions, in violation of CA Civil Code Chapter 2 ****** (g) 1. I am seeking my entire security deposit of $3,230 now that the 21 days have lapsed and *** not received the security deposit or accompanying documentation from this company or any communication to remediate this issue.

  Customer Answer

  Date: 08/03/2023

  The correct amount of the security deposit I am seeking from the business is $2945 ($2695 refundable security deposit and $250 refundable per deposit listed on the original lease signed October of 2019).

  Business Response

  Date: 08/04/2023

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team has been in communication with ***** to reach a mutual agreement. The final deposit statement was completed on August 1st, within the 21-Day ********** law. We advised ***** that they received a substantial deposit refund and that the statement was emailed to them on August 1st, and the refund check was mailed to their forwarding address on August 3rd.
  
  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:08/03/2023

  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.

  I and 3 other roommates/our children rented a home at ******************************************************* with Invitation Homes. We moved in on June 2nd, 2022. Upon move in the house was absolutely filthy and disgusting. There was f**** smeared on a bathroom door. the countertops were dirty, the stove and oven were dirty, the floors were disgusting, the carpet had highlighter yellow animal stains everywhere, there were literal water bottles of pee all over the garage. We paid to have the house deep cleaned before we even moved in a total of $330. We reached out to Invitation Homes and they agreed to refund us $150 for that clean. Here is the problem. On move out we also paid $230 to have the house professionally cleaned and left the receipt as requested. We were billed $561 for a deep sales clean and when questioned, I was told that the "owner" does not verify the receipt and we wouldn't get our money back. I asked multiple times to speak to someone and they refuse to allow me a name or anyone else to speak with regarding this. They just keep telling me our receipt for cleaning is not good enough. They sent me some very pixalated photos and said these were the reasons for cleaning. One of the oven that looks exactly the same as it did upon move in. Our cleaning lady is willing to verify that she spent 6 hours cleaning that house from top to bottom. I want my $561 back. If they want to charge us for cleaning the oven, fine, but their worksheet says the most the y will charge for that is $75. Not $561 when we left that place in better condition than they let us move into.

  Business Response

  Date: 08/07/2023

  Invitation Homes has received and reviewed ****************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The local management team reviewed Jennas concerns in detail and worked with our billing department to investigate the charges mentioned in Jennas complaint. After review of the move-out statement and emails from move-in, we agreed to adjust ****** ledger. We credited back the cleaning, electrical, drywall door, and paint damage charges. The cleaning documents ***** had provided were unverifiable, however, we credited that as a gesture of good customer service. The debris clean up charge remains valid as it was charged to remove items left in the home. We sent the requested documents and outlined the updates to ***** on August 4th. The refund check will be sent to ****** forwarding address via mail.
  
  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: 08/31/2023

  Invitation Homes followed up and after "inspecting their notes" refunded me $514 of the $561 cleaning fee. I feel that this is fair. However, I don't agree with the comments that my cleaning receipt was "unverifiable". I reached out to the woman who spent 6 hours at my house cleaning and she told me that no one from Invitation Homes ever contacted her to ask if the receipt was legitimate. This also could have all been avoided if Invitation Homes had read their own notes in the first place which proves that I had to pay to have the home cleaned upon move in in the first place which is why they supposedly agreed to refund my cleaning bill. I shouldn't have had to escalate this to the BBB to get a response when I had clear and convincing evidence and they just wanted to continue repeating that my receipt wasn't verified when in fact hey had not even tried to verify it at all. I will still never again be recommending Invitation Homes to anyone which is sad after we had a great year renting from them and they were great with coming out for maintenance and fixing anything we needed. But this left a bad taste in my mouth because I know that if I didn't work for an attorney and know how to handle this, they would have just taken my almost $2000 (I had already negotiated back the rest with proof they were just holding out on the cleaning fee which is the reason for this complaint) and moved on.

• Initial Complaint

  Date:08/03/2023

  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.

  Created a work order to fix a leaking bathub faucet on Friday, Dec 16, 2022. Tech came and inspected faucet to confirm the leak. Tech did not have necessary part nor go to store to purchase at this time. Tech ordered part and said Invitation Homes would contact to set up a follow up. I scheduled a follow up but cancelled the appointment two days before the appointment as we had COVID. I never received any calls/emails on rescheduling). I was then charged $75. The following exerpt is from their email to me on July 17, 2023.As stated in your lease agreement, residents are responsible for the cost of repairs or replacements needed at the property if: - Members of the household, guests, or pets caused the repairs or replacements.- A scheduled appointment was not cancelled at least one business day prior to the appointment.- If the repairs are designated as resident responsibility in the lease agreement.I did not cause the faucet to be damaged/drip, I canceled on time, and fixing a faucet is not part of my resident responsibility. I have included the email as a supporting document.

  Business Response

  Date: 08/04/2023

  Invitation Homes has received and reviewed *********************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.
  
  The local management team reviewed the work order in question and discovered a billing error associated with a prior work order. We contacted ****** to apologize for the error and credited their account accordingly.
  
  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:08/03/2023

  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.

  Since 5/2/23, I've been in contact with ***************** Invitation Homes, disputing ********************* fees. December 2022, before signing the lease, I was asked to provide proof of service for ****************** which I provided as a confirmation email from ******************** I later noticed Invitation Homes was billing me for electricity & applying a penalty fee.I contacted Invitation Homes requesting they remove the charges, as I was already paying for utilities directly to Xcel. Invitation Homes responded & informed me they don't accept Xcel as a utility provider, so I was billed for the ********************* fees. I felt frustrated because I knew Invitation Homes did not previously provide this detail. I reviewed my ************** from Invitation Homes & confirmed the information was never provided. I again requested that the penalty fee be removed as Invitation Homes did not communicate the information required to avoid penalty fees.Invitation Homes removed only 2 penalty fees, then informed me I would continue to accrue penalty fees until I initiated service through ************** To avoid further fees, I did so.Today (8/2/23), I paid my rent & saw that Invitation Homes is still charging me for electricity despite being charged for electricity services directly through ************** The charges from ************* are dated 6/20/23-7/18/23.Invitation Homes has been unhelpful throughout the process, has not taken accountability for their lack of communication, & is unresponsive to my emails. Furthermore, I'm being unlawfully charged because this information is not in the lease. A lease is legally binding & intended to protect all parties. Invitation Homes is violating & acting outside of the lease terms, taking advantage of me financially. I have a copy of my lease, ************* bill & all email communications to verify the above is accurate. Please help me avoid being taken advantage of & receive reimbursement for the inappropriate charges.

  Business Response

  Date: 08/10/2023

  Invitation Homes has received and reviewed Jaecob Chancellors complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  On December 14, 2022, ******* Leasing Experience Specialist sent a welcome letter via email to share what items needed to be taken care of for ******* move in. The welcome letter did not specify which provider needed to be contacted for electricity and gas. On *** 2, 2023, ****** requested contact regarding the vacant service fees and an email explaining the charges was provided on *** 3, 2023, with information for ************** and one vacant service fee for *** was reversed. On June 12, 2023, a contact request to dispute the additional vacant service fee was requested and on June 12, 2023, and an Assistant Portfolio Manager spoke to ****** regarding his dispute. The Assistant Portfolio Manager provided the information for ************* again so ****** could set up their account and we reversed Junes vacant service fee. On August 3, 2023, we received ******* complaint and the Portfolio Director called and left a voicemail and email for ******. On August 8, 2023, the Portfolio Director explained to ****** that they would receive the vacant service fees and electricity billing until June 20, 2023, which is the start date for ******* electric account. As a final courtesy, the Portfolio Director waived the vacant service fee for July and August billing periods and explained no further fees will be able to be waived.
  
  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:08/02/2023

  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.

  On January 24, 2023 I reported flooding in the home due to extreme weather conditions, I did not receive a call back from the maintenance team at all so I called the next day to make sure they received my message and that they would have someone come to the home immediately. The agent on the phone apologized and assured me they were working on finding a vendor to come see the home. 3 weeks later, nothing. I called again expressed my frustration and they again assured me they were still looking for a vendor. I asked what I was suppose to do in the meantime and there was no alternative other then patience. I had furniture ruined that I cannot claim through renters insurance due to this not being a plumbing issue and so much PTO time waisted. It is now August and this has not been resolved. They have sent many vendors, since February they have been to my home 13x and my walls have not been fixed. I am concerned of possible mold growth and also of the possibility of this happening again come rainy season. I have called and emailed maintenance and the corporate office with no resolution or even follow up. I have emails and all the work order requests. The last email I sent the corporate on Thursday 7/24/23, I asked to be moved to another one of their properties, moving expenses covered and compensation for lost paid time off and damaged furniture I've had to throw away. Its been almost a week and had no response. I am frustrated and unsure of what to do at this point. This is just one of the issues I have had since moving into the home April of 2022. I do not have supporting documents to attach, please let me know who I can forward emails and maintenance request to via email.

  Customer Answer

  Date: 08/02/2023

  Attached are the email threads with invitation homes.

  Business Response

  Date: 08/08/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The local management team has been in contact with ******* to discuss their maintenance concerns. We researched the issues at hand and determined there is outstanding work related to previous pluming repairs. There is an open work order for drywall that has been re-scheduled several times due to ******** schedule. Recently, ******* stated that they would not allow work to proceed without a representative from Invitation Homes visiting the home first. We have attempted to schedule this quickly so work can be done, however, ******* requested a home visit date of August 15th.
  
  Additionally, ******* requested to be transferred to a new home with move-in expenses covered, compensation for lost time, and compensation for damaged furniture. We advised that the home transfer request will be reviewed upon results from the home visit, and compensation will be reviewed once all work is complete per Invitation Homes policy.
  
  All parties attend a follow-up call on Wednesday, August 16th to determine the next steps.
  
  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: 08/16/2023

  I have reviewed the business response and accept the temporary resolution.

• Initial Complaint

  Date:08/02/2023

  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.

  To whom it may concern, I'm writing this email with great concern that has gone unaddressed for years. I have leased with Invitation Homes since September 2018. Renewed my lease every time on false information provided for repairs outstanding that still have not been addressed. I've submitted numerous work order requests that get deleted or refused without any clarification, from the local ***** office we have been told. The same attached refusal, " We are not moving forward at this time with repairs". Or charged for things that aren't the tenants responsibility!! I've requested a maintenance supervisor or property manager to come out to walk this property before the renewal of the lease could even be done, only to be denied that simple request again. I've suffered outrageous ********************* due to the gross negligence of maintenance repairs needed for this property. I've referred so many other military families to Invitation Homes despite my experience. Only to learn there is a trend only happening to a few others, but nothing compared to what we have been battling for years. I've expressed my frustration to the ************************** and Channel 8 Investigation, as my rent has increased increasingly without resolving existing issues. I explained to them the trade partners and OR representatives that have spoken up, will only get cut from the job or fired altogether. When a request for reimbursement for an outrageous bill amount or repairs made at the tenants' expense, is denied! I don't want a check or money back but could have been compensated towards my rent. The pool fee is now going to increase without the necessary repairs documented by numerous trade partners, why? So many pictures have been submitted and they have rested on deaf ears. I've suffered a major injury at this property for the raised elevation inside and outside that I brought to their attention in 2020. The bathroom has microbial growth with bubbling drywall damage. Only to have the vender sent to address the problem only covered it, and no prior treatment nor complete tear down done for proper removal of the growth that is all over the bathroom.This is our health that Invitation Homes cares nothing about, and I'm afraid for our life at this point!! TO LIST A FEW REQUESTS:**-A/C- NOT COOLING + CONSTANTLY RUNNING!!!**-FRONT BATHROOM- MICROBIAL GROWTH IS UNDER THE HOLLOW TILES, TUB HAS A DIP THAT WAS COVERED DURING MOVE-IN WITH A PLASTIC MAT THAT WAS LATER REPORTED, TILES ARE LIFTED FROM THE BACKER BOARD **-CARPET-HAS BEEN DELAMINATING FOR OVER 3 YEARS **-OAK TREE-LIFTING THE FOUNDATION OVER 3 1/2 INCHES, GREW INTO THE IRRIGATION SYSTEM **-REFRIGERATOR- NEW WEATHER STRIP APPLIED ONLY TO NOT HAVE IT SEALED CORRECTLY -GARAGE- A/C, DRY**** THAT'S ROOTED FROM OVER SATURATED WATER COMING IN FROM THE ***** ONLY SPRAYED OVER AND NOT REPLACED **-ROOF-SHINGLES MISSING **-ATTIC- LACK OF INSULATION, BELONGING'S ARE SOAKED **-CEILING- DIPPING DOWN IN SO MANY AREAS, WITH DISCOLORATION (YELLOW)-LEAKS-SIGNS NOTED OF DISCOLORATION ON TEXTURE AND CEILING - STRUCTURE BEAMS SHOWING IN THE **** AND CEILING, NOW IS CRACKED -MICROWAVE- RUN'S ON IT'S OWN/ SPARKS -TREE TRIMMING- 6 PALM TREE'S OVER 9FT + HOA VIOLATION THAT THE COUNTY STOPPED BY LAST THURSDAY TO PROVIDE ME WITH A LOT OF INFORMATION AS WELL **-POOL- RESURFACE HAS BEEN REQUESTED FROM THE PREVIOUS VENDOR (WHO WAS FIRED) AND NOW THIS VENDOR ALSO, POOL IS TURNING GREEN, PLASTER IS FALLING OFF, AND GREAT SEPARATION IS CAUSED BY THE FOUNDATION SHIFT BUT STILL GETTING CHARGED (NOTIFIED FROM 2020)-POOL ENCLOSURE- SCREEN DAMAGED FROM HAIL AND DOCUMENTED TO TRADE PARTNER AN INVITATION, ONLY FOR THAT TRADE TO CONTACT ME AN STATE "THEY ARE NOT MOVING FORWARD AND DELETED THE WORK ORDER"**POOL INCLOSURE- NOT SECURE MISSING 47 BOLTS TO SECURE IT TO THE FOUNDATION, NOTIFIED BY TRADE PARTNER ONLY TO GET DENIED. SO NOW IT CAN BE BLOWN INTO THE STRUCTURE OR DAMAGE MY NEIGHBORS HOMES **IVE PAID SO MUCH OUT OF POCKET THAT WAS NOT AT THE TENANT RESPONSIBILITY.PLEASE CAN ANYONE HELP!!!!

  Business Response

  Date: 08/15/2023

  Invitation Homes has received and reviewed ***************************** complaint to the Better Business Bureau. We value our customers, and as such, made it a priority to work directly to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team has been in contact with Rhoseandra to address their concerns. ********** had ongoing maintenance issues that needed to be resolved and wanted to transfer to another home due to the extent of work needed. To resolve, weve allowed ********** to transfer to another home in our ***** market and they are satisfied with this 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.