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

• 

  Invitation Homes

  4450 Sojourn Dr STE 100 Addison, TX 75001-5022

• 

  Invitation Homes

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

• 

  Invitation Homes

  1131 W Warner Rd Ste 102 Tempe, AZ 85284

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:09/06/2024

  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.

  For the past 2 months our rent has been astronomically high. $2,900. The first time this happened I emailed them and they replied that it was our electricity bill which showed 2 months of electricity charges, not one, in which I asked for further explanation on that and no response came from them. We've also been very careful with our electricity usage. I've emailed them regarding this for this recent rent and they have not responded. It's impossible to contact them via telephone. I signed the lease for $2100. Before I emailed them, it listed a bunch of chargebacks, after I emailed, it no longer said chargeback, however the extra charges for trash, sewage and water were still there. We are being double charged. Additionally, we were forced to pay monthly for HVAC filters to be provided to us, but we never receive them. There's also admin violation fees that we have no clue what they are from, I have not received emails regarding these and they refuse to respond. We have been having issues with invitation homes since they took over. Never had these issues with the previous rental company. I fear that wet are going to continue messing with our rent. It feels nefarious at this point.

  Business Response

  Date: 09/17/2024

  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 charges on their account. After further review of the account and lease agreement it was discovered that *** had been overcharged for rent and the violation administrative fees since the time they renewed her lease. The charges have since been corrected and ***s account has been credited accordingly. *** was informed that the chargeback charges are their utility charges, and the violation administrative fees is charged when violations are received from the *** per their lease agreement. We apologized for the lack of communication and appreciate ***s feedback.
  
  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:09/05/2024

  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.

  This company charged extra fees without making me aware what the charge was for. When I questioned it they said they did not know. Yet, was not willing to refund or inquire. They also owe me $75 and when I call they say that they are sending a message to the local office and I never received a phone call or response.

  Business Response

  Date: 09/13/2024

  Invitation Homes has received and reviewed ****** Lucketts 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 scheduled a work order for ****** who took time off work for the work order to be completed. ****** was notified 15 minutes prior to the scheduled work order time that the work order was rescheduled for another day. Invitation Homes has provided ****** a concession for the missed appointment by the vendor. We apologize for this unfortunate situation but appreciate ****** providing us with his feedback. We will use their comments to make further 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

  Date:09/05/2024

  Type:Sales and Advertising 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 is trying to charge me a $100 dollars for a dirty air filter. They only provide one every three months. *** had multiple representatives come out to help fix the issues with the A/c unit due to leaks and not working in general. History of work orders. Ive made calls and attempts to have invitation homes notified of the issue with not having enough a/c filters since its one per 3 months. I spoke with the local office manager today 9-6-24 Faith. Explained the situation with the A/c having issues not working causing the filters to get dirty notified them I provided my own filter and paid out of pocket and that this charge is unreasonable. She refused to acknowledge thee photos showing it was my own filter that I had to get in my own. The representative kept ignoring my concern about the a/c and kept referencing per the agreement its warranted and not listening or acknowledging the multiple orders with the A/c. Also since April they have been trying to add on two separate water bills going over 399 and 250 that keep getting tacked on every month so I have to call every. Month to get them removed to pay rent. Every time I call I never get a call back to where they put late fees on the rent and then fix the issue after the late fee was applied. The local office never calls back or provides any kind of communication. Requested to speak with Faiths manger and was advised not available. ****** ******. These are the dates of all work orders this past year for the A/c. August 21s, July8th, June18th, June8th, June6th, June5th, May22, April24th all in 2024. The manager Faith did not care about the previous work orders or acknowledge that there was an issue and kept saying it was a dirty filter and thats her decision. This companys has been so hard to deal with when it comes to anything , work orders , communication and hidden fees. The lack of explanation or customer service is unbelievable.

  Business Response

  Date: 09/16/2024

  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.        
  
  After thoroughly reviewing Jomar's concerns about the chargeback for the air filter, we acknowledge the history of ** issues at the property and recognize the resident's proactive efforts in purchasing additional air filters to keep the ** unit functional. We have credited Jomar's account as a goodwill gesture and are committed to helping them with any other 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

  Dear Better Business Bureau,
  
  
  I am filing this complaint regarding Invitation Homes, as I have been facing ongoing issues with my rental property since April 2024. My landlord has been adding extremely high water bills to my rent, despite the fact that the overcharges were due to leaks in the property, which were eventually repaired. The company has acknowledged that the high water bills were caused by the leaks, and since the repairs, my water usage has returned to normal.
  
  
  However, the overcharges from April onwards still have not been removed from my rent, despite repeated assurances that this would be corrected. Since April, I have had to call the office nearly every day during the week before my rent is due, seeking updates and asking for the removal of the incorrect water bills. Unfortunately, I have rarely received a call back or any meaningful follow-up.
  
  
  On October 4th, I was told that the water bills would finally be removed, but my rent is still incorrectly inflated. As of today, I spoke with a representative named *****, who informed me that my property manager, Faith, would contact me because there were over $600 in charges that ***** was uncomfortable discussing with me. Unfortunately, I have not received any call back or resolution.
  
  
  This has been an extremely frustrating and stressful experience, both financially and mentally. I have been trying to resolve this issue for months, but Invitation Homes has consistently failed to address the problem or provide the necessary support.
  
  
  I am seeking assistance from the Better Business Bureau in ensuring that Invitation Homes removes the incorrect water charges from my rent and provides appropriate follow-up regarding this matter.
  
  
  Thank you for your attention to this complaint.
  
  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:09/05/2024

  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.

  My family and I rented a home from invitation homes and the lease began 8/19/2024. Since that day, the A/C didnt work and was blowing warm. At 9:30 pm that night our thermostat was reading 88 degrees. At that moment we placed our first work order into the maintenance app. An A/C company came the following day 8/20 at 2:00 pm and determined that the refrigerant had a leak and it was an old type and the unit needed to be replaced. I asked the technician if we should leave the unit off and he said no I will leave it the way it needs to be. The following day we came into the house (because we have animals and children with special needs and we couldnt stay there in those conditions) and the unit leaked from the upstairs air handler through the floor and into the ceiling in the kitchen below. We reported this on Wednesday 8/21. The new unit did not get installed until 6:00 pm on Thursday 8/22. The remediation company didnt come until Friday 8/23 at 6:00 pm. They left a large dehumidifier upstairs with cords and tubes running everywhere, air dryers under the carpets, drilled 10 holes into the ceiling of the kitchen, placed air dryers into those holes and told us it had to stay that way for 3 days. We could not stay there during that because my children are sensitive to everything, we couldnt close the bathroom door due to tubes running through the opening and loud air dryers running 24/7. They did not come back until Tuesday 8/27 around 6:00 pm to pick up their equipment. The following day someone came to look at patching the drywall in the kitchen ceiling. He said he had to send a proposal and wait for it to be approved. To this day the drywall in the kitchen still has the holes and no timeframe on repair. At this point we still needed the wet carpet dealt with as it smelled very bad from the water. The company to clean the carpet came on Wednesday 8/28. Nobody ever looked underneath the carpets or anything. They just cleaned it and left. I have more info but no room

  Business Response

  Date: 09/13/2024

  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 reached out to ***** in an attempt to discuss their feedback and reach a resolution. It was determined that ***** would be allowed to transfer to another one of our homes and the transfer fee would be waived.  ***** accepted this offer and is planning on transferring to another home towards the end of this month.
  
  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: 09/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/05/2024

  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.

  I'm am a renter who has been leasing with this company for over 10 years. I always pay rent on time. The company has a crappy policy about late rent and were already sued and settled on it. I was charged an 80 dollar late fee, the day after the grace ******* I actually tried to pay the rent on the third(it is normally customary to give a 5 day grace)but there might have been a clerical error on my part, probably failed to hit send. The next morning I was sent a late notice, I went online to go pay my rent and the fee was already assessed to my account. I tried to get the fee waived, but after getting the runaround from customer service I just went ahead and paid the rent with the additional 80 bucks tacked on to my rent. I am hoping to get it credited towards my next months rent. I believe these excessive fees to be unfair business practices, and they were already sued for this and are still performing these same practices. It seems pretty clear the late payment was a mistake that didn't cost the company any types of damages that I deem I should have to pay for. I paid the rent in full this morning, Sept 4th

  Business Response

  Date: 09/09/2024

  Invitation Homes has received and reviewed ***************** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Portfolio Director, *********************, communicated with ***** regarding their request for a waiver of a late fee.  Upon review of ****** account, ************* advised that they qualified for a one-time courtesy waiver of late fees.  The late fee waiver was applied to ****** account on 09/06/2024.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 12/04/2024

  Rental company every year trying to raise rent in an excessive manner. I am currently paying 1620 per month. Being raised to 1906. Almost a 300 dollar increase, more than 3000 for the year. It's excessive. If I decide not to renew, they up the month to month to an amount that isn't affordable and they force me to sign a lease 2 months before my current lease ********** me these qualify as unfair business practices designed to trap renters into lease agreements that they want to get out of, but become financially bound to.

  Id like to actually be in a position to go month to month after my current lease expires and pay a reasonable fee month to month moving forward. If I decide I want to move, I'd like to be able to give 60 days notice. I've lived here over 10 years and am tired of these increases.

  
  

  
  

  Business Response

  Date: 12/12/2024

  Invitation Homes has received and reviewed ***** Perrys complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         
  
  December 4, 2024, ***** followed up on a previous BBB complaint with concerns of an excessive rent increase. The Renewal Specialist reached out on December 3rd and December 4th to offer a negotiated rate. Although it still had an increase, this offer is a low market rate for this area with similar three-bedroom homes. Renewal rates are determined by looking at comparable leases of comparable spaces, demand on the location of the rental and the length of the lease and other expiring leases for those months are another factor for the rent increase. Based on that information we were able to determine fair and reasonable negotiated rates. ***** said they would think about it and get back to **. Regrettably, we have not heard back from *****. We again completed a follow-up call of the offer on December 9th.   
  
  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: 12/12/2024

  I respectfully disagree with Invitation Homes assessment of the situation. I'm in a current lease. They try to use market value of properties currently on Market as comparison, but it's just not a fair or accurate assessment.Those properties all have new floors/carpet, and newer amenities.

   

  Their initial offer was actually more than similar homes that are currently on the market in my area that "they" are offering for rent. I initially said I would stay if they raised my rent from 1620 to 1680. Keep in mind this company sees it fit to add additional fees for Pet Rent, HVAC filters, rental insurance, admin fees on top of it. They countered with 1785(take it or leave it offer). Does this even remotely sound reasonable? Didn't seem like a real negotiation. I'm a current tenant with a good rental history . There is no reason to expect me to pay 2000 more the following year other than greed. 

  This company is clearly trying to take advantage of the fact Vegas has no rent control laws. If you don't want to be locked into another lease, they raise the rent to an unreasonable amount(2100'approximately). They just charged me 75 dollars because my 10 year old garage opener needed replacing. I can go on and on.For these people to act like they are acting in good faith is a complete falsehood.

• Initial Complaint

  Date:09/04/2024

  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.

  On 8/24/24, I entered into a lease agreement with Invitation Homes and paid the required deposit of $1,883 and pet profile fees. On 8/27/24, I paid the first months rent and pet deposit totaling $2,868. Per the lease agreement, my lease term began on 8/30/24, and I was under the impression the property would be ready for me to move in.However, when I arrived at the property on 8/24, there was no lockbox, and I found people living inside the house, claiming they had been living there for months. I contacted ******* ****** immediately by phone, email, and the web portal, requesting an explanation and course of action. I also asked for the house be rekeyed and cleaned.On 9/3/24, I contacted several customer support numbers, and my issue was escalated by two representatives. However, I was told they could offer no proof of the escalation or an estimate of when the situation would be *********** 10:30 AM on September 3, ******* responded, stating she had reached out to the maintenance ************* 1:43 PM, I followed up, asking for an ********* 1:57 PM, ******* replied, saying her manager had requested rekeying and cleaning of the ******* 2:02 PM, I replied that this was insufficient, requesting a timeline for when the house would be ready and a direct response from her ********** 2:47 PM, ******* ccd her manager and said she would call ******* 2:52 PM, ******* called my partner, stating someone would be contacting me to arrange cleaning and access to the ******* 4:18 PM, ******* called again, repeating that the issue had been escalated and that a manager would contact me before the end of the day.On 9/4/24, at 1:55 PM, I received a call from *****, but I missed it due to being at work. I returned the call at 3:01 PM, but it went to voicemail, and I have yet to receive a *********** of 9/4/24, I have still not received a clear timeline, despite numerous calls and follow-ups. I missed a call from *****, a manager, and have been unable to reach her since.

  Business Response

  Date: 09/12/2024

  Invitation Homes has received and reviewed **** Arrecheas 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 the applicants regarding the trespasser situation and explained that the process for removal and that the repairs were more extensive than initially expected. The work is completed, and the applicants are willing to move forward with the home. We offered a concession for the rent for the days that they were unable to access their home. They accepted the offer and are happy with the resolution. 
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Invitation Homes regarding their inadequate management of client identification and verification processes. I am extremely concerned about the lack of security and verification protocols. My lease was renewed under my name without any checks on my income, my current living situation, or even basic verification of my well-being. It is alarming to realize that my lease could have been renewed even if I had passed away, indicating a severe lapse in their responsibilities.I have attempted to address this issue by emailing the leasing specialist, ******* *******, but have not received any response to my inquiries. No other representatives from the company have reached out to me regarding this matter. This lack of communication and oversight is unacceptable.Due to these serious concerns, I feel compelled to consult with an attorney, as I believe this situation requires immediate attention and resolution.Thank you for your consideration of my complaint.

  Business Response

  Date: 09/11/2024

  Invitation Homes has received and reviewed ****** Goudeaus 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 investigated ******* claim and believe they found the root cause of what happened. The Leasing Director is working directly with ****** towards a resolution.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RECEIVED A 30 DAY NOTICE ON 08/05/2024 TO PAY MY RENT $2722.82 OR SURRENDER THE ***** I WENT AND PURCHASED MONEY ORDERS ON 08/29/2024 IN THE AMOUNT OF $2724.I WENT TO *** PAID $43.50 TO HAVE THE MONEY ORDER OVERNIGHT AND ARRIVE AT THE PROPERTY ON 08/30/2024 AT 1030 AM WHICH WAS A FRIDAY.08/31 SAT 09/01 SUN 09/02 LABOR DAY THEY WERE CLOSED FOR SOME REASON *** DELIVERED MY PACKAGE ON 09/03/24.*** AND I DID A THREE WAY CALL TO INVITAITON HOMES. THEY ADVISED THAT THE PACKAGE ARRIVED LATE DUE TO NO FAULT OF MY OWN, BUT DID LEAVE THE MANAGER'S NAME AND PHONE NUMBER TO CONTACT AND CONFIRM THAT I DID PAY TO HAVE THE MONEY ORDERS ARRIVE AT 1030AM FRIDAY AND IT WAS NO FAULT OF MY OWN ON 09/04/2024 I RECEIVEE A CALL FROM DEJA W/ INVITATION HOMES STATING THAT EVEN THOUGH I PAID IN FULL THE AMOUNT REQUESTED ON MY 30 DAY NOTICE PRIOR TO EXPIRATION THAT THEY CANNOT POST MY RENT DUE TO IT BEING RECEIVED AFTER 09/01 MY 30 DAY NOTICE STATED THAT I NEEDED TO PAY $2722.82 WITHIN 30 DAYS OF 08/05 I DID THAT.I WOULD LIKE FOR MY RENT TO BE POSTED AND NOT HELD. BECAUSE IF I DO NOT PAY AN ADDITIONAL $2400 IN TWO WEEKS THEN THEY WILL FILE AN EVICTION AGAINST ME IT WAS NOT MY FAULT THAT *** DELAYED DELIVERY THIS IS CAUSING TOO MUCH STRESS ON ME I COULD UNDERSTAND IF I WAS ASKING FOR AN EXTENSION OR DISPUTING ANYTHING.I AM LITERALLY MAKING THE PAYMENTS AS REQUESTED AND DUE TO NO FAULT OF MY OWN I AM STILL BEING PENALIZED

  Business Response

  Date: 09/13/2024

  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 spoke with ********** to advise that we received their August payment, and it will be posted to their account. ********** was not able to provide an update on their September payment.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 09/13/2024

  I have reviewed the business response and accept this resolution. They handled my situation professionally and swiftly 

• Initial Complaint

  Date:09/04/2024

  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 company constantly overcharges monthly additional fees. When requested, I sent in verification of my rental insurance, but I received several charges this month for it. There was no lapse in renter insurance or anything of that nature. I have all the documentation regarding when my rental insurance information was sent, and of course, Invitation Homes still charge the tenant an additional fee. Just last month, it was an extra fee for something different. This has to stop. I and several other residents are having the same issues with this company, which we did not have with the previous rental company. This is not the same complaint as last month. I attempted to be given an additional due to a maintenance request, and this month is renters insurance that I verified with a company that, and I was charged their monthly fee for renters.

  Customer Answer

  Date: 09/04/2024

  This shows the additional renter's insurance is still billed to me, which they made a mandatory payment with my rent after the documents were provided way in advance. 

  Business Response

  Date: 09/04/2024

  Invitation Homes has received and reviewed *************************** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Portfolio Management team reached out to ****** to advise that the renters insurance charges have been removed from their account. ****** appreciated and thanked the **************** Representative for the update.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 09/04/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 12/26/2024

  I am writing to file a formal complaint against Invitation Homes regarding billing discrepancies related to trash collection and utility charges at my residence, [Your Address]. These issues appear to be both inaccurate and in violation of my lease agreement. Unauthorized Charge for Trash Collection: Invitation Homes is attempting to charge me for two months of trash collection at once. My lease does not specify that I am required to pay for two months in advance. I have always paid my bills on time and in accordance with my lease. This charge is an attempt to overcharge tenants without proper justification. Utility Billing Discrepancy: I recently received a notification from the water company indicating a $60 credit on my account. However, ********************** has continued to charge me for water and sewer services without reflecting this credit. The billing amounts and dates I have been charged do not align with the water company's records, resulting in overcharges. Lease Renewal and Responsibility for Trash Charges: My lease was not renewed until August 1, 2024. Until that time, I was not responsible for paying for trash collection, as clearly stated in my lease. Despite this, Invitation Homes are attempting to charge me for this service for the period before my lease renewal. Under Georgia tenant rights laws, I am entitled to clear and accurate billing. Invitation Homes have failed to provide this, and I am requesting that they correct these charges to reflect the actual terms of my lease, including applying the $60 water credit and rectifying the trash collection charge. I have attempted to resolve these issues directly with Invitation Homes, but their responses have been insufficient. I am now seeking assistance from the BBB to help mediate and resolve this matter. I am prepared to provide all necessary documentation, including my lease agreement, the water credit notice, and billing records.

  
  

  Business Response

  Date: 01/02/2025

  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.      
  
  The Portfolio Management Team made several attempts to reach ***** via phone to explain the current trash charges on their account. While the team agreed to waive the previous charges, an email was sent to ***** to explain why the current charges are valid and within their lease agreement with Invitation 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.

• Initial Complaint

  Date:09/04/2024

  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 was told about invitation homes by a family member and I decided to give them a chance . It I was approved for a home the DAY OF move in they told me a squatter got in the home and I was told they give the squatter a chance to live in the home ?had to find another home the only home that was near was the home I'm in now . I went THREW SO MUCH TO GET THE THE HOME MY KIDS missed Christmas and all on the walk threw I asked did the home have flood issues because the ceiling looked like it did he said no the house was just settling. Ever since I moved in the house has poured water almost for a YEAR! Then they charged 234 and said a piece of hair was the cause??! ******** would come by and not fix the issues some even said they don't no why it's doing it . I emailed them almost everyday and finally someone told me if maintenance says the issue is bigger they would remove all charges THEY FINALLY REMOVED CHARGES AND IM UP FOR EVICTION THEY ALSO TOLD ME DONT PAY UNTIL ITS RESOLVED!!! I WHEN ITS FINALLY RESOLVED I ASKED CAN I PAY They then TELL ME NO !! I have to wait till after court so I'm thinking ok that's fine I GO TO COURT THEY THROW AN EXTRA 1000 FEE ON IT SAYING PAY IN 5 day or get out in 14 WOW !!!!! NO ONE WILL REACH OUT! THE ONLY PERSON THAT IS HELPING IS ******* SOMEONE IN MAINTENANCE I WAS ALSO TOLD I COULD DO A MAINTENANCE TRANSFER....... NOTHING I REALLY FEEL LIKE THIS WAS A SET UP AND THATS NOT HOW YOU ARE SUPPOSE TO TREAT YOUR CUSTOMERS HORRIBLE EXPERIENCE

  Business Response

  Date: 09/05/2024

  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.        
  
  The local management team spoke with ******* who wants to pay their balance through August, but we advised that its now September and September rent is also due if theyd like to buy out of the eviction process. We also advised that per their court order, they decided to move out of the home and accept balance forgiveness. We are waiting for clear communication on how ******* would like to proceed. Regarding the maintenance concerns, we completed three of the four work orders and are awaiting the fourth work order to be scheduled.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 10/01/2024

  All the info is wrong I was initially told that I could go ahead and pay the two months that were due and then have a late charge for September but ******* told me she would not accept none of my money she would not accept anything. It was even other management team members stating that I should just bring the money in, but she called me constantly to let me know that she would send it back. the house was never fixed. I have numbers of the companies that were coming by. They said that invitation homes did not want to pay to have it fixed. I had a mold control person contact me to let me know there was mold in the home. The house is a house for people to get scammed. 

  Customer Answer

  Date: 10/01/2024

  None of the repairs were done they sent people out to the home, but no one never fixed anything not one thing got fixed. I took off of work for the people to come to the house, but nothing was fixed on top of that. The only reason I was late was because her employees Told me to not make a payment until he resolves the matter of the extra charge add it to my bill invitation homes automatically sends out eviction if the payment is not there, I called him and let him know that I have received an eviction. Could I go ahead and pay for my rent, but don't pay the charge that they made a mistake and put on my bill, he told me no give him some him reach the maintenance supervisor and if she clears everything up, he will remove all fees then sent me an email that he was sorry for everything and everything was going to be fixed. He spoke to the maintenance supervisor and they said the charge was not supposed to be there, but then it was too late. I had to go to court to them not doing their part, I would call them every day about the situation but no one wanted to talk about it then go to court and they try to make me pay more than what I was supposed to pay ******* and she acted like she was angry at me because she didn't do her part she continuously called my phone to let me know that she would not accept the money for the two months that I owe. I was told that September could be paid late as long as it's paid, but she said that she would not take it, I let her got a letter stating that they wanted to do it that way by then I had to find somewhere to live. ******* had let me know that they weren't going to work out any type of deal with me even though I was in a home that leaked water that had mold , and they tried to give a false charge. I still had to move every mistake that was made was made by them. They did not want to accept nothing. They didn't want to help or anything imitation homes is a scam. !

  Business Response

  Date: 10/16/2024

  Invitation Homes has received and reviewed ******* Finleys 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.        
  
  ******* wanted to pay their balance through August, and we advised know it is now September and September rent is also due in order to buy out of the eviction process.  We removed the late fee for July and August and the payment was not made. ******* moved out of the home, so the eviction process was cancelled. On August 6th we had the roof inspected and on August 15th we repaired the roof. On August 30th we removed the damage drywall from the ceiling. On September 4th the bathtub/shower was resurfaced, and we completed the rest of the repairs during the turn process since the resident move out of the home.
  
  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.