Complaints

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

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

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  Invitation Homes

  7751 Belfort Pkwy Ste 100 Jacksonville, FL 32256

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  Invitation Homes

  9335 Harris Corners Pkwy STE 100 Charlotte, NC 28269

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  Invitation Homes

  1131 W Warner Rd Ste 102 Tempe, AZ 85284

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  Invitation Homes

  3600 Lime St Ste 271 Riverside, CA 92501

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:05/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/1 , myself (tenant) went to payment rent to invitation homes. My account reflected a credited amount. So no rent was due. I called the company to confirm and they advised the account was adjusted because over payment and there was nothing due. 4/1 I went to payment the remaining amount due from the credit amount was $130,00. Tenant paid the amount due . 4/19 invitation home sent a eviction notice and demanded two months rent. They stated they had made a mistake and only gave me a 3 days notice to pay rent. ****** contacted invitation homes to disputes charges . I was not contacted once before an unfair eviction notice was filed. 1. Tentant made all payments provided by the through the payment portal. 2. Company property manager advised it was responsibility to know the charges even thought I told the company I called to ensure ledger was correct. 3. Company advised they had made mistake but it was still responsibility. 4. I tried through emails and phone to contact property company. Invitation homes charges us maliciously. Made incorrect charges on the account and even tenant acted in good faith. The company failed to charge tenant correct or provide a means to make account current.Attached are document showing the company failed to advise tenant of any late charges from march till April 19. Also an account statement from my banking account showing that I paid to invitation homes for rent due in April which $130.00 with a late fee with brought the amount to ******. This proves that tenant paid charges that were provided in portal becuase you are only able to pay full amounts. So invitation home could not have had any other pending charges at 4/1

  Business Response

  Date: 05/03/2024

  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 explained that when they logged in to pay rent in March, they saw a credit and so they paid what was showing as the balance owed in April. There was an error that occurred on our payment portal and ****** is currently working to gather funds to pay rent. In summary, Invitation Homes, through direct communication with our resident, are working on resolving these issues.
  
  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:05/02/2024

  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.

  On April 30, I submitted a ticket regarding the ** (Condenser broken) for the home we are renting from Invitation Homes. Note this is the 2nd time in 2.5 months that we have had an issue with the unit and would also callout the prior person that fixed it mentioned it should be replaced due to how old the unit is. In any case, we live in ** and the current temps are running approx 90 degrees and I also work from home.I reached out to the maintenance group to get a status of the ticket and was told that it was pending review of the local office. When i reached out to the local office to get an update I was transferred back to the call center because no one at the local office appears to be answering the phones. Needless to say we do not have timing on resolution and am at loss for what to do especially given we have family coming into town this weekend.

  Business Response

  Date: 05/09/2024

  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 inconvenience caused to *****. Their AC unit has been fixed, and ***** confirmed via email that there are no additional 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.

• Initial Complaint

  Date:05/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in an application on a home with invitation Homes. paid their application fees after being assured that the house was available. My application was never processed. I was only contacted by a personal phone number of one of their leasing agents to tell me he did not apply the application to the home and that the home was leased and there was nothing they can do no resolution. I have attempted to contact management have not received any callback. My application still has not been processed. I paid them for absolutely nothing to be done.

  Business Response

  Date: 05/08/2024

  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 Leasing Director and Leasing Manager reviewed ******** complaint and found that ******* had applied for the property on Brookmeadow but later decided they didnt want that home and requested an application transfer to the home on ***********. Unfortunately, that home had already been leased, but we agreed to provide a full application fee refund to *******.
  
  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:05/01/2024

  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 rent a home from Invitation Homes. When I moved in the home the toilet seats were loose. Maintenance came to do an inspection and I told them about the toilet seats and they tightened them. They then became loose again. I filed a maintenance request to get the toilet seats tightened and now the company is trying to charge me. My lease does not say I am responsible for those types of charges. This company is charging me ****** for loose toilet seats to get fixed and this is not fair. This is not my home to be responsible for replacing toilet seats that were not any good when I moved in.

  Business Response

  Date: 05/03/2024

  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 share that the charges were removed from their account. We apologize for any inconvenience.
  
  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:05/01/2024

  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.

  Moved into a rental home on August 11. Tub was cracked upon move in. Submitted repair tickets, they finally came in December. Tub was improperly repaired and continued to cave in. Submitted second request. Tub was improperly repaired again and now they are billing me $573.88 for the repair. I have pictures of the crack on September 1 and professional opinions from 2 leaders at Jacuzzi Bath stating I did not cause this.

  Business Response

  Date: 05/09/2024

  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.       
  
  ******* reached out to Invitation Homes to dispute charges received for a bathtub repair. When reviewing the photos of the repair, we were unable to determine if the repair was done correctly, therefore agreed to remove the charge from Kristens ledger. We apologize for any inconvenience caused to *******.
  
  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:05/01/2024

  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.

  Ive been dealing with a water leak issue for almost 2 years that hasnt been rectified. Every month fees are different. Im having to call invitation homes every month to figure out what fees Im having to pay. Because of this, I have to bring a cashiers check to the office to pay the rent. If Im not able to speak to someone about my bill, Im still supposed to pay the fees and credit is supposed to be given back to me or Ill have to pay the 10% late fee. Maintenance doesnt fix real issues. Past work done on the house is still noticeable because no one came back to paint the areas that were leaking.

  Business Response

  Date: 05/03/2024

  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 advised everything had been addressed and resolved.
  
  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:05/01/2024

  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.

  Invitation Homes, sent me a bill demanding payment within 3 days. They clame for *** violations. The *** demanded Invitation homes to paint and repair the house. Now they are demanding me to pay for this work .. this is in no way my responsibility. If this is not resolved I will have to seek legal action

  Business Response

  Date: 05/09/2024

  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 are dedicated to addressing the issue and have made efforts to contact ******* to collaborate in finding a resolution regarding the chargeback related to the pressure washing violation. We will continue to reach out to ******* to address these 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: 05/09/2024

  The only acceptable response. Is for Invitation Homes to take responsibility for trying to wrongfully collect a Bogus Charge. Which  illegitimate charge and wrongful collection has been determined by Invitation Homes to be 100% wrong 

  I contacted them 11 times and no one returned my call, since the BBB complaint I have gotten 3 calls. But not to help with the issue, only concern for their reputation.

     

         Tenants should never have to seek the help of the BBB to solve an issue 

   

• Initial Complaint

  Date:04/30/2024

  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 moved into the home on 3/29/24. On 4/28/24 the water pipes burst. I expected this to be handled expeditiously but instead i was treated terribly. Ive made over 50 calls every day and havent gotten anywhere. The local office for *******, Georgia didnt answer the phone for two days straight. I called headquarters and they gave the typical customer service script. I expressed to them my wife if in labor and we desperately need water. Im still without any water and no sign of when it will be fixed. This company has terrible business practices. When i applied for the home I was continuously contacted with frequent communication. Now that i have signed the lease, my business means nothing. This entire process ruined a very special moment for me , I didnt nothing but stress and make phone calls while my child was being born. I honestly cant believe were being treated like this , for such a catastrophic incident that we had no part in. I regret ever signing this lease and would like to proceed with legal action. If i were to not pay my rent they would contact me immediately. I expect that same communication when I dont have running water.

  Business Response

  Date: 05/03/2024

  Invitation Homes has received and reviewed ******************** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team connected with **** and confirmed the repairs were completed on May 1st.
  
  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:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a home from them for 1 year, gave notice on Feb 9th for a move out on lease end date of March 30th. They are charging excessive fees at move out for things that are normal wear and tear like partial paint charge of $1,700.00 and for things that were taken care of prior to move out. At time of notifying them of our date to vacate at our lease end date, which we were apparently were 9 days outside of the 60 days, they mentioned NOTHING that we were outside of our their timing and no mention they were going to be charging us $740.00 for this at that time. We left the house in very good and clean condition. I have asked for proof/images for the majority of these things they are claiming and only received images of a couple of the minor items on their list. I followed back up a couple of times and now not getting any response back.

  Business Response

  Date: 05/03/2024

  Invitation Homes has received and reviewed Pondi Sottiles 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 apologizes for any miscommunication or lack of evidence Pondi received during the security deposit dispute process. We further investigated the dispute and provided photos as proof of the charges, including why the charges will stand due to damages. We also provided a copy of the lease and renewal letter that outlined Florida statutes requirement for a 60-day notice in response to Pondis question about the insufficient notice charge.
  
  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: 05/03/2024

  I am rejecting this response because:   Still do not believe the amount of $3000 at move out was justified by any means.

  Business Response

  Date: 05/10/2024

  Invitation Homes has received and reviewed Pondi Sottiles 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 Pondi again to discuss the deposit dispute. The charges were explained, and we feel that they are valid, and provided evidence to back up our decision. While we are disheartened that Pondi is not happy with their move out experience, but the charges will remain against their deposit.
  
  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: 05/10/2024

  I am rejecting this response because they absolutely overcharged for the move out expenses.  I have paid it because I do not have time or energy to deal with this any further but I definitely feel like I was taken advantage of and would not recommend renting from this company.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fence has been damaged by the tenants of Invitation Homes residing at **************************************. This needs repair. E-mails were sent to *************************** with this organization (including a photo of the damage) that were not responded to. It became known to me shortly ago that the tenants are ************************ and ***************************************** along with seven children. These tenants occupy an Invitation Homes property using a Section 8 voucher. This is my second formal complaint against Invitation Homes and these tenants in particular. The first was for vandalism of the walking path behind my house, and now for damage to my fence. Additionally the state of the lawn and landscaping of this abysmal property is borderline disturbing and impacts the property value of my house and other neighbors. My immediate first request is to repair the damage to my fence and address the unsightly and frankly pathetic state of the property. Secondly a **************** Services worker visited my home the other day to investigate numerous complaints of child abuse, neglect, and abandonment reported by several people as perpetrated by ************************ and her husband *********************************. The worker is the one who provided me the names of these tenants. Simple research shows that these tenants have extensive criminal and civil histories, including domestic violence with children, felonies, misdemeanors, evictions, and dozens of civil and criminal traffic offenses. To allow these people to reside in a community with children while fundamentally neglecting the property and continuing to abuse and neglect children is completely unacceptable. The police have visited these tenants on countless occasions in the two years I have lived here, and there ongoing behaviors need to be addressed by this negligent rental company. Repair my fence. Evict the Section 8 criminals residing next door, and address the completely asinine state of the house that resembles a foreclosure.

  Business Response

  Date: 05/08/2024

  Invitation Homes has received and reviewed *************. Jeans 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 ***** in March to assure that we would collaborate directly with the leaseholder to investigate and resolve any potential lease violations. We also encouraged ***** to provide any additional documentation should new issues arise. We did not hear from ***** again until April 27th when new concerns were brought to our attention. These concerns necessitate a comprehensive inspection by Invitation Homes to determine the appropriate course of action regarding any potential lease violations. We acknowledged ****** recent communication, assuring them that we will address the issues in question thoroughly. Currently, we have been unable to reach our resident and are proceeding with a legal notice to cure.
  
  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: 05/08/2024

  The response is misleading. The management team did not connect with me in March of 2024 as is implied; I have not spoken to Invitation Homes since March of 2023, when I complained initially. Our last communication was over one year ago. This should have been specified in the reply. The fact that they have not heard from me in over a year is not relevant to the complaint as alleged, some of which was dependent upon me knowing the tenants identity. 

   

  It was not until recently, when a **************** Services (CPS) worker came to my house investigating complaints of drug use, child neglect, and abuse following numerous calls from neighbors, family, and the like, that I learned of the tenants identity, which was provided to me by the investigator. Only then was I able to complete a simple criminal and civil search of the current residents and found their extensive histories. The worker also confirmed the presence of seven children, and the father (a convicted felon), as residing in the home, along with the fact their organization had been at the residence on numerous occassions, often with police (which the tenant admits in her social media posts). Around this time, I also noticed damage to my fence, the frankly embarrassing state of the property, rear and front, and sent two e-mails to *************************** at the end of April 2024, including a photo of the fence damage, she did not respond to.

   

  Invitation Homes needs to investigate its tenants more thoroughly. Also, they need to investigate the social media profiles of **********************, especially her ******* profile, in which she posts numerous innapropriate videos, daily, including sexual material, videos of altercations, her guides on how to live in a beautiful neighborhood with a Section 8 voucher, and how to get free childcare by calling CPS on yourself. Most videos begin with the following catchphrase, This lady got a husband and seven kids. Give me a break. Invitation Homes has 90 days to rectify these issues and remove the nuisance and disrespectful occupants. The use and enjoyment of my home, and others, is hindered by them, who are home all day, everyday, litter in peoples yards, allegedly neglect and abuse their children, openly engage in housing fraud, damage my property, and fail to maintain the exterior of the house they rent, which impacts the value of my home. In general, myself and others feel rather unsafe living next door to criminals and those who are unhinged to the extent we have witnessed. 

  
  Over the next few days, I will gather photos of the violative property (when it is safe to do so). A photo of fence damage was already supplied to ******************. In the meantime, Invitation Homes should watch the  frankly disturbing videos being posted by their tenant and explore, in greater depth, the sheer plethora of video evidence demonstrating the number of people in the home, altercations, CPS visits, and other bizarre and unhinged behavior documented among nearly ***** individual videos and ******* Shorts, a few of which I posted below. 

  Invitation Homes claims they cannot reach the tenant. She is home all day, everyday, since she does not work, posting videos inside of their home of innapropriate dancing and other bizarre behavior, including several today. It is my experience with this person that she will scramble to collect herself, tell the father of her children to leave the premises for a few days (he lives there), hire cleaners, and THEN contact Invitation Homes for inspection as if she had been abiding by the lease provisions all along. 

   

  Among others, the tenant likes to post videos of how unkempt the interior of her house often becomes:

  *****************************************

   

  *****************************************

   

  *****************************************

   

  ***************************************************************************

  *****************************************

   ****************************************

   

  *****************************************

   

  I will reconnect soon.
  

  Business Response

  Date: 05/09/2024

  Invitation Homes has received and reviewed *************. ****'s complaint to the Better Business Bureau. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       

  As the property manager, Invitation Homes can only assist with violations against the lease agreement between the resident and Invitation Homes. As mentioned in our previous response, we are conducting a thorough investigation and served a legal notice to cure to our resident. 

  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.